Why does it take an extreme to get results?

I have watched a few bits and pieces of Undercover CEO and Undercover Boss, the concept is that the out of touch CEO or business owner gets a disguise and goes undercover working as an everyday schmo to see whats wrong and right with his or her business.
The ones I saw the CEO is so shocked when she finds out that most of the people think she is a douche or the people who make the guy all his money are generally hard working , under appreciated, shitty treated cogs who are prevented from becoming great.
So the question to business owners and CEO's is simply this: "Why the hell are you so out of touch with your business that it takes a crappy disguise and a reality show to shed some light?"
No wonder North American business is in such trouble.