There's a great line in "The Hunt For Red October." Maybe you remember it. Jack Ryan, looking at a radar screen, asks "What are those destroyers doing?" The Captain says "They're listening with sonar, looking for the Red October. Funny thing though--they're moving so fast, they could run over my daughter's stereo and not catch it."
They're listening. But moving fast. So they can't hear.
Isn't that what most companies do about listening to customers and employees? Perhaps the execs say that feedback is important. But they're moving so fast, and making so many assumptions, that they can't hear. The golden nuggets that transform business aren't to be found floating on top; they're down deep, and require deeper listening and probing to find them.