But people are still in love with traditional surveys in spite of my repeated advice against them.

In spite of the fact that these studies have been repeated and that the designs have been modified in a way that has tried to make the studies more valid, we continue to see this disparity in the final results of the study.

Although most companies start out with a strong focus on customers, as the organization grows beyond a dozen members, people may stop looking outward and become preoccupied with internal processes.

One of leadership's most important jobs is to honor individuals who go beyond their job descriptions and truly delight their customers. The best way to empower employees is to identify peers who have excelled in customer service.

Customers who complain are not nitpickers or looking for discounts, they're committed to your organization. Someone who isn't committed to your company wouldn't bother complaining.

The irony is that this inward orientation doesn't ensure survival. In fact, it guarantees the opposite -- irrelevance, obsolescence and death.