Good stories are not written by people who live in a city of dirty strip malls, forced to listen to the machinated opinions of lawyers, bean counters and statisticians… Good stories strong enough to love are created by those brave enough to live.
It applies in any business. Shoemakers should be run by shoe guys, and software firms by software guys, and supermarkets by supermarket guys. With the advice and support of their bean counters, absolutely, but with the final word going to those who live and breathe the customer experience. Passion and drive for excellence will win over the computer-like, dispassionate, analysis-driven philosophy every time.