It’s the fact that there is a disconnect, between management and customers, and it’s been present for years. There are old examples and new ones, here and elsewhere.
Sampler:
I used to wave off some of these decisions as isolated missteps but no more; they’re the result of a long-standing systemic issue (politely, “tone deaf”).
Honestly, I have my doubts you alone can fix it but that’s why I said you would be a “miracle-worker” if you did.