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