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.
We all need people who will give us feedback. That's how we improve.
Be a yardstick of quality. Some people aren't used to an environment where excellence is expected.
Manage the top line: your strategy, your people, and your products, and the bottom line will follow.
My job is not to be easy on people. My job is to make them better.
Find people who are competent and really bright, but more importantly, people who care exactly about the same things you care about.
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