CEOs spend 3% of their time with frontline workers. 89% of those workers say they'd stay if leadership actually listened. Marriott's CEO went on the road to close that gap. Here's what he found.

Jeff Bezos put an empty chair in every meeting and called it the most important seat in the room. Here's why "how often should leaders talk to customers" is the wrong question, and what to ask instead.

Brian Niccol had all of Starbucks' data. He went to the stores anyway. Here's why the most important thing your customers are telling you isn't in any report on your desk.