Who is listening to you? How many people respect you?” Kenneth Chenault applied a similar method toward listening to American Express customers, often organizing impromptu listening tours and engaging with customer service teams to better understand the quality of service and support that consumers would receive, and how to continually improve it. This is what allowed him to demonstrate kindness and care through measurable, observable, outcome-driven actions—and the company thrived during his 17-year tenure as the company’s leader. –Eric Solomon