Being out of touch with what customers care about is bad for a company.

Being out of touch with what investors want is often good for a company. That's an argument against everybody stepping into the CEO role.

Come to think of it both arguments are the same. The reason you don't want to pay too much attention to investors is because investors are often out of touch with your customer base.

The average company has more customer service representatives than CEOs. That should tell you something about their relative importance to the success of the business.

Having said that, sure, why not? Job shadowing is a great exercise if you do it right.