Frontline employees have the most information about customer needs, while leaders have all the authority. To deliver exceptional service, empower the people interacting with customers to make decisions in the moment. This closes the gap and allows the organization to be truly responsive.

To bridge the growing gap between leadership and individual contributors, executives should actively participate in their team's tasks. Taking a support ticket, sitting in on a sprint, or pair programming serves as a "Gemba walk" that provides firsthand experience and maintains an empathetic connection.

Don't just accept tasks from your boss. The initial request often reflects habit, not strategy. Your primary role is to pause and question if the proposed task truly solves the underlying business problem. This critical step prevents wasted effort and aligns work with actual goals, even when it means challenging a superior's directive.

Leaders set direction from a strategic vantage point but lack visibility into on-the-ground realities. It is your responsibility as an individual contributor to proactively communicate unforeseen challenges and propose better paths based on what you encounter directly.

As leaders rise, direct reports are less likely to provide challenging feedback, creating an executive bubble. To get unfiltered information, leaders should schedule regular one-on-ones with employees several levels down the org chart with the express purpose of listening, not dictating.

As an organization scales, some leaders become skilled at managing up while being poor managers to their teams. Executives must conduct regular skip-level meetings with frontline employees to get direct, unfiltered feedback and catch these bad behaviors that would otherwise be hidden.

Feedback often gets 'massaged' and politicized as it travels up the chain of command. Effective leaders must create direct, unfiltered channels to hear from customers and front-line employees, ensuring raw data isn't sanitized before it reaches them.

While experience builds valuable pattern recognition, relying on old mental models in a rapidly changing environment can be a significant flaw. Wise leaders must balance their experience with the humility and curiosity to listen to younger team members who may have a more current and accurate understanding of the world.

Don't be afraid to surface problems to executives, as their job is almost entirely focused on what's not working. Withholding a problem is unhelpful; clarifying and framing it is incredibly valuable. Your champion isn't offending their boss by raising an issue, they're demonstrating strategic awareness.