How can apathetic or disengaged frontline servers produce happy customers? Some exceptional employee will delight customers despite how they’re treated by their boss or the organization. Most don’t. The vast majority of employees directly reflect the care and service they experience every day in their team or workplace. “The Secret to Delighting Customers? Put Employees […]Read post »
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Just after writing my last blog on improving customer service by treating your employees better I came across an interview on Jim Bush, EVP of World Service, at American Express. The new leadership approach Jim describes Amex has used since he took charge of this role in 2005 provides powerful data and examples of how […]Read post »