From Adap­tive Path: I’m contin­uing to explore the impor­tance of trust, though not just in customers, but in ones own employees as well. For example, South­west Airlines empowers front-line employees to make deci­sions driven by customer needs, and does not require them to be beholden to poli­cies and proce­dures manuals. Nord­strom (again) had an employee hand­book that consisted of 75 words: Welcome to Nord­strom. We’re glad to have you with our Company. Our number one goal is to provide outstanding customer service. Set both your personal and profes­sional goals high. We have great confi­dence in your ability to achieve them. · Go to Exam­ining trust as a key to great expe­ri­ences →