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Pam
M. Arway, President, American Express Company, Japan,
Asia, Australia and Pacific
Greg provides great value in the area of improving and enhancing
customer experience. He takes an end to end approach and solves
for the real issues, rather than cosmetic and temporary changes.
He was an extremely valuable contributor to our business and helped
improve our customer service across many dimensions. Plus, he is
great fun to work with!
Vic Pynn, Chief Operating Officer, TRX
Greg's approach to quality is one of the best that I have seen in the
marketplace. He takes a holistic view which includes multiple client
touch points and then wraps metrics around the process to drive the
desired customer satisfaction.
This has proven to be a successful process to maximize customer
satisfaction as we moved business offshore.
Greg's ability to analyze and drive results combined with the
personal drive and ownership of issues drives results every time.
Andrea Levine, Vice President, Strategic
Resource
Management, American Express Business Travel
Greg is maniacally focused on understanding and improving the
customers experience across all interactions. He spearheaded an
innovative approach to improving our customers interaction with
our Travel Counselors, which led to a network-wide launch of the
Great Call Experience, resulting in improved customer satisfaction
and brand perception.
Helen Carras, Director of Business Alliance, American Express
Interactive Travel
We used Greg and his team when we wanted to refresh the service
our call center was providing to our customers. Greg's approach was
analytical, thoughtful, creative and totally focused on the customer's
needs. He built consensus between the leadership team and the
employees and delivered a solution that offered premium value to
our customers.
Michael Bingham,
SVP American Express
In my dealings with Greg over the Years i have found his passion
for the "Voice of the Customer " and his quest for " Customer
advocacy " to be both motivating and refreshing ... He leverages
Industry Leading Tools that will avail you pragmatic and
actionable insight.
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