Case Study: Amex loses a customer

Monday, July 18th, 2011

Jeff Jarvis, author of What Would Google Do, one of my favorite books and Dell Hell, has posted a story called An Amex Member no more about his recent experience with his American Express credit card and why he is no longer is a member. This is a classic case of misalignment between management and the service organization. This is a classic case of an organization that forgot what made it great and why customers were attracted to it.

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