American Express achieves pride, performance and a sense of purpose

Abstract

There is nothing particularly original about a company making customer satisfaction the centre of its culture. But American Express differs from most others in having an effective system to make sure that everyone buys into the cultural focus.

Citation

(1997), "American Express achieves pride, performance and a sense of purpose", Management Development Review, Vol. 10 No. 5, pp. 191-192. https://doi.org/10.1108/EUM0000000004400