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Amex 'most satisfying' for 6 years running

Consumers have ranked American Express highest in customer satisfaction among US credit card companies, according to the annual nationwide study by J.D. Power and Associates.

The '2012 Credit Card Satisfaction Study' study looked at six factors to determine overall satisfaction (those being Customer Interaction, Billing and Payment Process, Credit Card Terms, Rewards programmes, Benefits and Services, and Problem Resolution), and placed American Express highest in overall satisfaction among 11 of the largest card issuers in the US, for the sixth year running.

"While our goal is to satisfy our customers, and not to get awards, we are thrilled to have received this terrific recognition every year since 2007," said Kenneth I. Chenault, chairman and CEO for American Express.

During the past year alone, American Express has introduced a range of new offerings and enhancements, particularly to the online experience, which in many cases were in direct response to customer feedback. For example, the company has:

The study also found that American Express scored highest in both live and automated phone interaction, a performance level that is underpinned by 'Relationship Care' - the company's servicing approach that defines the way in which Customer Care Professionals (CCPs) must serve customers, emphasizing the resolution of queries upon first contact.


Sources: J D Power; Associates; American Express /
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    Categorised as:

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

Have you seen The Marketing Factbook?

The Marketing Factbook will help you up your marketing game, walking you through the techniques, metrics, reporting, analysis, marketing models, technologies, tools and innovations you need for a hgih-profit, high-rentention marketing strategy.

This comprehensive marketing guide has 400+ packed pages of marketing strategy, trends, best practices, do's and don'ts, practical know-how, facts and figures, and tons of ideas to boost sales revenue, market share, ROI, and profits. It's the report no marketer can afford to be without.

Find out the best ways to gather, analyse, and act on customer data to increase profitability, build your brand, empower your customers, beat the competition, reduce churn, and increase customer profitability.

Find out what works and what doesn't, who's succeeded and how they did it, and how the world's top brands keep their competitive edge against all odds. This report gives you the data you need for the best decisions for a more profitable, more engaging marketing strategy.

Get the hard facts, forecasts and trends identified by our experts from the global Marketing Factbook's vast database of market data, studies, research and white papers, and gain an invaluable library of ideas and practical support you can call upon at will.

With The Marketing Factbook at your side, you'll have a true goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, research and market data, plus all the supporting arguments you need to build a solid, profitable marketing strategy: All the know-how, strategies and ideas you need to get your own Marketing Playbook right, first time.

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