1. As an American Express employee, how would you feel about having a significant part of your bonus tied to customers’ willingness to recommend the company to a friend? What are the upsides of that approach and what are the downsides?
2. Which of American Express’s Relationship Care strategies would be most motivational to you? Why?
3. Consider these strategies in the context of the theories reviewed in this chapter (expectancy theory, goal setting theory, equity theory, and psychological empowerment). Which theories seem to be most present in these strategies? Which seem to be least present, and what could the company do to rectify such omissions?