One CEO takes steps to find out what his customers are saying about his company. Great leadership! And a way to create immense goodwill.
When criticized, defensiveness is natural. Yet, such a response will give you a reputation as someone who cannot listen and accept feedback. Improve your credibility by learning how to “fog”. Leadership expert Merge Gupta-Sunderji explains.
Air Canada has recently made some positive moves to reconnect with its disillusioned customers. Leadership expert Merge Gupta-Sunderji comments on their actions.