On today’s episode of the Consumerism Commentary Podcast, Tom Dziubek speaks with Keri Buster, Vice President of Corporate Affairs and Communications, World Service at American Express about her company’s recent survey about customer service.
Tom and Keri discuss American Express’s findings about the importance of customer service to customers and the effect customer service has on purchasing a product or service and repeat business, and how damaging a bad customer experience can be to a business.
American Express Customer Service Survey, Keri Buster: S03E17 / 92
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Table of contents
[00:00] Introduction from Tom Dziubek
[00:33] Interview with Keri Buster
– [00:47] American Express’s Global Customer Service Barometer
– [01:24] What customer service means to people
– [03:31] More people are providing positive feedback
– [05:21] How positive experiences help businesses
– [06:39] Online feedback and other influential factors
– [07:13] The power of negative feedback
– [09:29] What people expect in order to rectify a bad experience
– [10:23] Consumers’ impressions of how much businesses care about customer service
– [11:03] Increased emphasis on customer service
– [11:53] Social media managers
[15:22] End
We always welcome feedback from listeners. If you have any comments for this episode or for any other, or if you have suggestions for future episodes, please leave us comments here or email us at podcast at this domain name.
Updated February 6, 2012 and originally published August 15, 2010. If you enjoyed this article, subscribe to the RSS feed or receive daily emails. Follow @flexo on Twitter and visit our Facebook page for more updates.
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Luke Landes founded Consumerism Commentary in 2003 and has been building online communities since 1990. Luke, also known as Flexo, has contributed to PC World Magazine, US News, Forbes, and other publications. 
{ 2 comments… read them below or add one }
Customer service is so important to me. It’s probably the #1 thing I look for, other than the idea that the product I buy does what it’s supposed to do.
Flexo, did you change your comment system?
Yes – I’ve made some changes to the comment system here.