Dido Harding, chief executive of the TalkTalk Group
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My Bottom Line: Dido Harding, TalkTalk Group

Dido Harding is chief executive of the TalkTalk Group. She gets frustrated by businesses which convince themselves that they know what is right for their customers - ignoring what customers actually ask for themselves.

One thing she finds annoying is when an agent tells a customer 'I'm sorry, I'm not allowed to do that' - code for 'I know you are right, but my managers disagree'.

She says it is integral to build businesses which are founded on customers needs - even if this means completely reorganising a company.

Dido appeared on The Bottom Line which is broadcast on BBC Radio 4 and BBC World Service. Subscribe to the podcast or watch it on the BBC News Channel.

Find more business wisdom from other chief executives on the My Bottom Line website.

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