Chip R. Bell

Great innovative service leaders view freedom as a crucial characteristic to cultivate ingenuity and creativity.  Consider three of the most innovative service cultures—Zappos, Nordstrom and Ritz-Carlton Hotels—and you will discover each is a wellspring of employee freedom.  One of Zappos’ core values is “create fun and a little weirdness.” Nordstrom tells employees their only rule: “Use your good judgment in all situations.”  And, a core Ritz-Carlton Hotel value is:  “I am empowered to create unique, memorable and personal experiences for our guests.”  Nurturing freedom is a lot like mining.