There is a lot being said about the customer centricorganizations and how businesses can involve customers at different stages of product/servicedevelopment.
There have organizations that have done this verysuccessfully and continue to engage with their customers. I did write about onesuch initiative that FM station RadioOne recently.
However, what happens if your customers do notparticipate in these activities? Without their active participation, the entireprogram is designed to fail.
How does one deal with this situation?
How would you deal with such a situation?