Yeah, a lot of organisations do a fine job overall. But in general I would say most organisations make strategic decisions based on ideas plucked mostly from thin air. There is too much of push thinking when organisations consider what is most important. Its normal to focus on our business goals and what we want to achieve instead of also thinking about what do our customers actually want from us?.

So everybody seems to be thinking about users, and even more so thinking about user experience, customer experience or whatever is the latest buzz word to hide behind. But thats not the same as actually talking to and listening to you customers.