Jeff Smisek: CEO's Role in Building Company Culture

Jeff Smisek, president and CEO of United Continental Holdings, oversees one of the most complex of business operations, running the world's largest airline following the merger of United and Continental — with 87,000 highly unionized employees, 5,800 departures daily, and more than 140 million passengers each year.

In his View From The Top talk at Stanford GSB, he discusses the role the CEO must play in developing and propagating a customer service culture, aligning stakeholders around a focused plan, and managing crises virtually daily.