One of leadership's most important jobs is to honor individuals who go beyond their job descriptions and truly delight their customers. The best way to empower employees is to identify peers who have excelled in customer service.

Although most companies start out with a strong focus on customers, as the organization grows beyond a dozen members, people may stop looking outward and become preoccupied with internal processes.

The leadership of an organization has no job more important than making sure everyone knows the importance of the customer. CEOs who want real job security should try to please customers, not shareholders.

Jess and Bryce are amazing skaters and they did a truly unbelievable job.

They're in the Job Corps learning real-life experiences and real life jobs, and we took that to the standard that we would give them the opportunity to be able to fly, experience first hand flying, getting through airport securities and then they'd come back and report.

We looked at seven or eight different job descriptions and this is a summation of those. This is intended to give us a starting point on what might be the attributes and the duties and responsibilities of the chief.