This document discusses how arrogance and resistance to change can become weaknesses for successful organizations. It provides examples of executives who ignored or dismissed customer feedback that contradicted their own views. The document suggests that these organizations failed to recognize how customers' needs and preferences were changing. By not adapting to changes in the market and continuing to view themselves as experts rather than listening to customers, these organizations lost customers to competitors. The document advises organizations to view things from the customer's perspective and anticipate how to stay aligned with a changing marketplace. It warns that resistance to change can result in competitors attracting away an organization's customers if it is not addressing what customers truly value.