Every time information is passed through someone or a level in a company, it's filtered and changes. As a CEO or executive, how often do you talk directly with employees on the front line for unfiltered feedback? What do your salespeople tell you is their #1 bottleneck in growing their numbers? According to the front line customer service employees, what are the top customer complaints? Or from the employees that handle current customers, why do they cancel?
These reasons should all be different than last year's reasons. If they're the same - is your company really working to break the bottlenecks that are slowing your growth?
Even in a company of 20 people, a lack of communication creates unnecessary problems. In fact, it can be more of a problem because the pace of change is faster than in a big company, making regular CEO-to-frontline-employees communication even more important.
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