“People say I make strange choices, but they’re not strange for me. My sickness is that I’m fascinated by human behaviour, by what’s underneath the surface, by the worlds inside people.”
The CEO have normal no direct impact on a customer at all! What the CEO can do is to train someone who will then impact on your customer. The leaders are responsible for the people who are responsible for the customer; get that chain right, and every and everything goes just fine.