Michelle Peluso has a service level agreement with herself: to answer any email that she receives from an employee within 24 hours and to reply directly to all customer emails that land in her inbox, and she is totally committed to Travelocity’s “customer championship” philosophy. Prior to her appointment as Travelocity’s CEO in December 2003, Ms. Peluso served as the company’s chief operating officer and senior vice president of product strategy and distribution. whartonwomen.org
