Contact with customers 'essential'
Serial aviation entrepreneur David Neeleman is the chief executive of Azul, a low-cost airline that he set up in 2008 in his native Brazil.
Katie Taylor is the chief executive and president of Four Seasons Hotels and Resorts, a Canadian company which runs luxury hotels all around the world.
Mr Neeleman tells Ms Taylor he believes it is important for even the most senior members of his company to have face-to-face contact with customers. Ms Taylor agrees, and adds that at her company the voice of the employee is just as important as the voice of the customer.