Gathering Intelligence - the Best Use of Surveys by Leaders

Leaders need accurate knowledge, and since Shakespeare's Henry V they've used anonymous surveys and other tools to get it. We talk with John Russell of The Russell Consulting Group about employee surveys, customer surveys, how to use them and how not to.
My second guest is the many-talented Francie Dalton of Dalton Alliances, Inc. and author most recently of the book Versatility.
Anybody who cares about employee retention and customer loyalty will want to listen.