Should CEOs Take Customer Complaint Calls?

On this week’s Omni Talk Retail Fast Five, Chris weighs in on senior executives personally fielding customer complaints, like Tom Curtis at Burger King.

The upside is clear: it role models customer centricity, aligns leadership around real feedback, and sends a powerful cultural signal across the organization.

But the key is process. Listen. Document patterns. Identify themes. Then act on systemic issues, not just the loudest one-off voice.

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