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Voice of the Customer and Rules for a Healthy Relationship
Recently, American Express won the 2010 Forrester Research Voice of the Customer Award. Companies who win this award are recognized for the way they collect, interpret, and react to customer feedback. Simply, these companies listen. They take it seriously. They make internal changes to create an even better experience and a stronger relationship.
American Express describes this process as “Relationship Care.”
No commentsThe “Relationship Care” servicing ethos centers on the idea that every customer interaction is not just a transaction but an opportunity to deepen the relationship and drive customer loyalty.
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