But the Customer Asked For It.

Six words that kill more customer experiences than bad execution ever could.

I’ve sat in too many strategy meetings where this phrase ends the debate.

Someone suggests a change that doesn’t fit the vision.

The room goes quiet.

Then someone says it: “But the customer asked for it.”

Discussion over. Decision made.

Except that no decision was actually made.

Here’s what that sentence really means:

• We’re afraid to say no

• We don’t trust o…