Denial, the old saying goes, ain’t just a river in Egypt.
That rattling sound you hear when you drive your car? Ignore it — maybe it will go away. That pain in your back? Probably caused by sleeping in an awkward position last night. Feeling sluggish? Grab another cup of coffee.
Sometimes it’s nothing, but other times we may be whistling past the graveyard.
So many of us swim in the river of denial that it was delightful to hear David Osburn, general manager of the Oklahoma Municipal Power Authority (OMPA), talk about how his organization used market research to detect, and proactively respond to, rising customer disaffection.
