Conor wrote a insightful post a couple of days ago titled "How contactable is your leadership?"
Do the company leaders and managers hide behind walls of customer service reps? And make sure their contact details cannot be found on their website? The reality is many CEOs are probably very keen to hear what their customers say, but don't have the systems in place to personally deal with complaints, suggestions etc.
This will change. The CEOs that change first will benefit. Those that follow later will not, as it will be expected. So, CEOs -put your mobile number or email address on your homepage.
Conor found a company doing this (or something similar).