The biggest problem for all large companies is their own gravity. If a business has a high gravity score, it means that the business looks too inwardly, with little focus on the outside. This is the daily reality for most employees.
The topic of conversation among work colleagues is often about the colleagues themselves, the management, the company strategy etc. The larger the organization, the more it tends to create its own reality, and one single employee can do little to escape it.
There is only two ways to reduce the gravity score of a business; firstly, it can give the customer a high level of visibility and priority or, even better, it can make customers a part of the workflow. Greater awareness of the customer generates a lower effect of corporate gravity.
You can measure the gravity score like this: calculate the percentage of your employees and colleagues who are constantly confronted with what customers say, think, and feel. Subtracting this percentage from 100 gives you your gravity score. In many large companies, this score is in the range 90-95. Most will be somewhere in the middle ranges, but the good ones can score in the range 0-5.