This article uses the historical practice of foot binding in ancient China as a metaphor for how corporations can "self-sabotage" their customer experience through rigid internal practices, policies, and systems.

• The core issue is organizations creating "bound feet" by prioritizing internal processes over customer needs, leading to inflexibility and customer friction.
• Examples cited include United Express Flight 3411 and the downfall of Blockbuster LLC due to outdated, customer-unfriendly practices like late fees.
• The article encourages CX leaders to question which customer journey aspects are "beautifully designed… but painfully restrictive."