The people that work with you should generally come up with their own initiatives.

Delegate completely. Let people make mistakes and learn.

The office environment that people live in and work in, dictates your culture and how people make decisions.

Create tools that enable people to make decisions at the same level, ideally, of fidelity that that you would make them yourself.

Treat customer support as a product.

You want to start with the objective of everything should feel exactly the same.

Most people, most great people even are ammunition. But what you need in your company are barrels. You can only shoot through the number of unique barrels you have, so that's how the velocity of your company improves... is by adding barrels, and then you stock them with ammunition and then you can do a lot.