So, a way to combat this problem, this malicious arrogance and its accomplice ignorance, is to:
stop
and listen
no, i mean really listen
listen like everything is new
listen to your customers as if they're right
listen with humility and a desire to learn
listen to yourself and a friend in real person conversation
listen to the way you think about the world when you're not at work
listen as if you want to know how to make the world a better place
listen as if small words mean more than big words
then just think about what you've heard and what was being said to you and around you
then think about what you are trying to create for your customers
then do what is right.
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