Great customer experiences depend heavily on companies creating a great experience for their employees. Executive VP Jim Bush acknowledged this relationship from the outset of his quest to ramp up customer satisfaction at American Express. The company polled existing customer care agents to find what would boost the quality of their service. Among their answers... [full article »]
Laurie Bassi
Laurie Bassi is the CEO of McBassi & Company, a leader in the emerging decision-science of human capital management. Since founding McBassi in 2001, she has been working with clients to help them unleash human capability within their organizations. Earlier, she served as VP for research at ASTD, the director of several U.S. government commissions, and a tenured professor of economics and public policy at Georgetown University. Contact her at lbassi@mcbassi.com.
