Listen to everyone in your company and figure out ways to get them talking. The folks on the front lines—the ones who actually talk to the customer—are the only ones who really know what's going on out there. You'd better find out what they know.

You can't lead effectively if you don't understand the business from the ground up.

不要告诉我你做得有多好；告诉我当我使用它时，它让我感觉有多好。