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Jeri Ward: How do you inspire your staff?

Jeri Ward, the director of customer experience for Audi of America, knows that inspiring a team–and an entire organization–begins with leading by example. And may also involve delight. 

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FAST COMPANY: How do you inspire your staff?

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JERI WARD: I’m in a unique situation in that in addition to inspiring my team today, we as a team need to inspire the rest of this organization. And it may be cliche but we do that by leading by example, we also actively celebrate when we see others in the organization that are delivering on customer delight and doing things that align with our goals.