Do your employees know how to cultivate your brand? In his book, The Last Lecture, Randy Pausch describes how one employee's quick decision earned Disney over $100,000.

At the age of twelve, Randy and his sister were given the rare opportunity to venture out on their own while vacationing at Disney World. Thrilled with their freedom, they purchased a gift to thank their parents. But before making it back, Randy accidentally broke the gift. An adult on the scene advised him to return to the store and see if Disney would replace it. Even though Randy admitted to breaking the gift, the Disney employee replaced it and sent him happily back to his parents.

The Pausches were so impressed with Disney's commitment to their customers' satisfaction that they made Disney World an integral part of their life-long philanthropic efforts, spending more than $100,000 of their own money shuttling students to the park over the years.

How have you empowered your team to build life-long fans of your brand?

"Remember there's no such thing as a small act of kindness. Every act creates a ripple with no logical end."

Scott Adams