Page 0045

Page 44 APRIL 2018 | RETAILERS FORUM MAGAZINE

forumworkshop

FORUM WORKSHOP

continued...

In addition to listening to their customers,

American Express employees are asked

to spend 10% of their time striving to

improve their job of delivery service.

The result is many internal and procedural

changes resulting ultimately in

better service to the customers.

American Express sincerely believes that the

key to success begins with not only pride and

motivation of the employees, but with ongoing

research into both job enhancement and customer-needs

identification. It utilizes sophisticated

research techniques and the latest

technology to quantitatively assess the needs of

the customer. From these assessments delivery

of service improvements and new services are

developed for its card membership. Ultimately,

American Express wants its customers to feel

that it is the only company they want to do

business with.

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