Measuring Customer Service at American Express

In fact, companies who successfully implement a customer experience strategy achieve higher customer satisfaction rates, reduced customer churn and increased revenues. Furthermore, research by American Express found that 60% of customers are willing to pay more for a better experience. (American Express, 2011)

On Sunday, September 4, during review of daily patient service surveys, I noticed there were 7 surveys that appeared to be in good condition, checked off in the same writing. The surveys were all checked as “5” – Excellent Service. These surveys appeared to be suspicious. Per Health Connect auditing, surveys that belonged to these patients were checked in by you on September 3, 2016.

The convenience sampling method will be most appropriate for Bank of America’s research as it will save time and money. The goal of the sample is to find what is most important to customers and if they would be willing to pay increased fees. Bank of America will have access to every one of their customers by way of banking or ATMs. Surveys can be assigned to ATMs, or handed out at Bank of America locations as customers arrive for their day-to-day banking needs. These samplings will be random. Probability sampling, based on random selection, ensures each population element is a known nonzero chance of selection. This provides estimations of precision and offers an opportunity for generalized findings to the population of interest from the sample population. Thus Bank of America can both conveniently and randomly survey customers. In addition to improving the validity of the sample, convenient randomized sampling promotes good

American Express strives to create an environment where the employees are respected, feel fulfilled personally and professionally and look forward to going to work. This is achieved by the following practices:

On a periodic basis, the Federal reserve releases key statistics related to credit card debt in America. With almost 2,000,000,000 credit cards in use while in the hands of almost 200,000,000 individual credit card holders, there is no denying the popularity of these little pieces of plastic. Through May of 2015, Americans were responsible for $901 billion in credit

American Express is one of the main organizations with a solid, worldwide nearness over the whole installments chain. They are the world 's biggest card backer, with premium system for high-spending card individuals. They handle a great many exchanges every day, and have accomplices that give business-building administrations to an overall trader base. With them having this level scale crosswise over installments gives them different chances to develop their business and drive advancement in the commercial center. It 's additionally a portal to a more extensive exhibit of administrations that further separate American Express. ("Our Company," n.d.)

As suggested by Cornwall and Scarborough, the survey will be brief, address aspects of recreational vehicle and travel trailer storage, and be based around a, “simple ranking system” (Cornwall & Scarborough, 2015, p.281). The survey questions will be developed in three phases. Phase one is general demographic questions, phase two is homeowner association or residential limitation and phase three will cover specific individual storage requirements. The survey will be short and take less than three minutes to complete. According to Lydia Dishman, a contributor for Forbes, “ 52 percent of customers said that they would not spend more than 3 minutes filling out a feedback form” (Forbes, 7 Mar 2014, para.3).The market survey will provide K&M Storage valuable market information and assist in the detailed business plan and strategy. This type of market test will provide inexpensive and quick market feedback (Cornwall & Scarborough,

I believe that Jack and Sarah’s idea to survey people to determine their target market was a good one. The feedback from the surveys proved helpful to their company. However, I think their approach to the survey was a bit flawed. There might have been some bias in just walking up to people and asking them to fill out a survey. I do not believe the survey was as random as it should have been because Jack and Sarah can choose who they want to approach and ask to fill out a survey. They may unconsciously or consciously choose someone scrolling through their phone or someone who looks approachable. Their survey selection methods may leave out people who do not like to talk or be approached on the street. Sending out an internet survey might reduce the bias a

United states : BBVA compass announces a new card-issuing partnership with American express. (2015). MENA Report, Retrieved from https://libaccess.fdu.edu/login?url=http://search.proquest.com/docview/1655141861?accountid=10818

With the many methods of administration such as Personal interviews, telephone interviews, mail surveys, and online surveys, an ideal method of administration would be face to face where the respondent completes the questionnaire in the restaurant shortly after the dining experience. Another cost-effective method that could be useful is the online survey option. Respondents can take the online survey at their leisure, however, the challenge is having the customer complete the survey after they leave the restaurant.

The cards under consideration are Visa, MasterCard, Discover, and American Express. The sample sizes to be used for each level are 25, 25, 26, and 24, respectively.

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

American Express, also know as AMEX, is a global financial services company headquartered in New York City and founded in 1850. With 54,000 employees and a revenue of over 35 billion dollars American Express stands tall on the New York Stock Exchange (Sec.gov). American Express is best known for it’s credit cards, which make up about twenty-five percent of total dollar volume in credit card transactions in The United States of America (Reviews.greatplacetowork.com). American Express’ goal is to maintain a leading and almost elite reputation with as many qualified card holders as possible. American Express does this by concentrating on the customer’s experience and branding that experience. American Express’ key components in maintaining and further exceling into this goal includes focusing on their human recourses, social responsibility, and marketing techniques.

American Express has plans to establish some more companies in other parts of the world which compares with the recommendations offered for the next three years, since it is recommended that the organization should establish other branches in different areas with an aim of attracting a large market share. The recommendation of advertising also compare with that of American Express since they have a plan to identify online services to attract many customers. American Express also considers partnership with other organizations which will

The American Express is currently headquartered in the building called three world financial centres, in New York, United Stated of