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
