American Express’ 3 stages of Customer Relationship Care


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American Express recently reported that their customer satisfaction rates have climbed dramatically

We are pleased to count American Express as one of our clients for a number of years, and I’m glad to read about their continued efforts to prioritise the customer experience. A recent post over at The Social Customer reports on Amex’s Relationship Care program, a 3 step effort to put an improved customer experience at the forefront of customer care. Amex have:

Training – Employees now receive 20% more training, specifically focusing on the emotional relationship they have with their customers

Hiring – New representatives are hired with building customer relationships in mind, hence why there has been a recent skew of hires from very customer focused industries such as hospitality.

Technology – Employees can tap into the extensive database full of customer insights, whilst improvements to the site Amex site has led to increased usability for customers.

American express have a commitment to customer experience that is not just words but actions. This again shows that investing in these areas drives results.

Read the original Social Customer blog post here

Republished with author's permission from original post.

Colin Shaw
Colin is an original pioneer of Customer Experience. LinkedIn has recognized Colin as one of the ‘World's Top 150 Business Influencers’ Colin is an official LinkedIn "Top Voice", with over 280,000 followers & 80,000 subscribed to his newsletter 'Why Customers Buy'. Colin's consulting company Beyond Philosophy, was recognized by the Financial Times as ‘one of the leading consultancies’. Colin is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 2% of podcasts.


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