Not tilting at windmills so much as a 'fool me once' wariness. But you're right, good leaders seek out customer stories in their own words and try to start conv

Not tilting at windmills so much as a 'fool me once' wariness. But you're right, good leaders seek out customer stories in their own words and try to start conversations with those customers so they can hear the good and bad from the source. Otherwise it's all filtered by people trying to cover their butts.