In the late 90’s we eagerly studied companies that were outstanding at creating employee engagement, which led to customer loyalty and to financial payback – which could be invested back into employees. High on that list were companies like the Ritz-Carlton hotel group and the low-cost carrier Southwest Airlines, to mention a few. A lot can be said about companies that have been successful at this. One common denominator that it often comes down to is to EMPOWER your employees. This can sound like just a buzzword, but it’s a necessity to release people’s ability to make a difference,...