I thought about the opportunity of capitalizing on every interaction and moving away from being a cost of doing business to being an investment in building relationships.
Jim Bush – Executive Vice President of World Service – American Express
Let’s give Jim Bush a “marketer of the day” award for his mindset on how to leverage the service function to impact the bottom line – via customer engagement and not simple transaction management.
As he declared in a recent Fortune interview: “We let the customer determine how much time they want to engage. That engagement drives value. We serve customers, not transactions.”
Even if you don’t work in service, adopt an “outside:in” perspective and always consider what you can do to positively impact customers. It may come as a surprise that the AMEX service team is focused on and considers what it does a company competitive advantage. Continue reading
New ideas, clever approaches and important reminders always jump off the page during my business reading, especially those that might apply to challenges I’m facing or will likely face again.
