Creating a great customer experience at Hawaiian Airlines

I ran across this great article on creating an outstanding customer experience at Hawaiian Airlines:  http://blogs.hbr.org/cs/2011/11/to_win_customers_get_out_of_th.html

I particularly like his three requirements to maintain an unbeatable customer experience:
1) Get very close to their customer;
2) Benchmark against itself on a consistent basis, and
3) Empower employees to address the unexpected.

#1 and #2 are quite common.  But it’s #3 that I particularly like, because it helps you avoid over-managing the experience.  When you hire the right people, you can train and empower them to delight the customer without having to over-manage the experience.

What are your three rules?