[luodaint]

For organizations that make this an operational reality rather than a slogan, there is likely to be at least one individual for each product development cycle that has had recent contact with a customer. Not from reading a support transcript. From contact. That direct, uncensored communication is what the principle truly represents.

The recovery from being an orphaned customer account serves as the litmus test. In this case, it took someone who was unique and non-interchangeable and poked "the right bear" -- and it succeeded. But that's precisely the way that enshittification of the principle occurs.