How connected are you to the real world? In other words, how well do you really know what is happening outside your organization? Peter Drucker said, "the central problem of executives in the large organization is their insulation from the outside. What today’s organizations therefore need are synthetic sense organs for the outside." He was talking about a disconnect with the outside due to a focus on the inside.
Most executives are very skilled at monitering performance measures. Performance measures are mostly about efficiency. Doing things in an efficient way. Doing things right. Important, but delighting the customer is about effectiveness. Doing the right things. Doing the things that matter to your customer.
So what kind of synthetic sense organs do you have set up? If not, your chances of missing out on doing the right things increase significantly.