The dark underbelly of how an industry feels about its customers is often revealed behind the scenes when colleagues talk to one another.
How customers are described and referenced show how much employees and the company honors customers.
How hard would it be for your company to remove some of the lingo and attitudes that have built up in your industry?
Start with acronyms and see how many of them have to do with customers. That will give you a quick glimpse into the journey ahead.