Measuring Customer Service at American Express - 1367 Words

Measuring Customer Satisfaction at American Express American Express is a world wide travel related service company. American Express works with both consumers and business with their financial planning as well as offers numerous amounts of credit card products and travel assistance. They have many products and services that are used throughout the world by consumers and businesses. As American Express moves towards the future, like most credit card companies, they want to be competitive and responsive to the needs of the consumer. American Express sends out customer service surveys to the card members that call in to the telephone service center. The surveys are sent out randomly with a coding on the bottom of the survey so that†¦show more content†¦This study will outline the relationship between customer satisfaction with customer service and customer retention at American Express. To support the findings, we will conduct an empirical study focusing on the relations hip between perceived customer service quality and customer intentions. My proposal is to have the card members take the surveys immediately after the service is provided. This will ensure an actual reading on the customer s actual satisfaction of how the company performed on their issue. By doing this the company, can provide immediate feedback to the employees when needed and will also be able to have the survey results on the spot instead of having to wait weeks sometimes months before receiving the survey back. This prolonged time is a wasted time where the company could have been already looking into the issue or seeing what is working well. We will conduct a pilot of all American Express customers (the population) by use of a voice response system immediately after they have been serviced by our customer service representative. The pilot will take about one quarter to get enough data to review and to be effective. We will contact all card members by calling them if they gi ve any questions asked a Fair or Poor answer to discuss the issue with them within 2 business days of them taking the survey. By doing this their discussion with our representative is still fresh in their mindsShow MoreRelatedAdvertising Strategy and Its Alignment With the Marketing Goals: Clear Vision Inc. Case Study1153 Words   |  5 Pagesconcerning the contact lenses industry, but it is mainly going to emphasize this products novelty and the resulting innovative attitudes that the masses need to employ with regard to it. Even with the fact that the company has a community of loyal customers, it is going to change its advertising strategy in the case of Liquid-Drop Contact Lenses. 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