Stephen Hackley

"Everything is delivered through our employees. If employees are satisfied and happy, it comes through on the phones, it comes through in the field. They are the difference makers.

"It's a matter of trusting that our employees will make good decisions in the moment. We want them to be discerning consumer advocates, and you can't put that in a metric: This happens, do this.

"We want our people to go home and say, 'I had a good day.' "