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Things Are Great! They're Not? Really?

I wonder if there's more than a coincidental link between this story and this one. Getting CEOs off their private jets and back into the smog of commercial aviation might just improve things for the rest of us.

The best organizations I know are those where the CEO is also a CMS - Chief Mystery Shopper, something that's hard to do from a private jet or a corner office. And that's a good lesson for marketers trying to rewire their organization's customer service DNA only to find the CEO lacks a customer's-eye view of the organization's fundamental weaknesses.


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