Execution by Larry Bossidy and Ram Charan advises “listen to tomorrow’s customer.” The myopia that sets in when a concept is flowing is frightening. The restaurateur believes they can do no wrong. They believe that they have it all figured out. They are perfectly in tune with the customer and meeting every need. In this type of mindset the future looks pretty much like the past, so if it is not broke, do not fix it.
Life is non-linear. The past does not predict the future. If you are not listening to tomorrow’s customer, how can you be prepared to meet those needs.