TalkTalk Chief Executive Dido Harding personally reads customer complaint emails on a daily basis.
Speaking at an event staged by The&Partnership, the broadband boss claimed she reads subscriber feedback every day, sometimes with other members of the management team.
As reported by Marketing Magazine, Ms Harding said many of the emails are "awful", but she views this task as "doing her daily prayers".
"I look at [the emails] at the end of the day on my way home," she noted.
Ms Harding said it is crucial for businesses to have a set of core values that go beyond making money, with the customer experience high on the agenda.
And when things go wrong, company bosses need to accept the criticism, be accountable and find ways of doing better.
"When we gave free TalkTalk broadband to everybody, the next month there was a barrage of complaints that they had to call the call centre," Ms Harding noted.
"That is the point - to eat our own cooking."