I feel like that quote is being taken somewhat out of context; she's basically repeating an extremely common "business-ism": "their perception is your reality".

I feel like that quote is being taken somewhat out of context; she's basically repeating an extremely common "business-ism": "their perception is your reality". Let's say you sell widgets. Your customers become convinced that you widgets have a defect that causes them to break after 2 months of use. You're frustrated because you know via extensive testing that this is a misconception, but it doesn't matter. You need to take whatever reality is (your widgets are fine), and make sure that peoples' perception of your widgets is that they are fine also. People don't make decisions based on objective truths, they make decisions based on their own perceptions, regardless of how faulty those perceptions might be.