Joe Queenan, a writer usually found in the pages of such magazines as Esquire, contributes a solid piece to Chief Executive's May issue. "Putting Your Angriest Customers to Work." Queenan recounts an anecdote about a leader who shut down an office, enlisted some of the company's best customers, and asked them to employees know what they thought of the company's performance and quality.
Wow. When was the last time you sought out frustrated customers?