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 »
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It’s a classic good news, bad news story. Consumers are willing to spend from 7 – 22% more for better customer service. But 60% believe organizations haven’t increased their focus on providing good customer service. That’s slipped from 55% in 2010. And 26% of this group feels organizations are paying less attention to service. The […]Read post »