The Third Challenge of Leading From the Bottom of the Inverted Pyramid

In an inverted pyramid, if you don't have a lot of empowered people, you're never going to be able to run your organization. And again, i think that's true regardless of the size of the organization. The most important people are the customers and associates at the top of the pyramid. How do you listen to them? And any organization? In an inverted pyramid world, you actually have to be aggressive about listening.