Customer service shouldn't just be A department, it should be the entire company.

Every employee can affect your company's brand, not just the front-line employees that are paid to talk to your customers.

I think the most important thing is just if you hire people whose personal values match the corporate core values - and not just the stated ones.

Help shape the stories that people are telling about you.

To WOW, you must differentiate yourself, which means do something a little unconventional and innovative. You must do something that’s above and beyond what’s expected. And whatever you do must have an emotional impact on the receiver.

Your personal core values define who you are, and a company's core values ultimately define the company's character and brand. For individuals, character is destiny. For organizations, culture is destiny.

The ultimate definition of success is: you could lose everything that you have and truly be okay with it. Your happiness isn't based on external factors.