If you aren’t a customer of your own business, you are fooling yourself if you think you fully understand your customers' needs. CEOs have to make sure that their customers know they are fully responsible for the customer experience. I always want our customers to know that they can come straight to me and I will take personal responsibility for our products or services, and also for the customer experience.
It’s never [simply] about listening to your customers. It’s always about figuring out what they will need but don’t realize yet.