Adam & Jeannie,
Thanks for doing what you do. One of my favorite sayings is, "Thank you for showing us what not do!". Which is exactly the situation in the scenario you shared about the CEO that doesn't involve him/herslf in the customer experience. The next chapter of that scene is when the CEO just doesn't understand why the buisness is failing. Whether you are a salesperson, inventory person, accountant, IT or even the CEO if what you do on the daily basis doesn't impact the customer and the customer experience you are quietly cracking the foundation of your business. You can have a fantastic product, great benefits for the employees, pretty "adjectives" that make your business fun but if you don't rap that into focusing on the customer your competitors will and you will be asking what happend as you are closing the doors. Thanks again & keep it up!