Last year American Express conducted a survey that found 70% of Americans are willing to spend an average of 13% more with companies they believe provide excellent service. As for the reasons why they would be willing to spend more with that kind of a company, 35% of Americans say it is because those companies have earned their business.
Trust is not a given right, it must be earned. Obviously, many Americans want to be able to trust that they will be treated to excellent service and in return they will give their loyalty and money.
As a loyal customer of American Express for over twenty years, I have found that I am willing to pay more for holding their card because of the service I have received from them at various times. In situations where my card has been violated, I have received immediate attention and intervention. Times when I have lost my card, I have received a new card in the mail almost the next day. Questions on billing charges are always handled with respect and active listening skills to ensure understanding and correct outcome whether I am right or wrong.
American Express practices what they preach in terms of delivering excellent service.
As the holidays approach, it is an opportune time for your businesses to prepare your employees to recognize the value of delivering excellent service and how to deliver excellent service. It could be the start of a longtime loyal relationship with a customer.