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)

Amex 'most satisfying' for 6 years running

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:

• Enhanced the American Express website to provide an improved user experience, including simplifying the online Account Summary function and making it even easier to navigate.
• Introduced 'tagging', which helps cardmembers create a customized view of their charges and simplifies the experience of managing their expenses.
• Launched a new Account Manager feature, making it easier for cardmembers to list additional individuals (e.g. a spouse or a business partner) who are authorised to access and manage their card accounts.
• Launched 'My Offers', a mobile offers engine that recommends and ranks merchant offers in real time for US cardmembers, based on their spending history and location.
• Introduced a new 'sync' feature for US cardmembers using Twitter, which turns customised Twitter #hashtags into additional savings.
• Created a new 'Online Financial Tools' website where consumers can educate themselves about credit-related issues, such as managing and protecting their credit profiles.

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.

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)