I came across (via a comment on Wim Rampen’s excellent blog by Arie Goldshlager) a very interesting interview with American Express’ EVP of Service reviewing changes to the company’s contact center practices. In the interview Mr. Bush makes several interesting statements such as “We also strongly believe that great service doesn’t come down to what we think about our performance internally. It’s all about what the customer thinks after every interaction. So we’re not measuring our performance by internal measures.”
Later in the interview the discussion continues to review some of the benefits and guiding principles behind the change. Most importantly, however, is the focus on the long-term relationship between the customer and the company. If this kind of thinking works for a high volume operation like American Express it should work for the Enterprise Software market as well.