Re-engineering: using the customer as a unifying factor

Author: Denton, D Keith

Source: Training for Quality, Volume 4, Number 3, 1996 , pp. 11-15(5)

Publisher: Emerald Group Publishing Limited

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Abstract:

Claims that every successful corporate culture has to have a unifying factor which makes the company distinctive. Looks at American Express, which, it suggests, has a central culture of focusing on the customer. Examines how American Express places its focus on the customer and the benefits of doing so. Concludes that by empowering its employees and encouraging them, a firm will not have trouble in developing good employee relations.

Keywords: Corporate Culture; Customer Satisfaction; Customer Service; Employees; Empowerment

Document Type: Research article

DOI: http://dx.doi.org/10.1108/09684879610367619

Publication date: 1996-03-01

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