Ask for feedback from people with diverse backgrounds. Each one will tell you one useful thing. If you're at the top of the chain, sometimes people won't give you honest feedback because they're afraid. In this case, disguise yourself, or get feedback from other sources.
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Understanding who you serve is always a very important problem, and it only gets harder the more people that you serve. We try to pay a lot of attention to this by a combination of very rigorous quantitative and qualitative feedback. But if you're serving 1.2 billion people, it's very hard.
Management is about persuading people to do things they do not want to do, while leadership is about inspiring people to do things they never thought they could.
It doesn't make sense to hire smart people and tell them what to do; we hire smart people so they can tell us what to do.
If you want to hire great people and have them stay, you have to be run by ideas, not hierarchy. The best ideas have to win.
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