Did you know that an average of 96% of company problems remain hidden from senior leadership, and it makes organizations fragile?

In 1989, Sidney Yoshida have studied the problem and introduced the concept of the ‘Iceberg of Ignorance’.
100% OF REAL PROBLEMS KNOWN BY FRONTLINE EMPLOYEES. JUST 4% ARE KNOWN BY TOP MANAGERS. Ouch! 😬

It’s paradoxical that those with the most information can be the least aware of critical issues. But in fact the problem is that executives are flooded with information, making it hard to focus on what matters most. You fixate on minor problems while missing the ‘elephant in the room.’ 🐘

Here are some good practices to tackle the Iceberg of Ignorance:
🔹 DIVE INTO CUSTOMER FEEDBACK: It’s the unfiltered truth.
🔹 ACTIVELY LISTEN TO OUR TEAMS (and read working chats): Their insights are gold.
🔹 OPEN COMMUNICATION CULTURE: Everyone should feel comfortable sharing concerns and ideas.
🔹 PUT ON CUSTOMER’S SHOES: Regularly test the customer journey and experience the challenges they face firsthand.