Why did Idearc's management fail the company beyond the damage of technology?

According to BusinessNewsDaily:

What is a "burning platform" and why is it important to creating a culture of belief?

When you think of a burning platform, imagine an explosion on an oil rig in the North Sea. A worker stands on the edge of the platform as fire billows behind him. He jumps into the icy sea. After being hauled aboard a rescue boat, he’s asked why he jumped into uncertainty. He answers, “Better probable death than certain death.”

The point: Only the literal “burning platform” could cause a radical change in behavior. Your team may not be running for its life, but with competition much, much fiercer these days, you undoubtedly face issues that threaten your livelihood and your organization’s very survival. Your ability to identify and define the key burning issue you face and separate it from the routine challenges of the day is the first step in galvanizing your employees to believe in you and in your vision and strategy.

To create a culture of belief — where employees understand and buy into the team or company goals — leaders must explain in very clear terms to their teams why they must step up and refocus their efforts. Helping employees understand they’re on a burning platform is not about fear but more about framing the conversation in honest and real terms that employees can relate to.

What is a "culture of customer focus" and why is it important?

A culture of customer focus provides channels for employees to report upward issues they see on the front lines, and empowers people at all levels to respond to those challenges with alacrity and creativity. The trouble is, most organizations are oblivious to what customers find attractive about rivals. But the best leaders in our study encouraged vigilance for disruptive solutions or trends that might harm or benefit their firm.