Strongly agree with this. And I think the focus on CEO for a small company makes sense, but when you apply the same message to a large company it has the potential to become an even larger message. Why isn't every employee at every company doing some type of customer support every 3 months? Or even just once in initial onboarding or 6 months into a new job. Every company has customers and customers are the core of what makes the company go. What else could be more important?

No idea. It's crazy that Zappos is such a unique example of having everyone do some customer support when they start. And I've got almost zero other examples of this in my head for medium and large companies.