Business leaders have to create an environment that motivates employees to want to take care of customers.
A strong company culture is now one of the key criteria for employees when choosing where they want to work. Once employees join your organization, your company culture will have a direct impact on how they work for you. It will influence their decision-making, attitudes and interactions with each other and, more importantly, toward your customers.
I think this is a great point that is not brought up all that often. Great link!