Tuned into customers is a load of bull as far as operational staff are concerned.
We go in and do our best every day, because if we don't we could end up killing a lot of people, bottom line.
Tuned into customers is 100% an office based target, which is not being achieved - for axample - Operations departments who bring in changes despite the ATCOs (their customrs) telling them en-masse that the changes are not fit for purpose and are in fact more dangerous than the old procedures.
Instead of 'tuned into customers' why don't we have a 2011 vision called 'reality check' whereby staff should spend 5 or 10 minutes thinkng about what NATS is as an ANSP and then aply future policy acordingly.