My Take:
Great Service, Great Business
Gary Lemke, Chief Customer Advocate
(April 24, 2012)
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Are contact centers transaction-based or relationship-based? OK, it's a trick question. More precisely, it's a tricky answer.
Most organizations have finely honed measurements, business processes, and incentives to make the transaction as efficient as possible. The shorter, the better. Hey, time is money. But Jim Bush, Customer Service Czar at American Express has systematically transformed the focus away from productivity towards the relationship.
He got rid of all the scripts. He changed agent training. He implemented the Net Promoter Score. He lets the customer determine how much time they want to engage.
But it's not about the warm and fuzzy. He has been able to show that increased satisfaction drives increased engagements with American Express products. And he tracks the benefits all the way to shareholder value. He claims that a positive promoter will increase spending 10% to 15% with a four to five times increase in retention. (Read More: Can I Help You)
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