How does listener input get translated into action

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Reference no: EM13226455

Learning organizations listen to their customers. An airline customer told the aeronautical engineer at Boeing that he wanted a jest with a fuselage that could change size. Regarding the request as a technical impossibility, the Boeing engineer delved a little further: "Why do you want such a plane?"

The customer explained, "We don't know 10 years from now what size plane we will need. If we had the flexibility to shrink or expand the size of the plane, it would help us meet future travel demands, even those we cannot anticipate."

Largely as a result of this exchange, Boeing reframed its notion of a plane's interior. It created a plane with quick-change seats and movable galleys - the flexible interior. The 777 can be outfitted for packing in vacation travelers or accommodating the need for room among business passengers traveling overnight.

What business are you familiar with that really listens to its customers? Why do you say that? Who does the listening? How does listener input get translated into action?

Reference no: EM13226455

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