How Having a Culture of Autonomy Would Have Saved United Airlines a Billion Dollars

Ritz Carlton. Zappos. Starbucks. Nordstroms. Southwest Airlines. These iconic brands are legendary largely for the outstanding customer service they provide. That level of customer service is based upon a simple — but profound — leadership principle. And while the phrasing varies from one great organization to the next, the tenets of the principle don’t: Hire…