Here is one approach to getting everyone in the business to listen to customers and act on what they say.
Step 1 The CEO spends a lot of time going out talking to customers. The CEO tells the senior team what he has heard and asks them what they are doing about issues that he’s discovered.
Step 2. The senior management team not wanting to be caught out by the boss next time go out and listen to lots of customers and fix the problems before the CEO finds out about them.
Step 3. This process is repeated through all levels of the organisation.
Certain retailers are the masters of this approach but it works in all industry areas.