What defines an insular, inwardly The firm never underestimates rivals because of their proven track record in defending challenges. The firm believes they have all the answers because of their past great market success and is thus overconfident. O The firm's unflinching belief in the company's superiority breeds a champion's attitude and thus they thrive on doing better by adapting to fresh thinking from outside the company. O The firm values their customers' opinions and fully understands their needs and expectations. O The firm has a commitment to hiring young people who can offer fresh thinking and new perspectives