It’s not a first for American Express, it’s a fourth.
According to J.D. Power and Associates, the company with a strong Valley presence ranks highest in credit card customer satisfaction for a fourth consecutive year.
“When others were cutting back, we invested in service, reinventing every aspect of how we engage with our customers,” says Tammy Weinbaum, senior vice president-general manager in Phoenix and Salt Lake City. “We’re seeing positive results in terms of customer satisfaction as well as employee attrition.”
American Express revamped the workplace for its customer care professionals by offering flexible schedules, doing away with the traditional call center metrics and basing pay on performance. “We survey customers and ask about their interactions with our employees,” explains Christa Burkhalter, director of corporate affairs and communications. “We use that informatin to help employees grow and to reward them with pay.”
The focus on customer service pays off for other companies, too. OPEN is the American Express team dedicated exclusively to the success of small business owners.
Among OPEN’s programs is AcceptPay, a tool to help business owners get paid faster by allowing them to create, send and track invoices and accept payments online. SearchManager provides a simple way to advertise online and manage campaigns in one place. InsuranceEdge offers four types of business insurance: general liability and business property, worker’s compensation, commercial auto and umbrella. OPEN Forum is an online resource full of videos, articles, blogs and expert advice to help boost member’s business.
“With more than 7,000 employees dedicated to helping us achieve our vision to become the world’s most respected service brand, we have a lot to look forward to,” says Weinbaum.
That includes turning their fourth J.D. Power and Associates U.S. Credit Card Satisfaction Study win into a fifth.