If you have ever been on the receiving side of excellent customer service, you know how it communicates value and contributes to customer loyalty. How might focusing on excellence in customer service move your church or organization in a new direction?

In this edition of Defining Moments, Heather Larson — Executive Pastor of Willow Creek Community Church — interviews Bill Hybels focusing on content from Horst Schulze's talk at the 2015 Global Leadership Summit.