What is the Customer’s real experience with your company?
Put down that report. Turn off your Blackberry. Get out of the car/plane.
Get out and talk to your Customers. Ask them to tell you what it’s like to do business with your company. Ask them to give you the unvarnished assessment of your performance. Don’t do a survery. Don’t hire a marketing company. Get off your duff (you too, CEOs) and find out what it’s like to be a Customer.