Exceptional companies are based on four basic pillars - obsession with customers, empowerment of employees, inspirational leadership and extraordinary levels of innovation. American Express have recently been focusing on their customer service activities and have produced a smattering of videos on the subject, but they highlight how these things all overlap. You might find them interesting:
The leadership balance
Why we need to look harder at our promotional messages
The value (or otherwise) of social networking to business
The importance of DECENCY
Best wishes
Helping people achieve things they never dreamt they could
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