Jim Bush, Executive Vice President of American Express (Amex) World Service, was confronted with a challenge in the mid 2000s: After working for Amex for 24 years, he began to worry that the company was focusing too much on cost reduction. Customer service was eroding as the company strove to stay competitive during hard economic times. In response, he led the organization in a large-scale reinvention of its customer service strategy with an initiative called Relationship Care. By empowering employees with technology and information, Amex greatly improved its customer service and profits. Moving forward, students must help Amex address the challenges of taking “Relationship Care” global.
Customer Service at American Express: A Relationship, Not a Transaction
by: M.S. Krishnan
Publication Date: December 11, 2012
Length: 20 pages
Product ID#: 1-429-100
Core Disciplines: Information - Technology & Management, International Business, Strategy & Management
Partner Collection:
Available Documents
Click on any button below to view the available document.
Don't see the document you need?
Don't See the Document You Need?
Make sure you are registered and/or logged in to our site to view product documents. Once registered & approved, faculty, staff, & course aggregators will have access to full inspection copies and teaching notes for any of our materials.
Make sure you are registered and/or logged in to our site to view product documents. Once registered & approved, faculty, staff, & course aggregators will have access to full inspection copies and teaching notes for any of our materials.
$3.95
Need to make copies?
If you need to make copies, you MUST purchase the corresponding number of permissions, and you must own a single copy of the product.
Electronic Downloads are available immediately after purchase. "Quantity" reflects the number of copies you intend to use. Unauthorized distribution of these files is prohibited pursuant to term of use of this website.
Teaching Note
This product has a teaching note available. Available only to Registered Educators. Please login to view it.
Description
Teaching Objectives
After reading and discussing the material, students should:
- Examine how a company can make social changes to transform its culture to build long-term relationships with customers and empower employees.
- Explore how information architecture can be used to better serve customers and employees.
- Identify the roles leaders can play in transforming a company’s culture and operations to improve customer service, empower employees, and make their organizations successful even in difficult economic climates.