Insight 10 · Customer Experience
The Business Model That Produces Sh*tty Products and Huge Profits
Ever wonder why companies seem comfortable charging more while giving you less? It's the shift in how businesses compete and why predictable customers have become more valuable than satisfied ones.
The accountability test
Can the decision survive informed questions?
This idea asks leaders to move past activity, convention, and confident presentation. The test is what the claim changes, who can question it, and what evidence supports the decision.
In customer experience, accountability means making assumptions visible, naming an owner, and connecting the work to an outcome people can recognize. If the reasoning cannot be explained clearly, the system is not ready to scale.
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