PW 2012 Video: A Relationship-Driven Approach to Service

Presented by: Jim Bush, Executive Vice President, World Service, American Express

Jim Bush is responsible for leading the company’s global customer servicing operation.  This includes an integrated global network comprised of 20,000 customer care professionals across nearly two dozen proprietary servicing locations.  This team provides service to American Express customers globally in more than a dozen languages and across a broad array of channels, including telephone, internet, e-mail and mobile.

Since 2005, Jim has led the transformation of the World Service organization, which has been called “one of the most remarkable internal service culture revolutions in the history of American business” by Shep Hyken, the author of the best-selling book, The Amazement Revolution.

Jim built the relationship-driven approach to customer service called Relationship CareSM, which focuses on deepening relationships with customers by empowering Customer Care Professionals (CCPs) to deliver outstanding service.  This service ethos relies on active listening and creating an emotional connection with customers and uses customer feedback as its primary measure of success.

Jim also globalized the service organization, and under his leadership, American Express has been recognized as a global service leader.  It has earned five consecutive J.D. Power & Associates awards (2007 - 2011) for highest customer satisfaction among U.S. card companies.  American Express was also named toBusinessWeek’s 2009 and 2010 list of “Customer Service Champs” and received honors for outstanding service in Australia, Mexico, and United Kingdom.