The customer is a stranger and humans are not used to paying so much attention to the needs of strangers. The organisation is a tribe, and each department or division is its own sub-tribe. It’s so much easier and more comfortable to be organization-centric. — Gerry McGovern
This reminds me of Dave Gray’s excellent Culture and Change talk at DareConf 2013. Dolphin Department vs. Shark Corp; understanding the organisation’s culture and its potential for resisting change.