The Consumer Centric Organization
Grant McCracken has an interesting post, "Ethnography: and comes back again". It's about instructing senior exec's on how to get back in touch with their customer's.
"The afternoon worked because we are, our extravagant protestations notwithstanding, one nation, after all. Our powers of empathy have not yet been outstripped. Smart people, with a curiosity activated by empathy and self interest, can still make contact with smart people endowed curiosity, empathy and self interest. (This is when the species is most attractive, when driven by these our three best motives.)"
I wonder if they, the execs, made a recording or podcast to share with the rest of the organization. You know, for those employees that might have to implement something to get their work done.