Branson on Thinking Big
In this article, Richard Branson says everything comes down to two things: Culture and Service.
“We had accidentally stumbled on the core elements of a culture dedicated to delivering great customer service! It turned out that people who work in a friendly environment that is tolerant of mistakes, and who are empowered to make decisions about how they do their jobs, arrive at the best possible solutions for serving customers.”
Why make it an accident? Plan for it. Design your culture.