In 2010 American Express, a US-based credit card issuer, won the Forrester Research Voice Of The Customer Award for its customer focus approach. The company was judged across five categories: clarity of approach, business value to the organization, positive impact on customer experience, innovation, and potential for other companies to repeat the practice. The company made active listening to and connecting with customers central to its business and focussed significantly on employee engagement...

BPIR Categories

1.3.1 Build customer relationships
1.3.2 Determine & provide customer contact mechanisms
1.1.1 Customer performance/satisfaction measurement

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