An executive recruiter friend coined this expression, "ignorarrogance." Many organizations in the last 10 years have sponsored razor-sharp customer service initiatives. As time has passed, and some would say distracted by the stalled economy, customer service has again drifted into the background. Returned calls or e-mails? Forget it. Eye contact and genuine interest from a service provider? Kaput. We might ask whether leaders have colluded with this drift to "ignorarrogance" --ignoring customers with a dash of arrogance. We could easily make a case that this is what Mr. Mubarak has allowed to happen with his constituents in Egypt--a leader who became only too comfortable, far too removed from his base, and way too arrogant. What is the "ignorarrogance" level in your organization?