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Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)
 

Airline miles rewards drive credit card customer satisfaction

American Express, Capital One and Discover ranked highest

In one of the clearest signs yet that businesses in America are ready to get back to normal, airline rewards once again have become one of the top drivers of small business credit card customer satisfaction, according to the J.D. Power '2021 US. Small Business Credit Card Satisfaction Study'.

The study showed that small business customer satisfaction is surging, driven by a combination of improved overall economic outlook, competitive interest rates and satisfaction with rewards programs-with a particular focus on airline rewards.

"The strongest drivers of small business customer satisfaction with credit cards is a strong alignment between specific business needs and individual card benefit," said John Cabell, director of wealth and lending intelligence at J.D. Power. "We saw the dark side of that phenomenon during the height of the pandemic when many customers were more frustrated with fees and credit limits and not able to take advantage of card benefits. Now, as the outlook is starting to improve for many small businesses, airline cards-as well as retail cards and bank brand cards-are starting to play a major role in the customer rewards satisfaction equation."

Following are some key findings of the 2021 study:

American Express, Capital One and Discover ranked highest in customer satisfaction in a three-way tie, each with a score of 864. The 2021 US. Small Business Credit Card Satisfaction Study, now in its third year, measures customer satisfaction with the largest small business credit card issuers in the US by examining six factors (in alphabetical order): benefits and services; channel activities; credit card management; credit card terms; key moments; and rewards.


Sources: J D Power /
The Marketing Factbook.
Copyright © 2022 - 2025 The Marketing Factbook.

    Categorised as:

  • Customer Experience
  • Customer Loyalty
  • Knowing The Customer
  • Marketing Know-How
  • Marketing Technology

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)
 
Copyright © 2001-2025 Peter J. Clark