Not Customers but Members in who I feel responsible to deliver value
One of the most outspoken true Service driven organizations is American Express. They build Customer Relationships based on a Culture that is Customer Centric Focused by the people and hearts.
See for instance how they build their Brand on Service instead of develop the Brand just on advertising http://www.business-standard.com/article/management/brands-have-been-built-on-customer-service-jim-bush-113051200459_1.html or in the Service Culture approach from a organization development perspective.
How to build true Customer Relationships https://www.youtube.com/watch?v=icPUqkZ-5s8. They focus on conversational skills in their service departments to interact with customers on true listen and question customers on there needs and make it really relevant. They make their Employees of the call center key focus, Customer Care Professionals is their proud job title.
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