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.

Craig Cochran

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.

Craig Cochran

The irony is that this inward orientation doesn't ensure survival. In fact, it guarantees the opposite -- irrelevance, obsolescence and death.

Craig Cochran