3712 330023 46554 Overview AMEX Service Gap Analysis Macro Strategies Summary Introduction 3712...
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3712 330023 46554 Overview AMEX Service Gap Analysis Macro Strategies Summary Introduction 3712 330023 46554 AMERICAN EXPRESS: AMERICAN EXPRESS: Merchant Dispute Merchant Dispute Process Process Emily Eberhard Chris O’Connell David Sweet Terra Christensen Eric Housh Introduction
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Transcript of 3712 330023 46554 Overview AMEX Service Gap Analysis Macro Strategies Summary Introduction 3712...
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
AMERICAN EXPRESS:AMERICAN EXPRESS:Merchant Dispute Merchant Dispute
ProcessProcess
Emily EberhardChris O’Connell
David SweetTerra Christensen
Eric Housh
Introduction
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
AgendaAgendaIntroduction
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Inquiry ProcessInquiry Process
OverviewCustomer Questions Charge
AMEX Attempts to Resolve
AMEX Sends Inquiry
AMEX Notifies Resolution
Resolves In-House
Merchant No Reply
Cannot Resolve In-House
Provides Support
Notifies Cardmember of Resolution
AdjustsMerchant
IssuesCredit to
Cardmember
MerchantIssues
Credit toCardmember
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Service OverviewService Overview
Merchant Receives
Chargeback from AMEX
Merchant Disputes
Chargeback in Writing (sent
toCMS or Fraud)
CMS or FraudreviewsDispute
Merchant Receives
Notification inWriting of
Dispute Decision
Merchant calls ES Ops Dispute
Chargeback
Merchant calls ES Ops
to check status
Merchant calls ES to give
feedback on process
Overview
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
SERVICE STRATEGYSERVICE STRATEGY
Customers Competition Services Offered
– Blueprint of the Basic Service Customers Evaluation of AMEX
AMEX Strategy
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Customer SegmentsCustomer SegmentsStrategic Relations
Key Operational
Accounts
Small Business
AMEX Strategy
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Service BlueprintService Blueprint
AMEX Strategy
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Service Strategy
Physical Evidence
Customer Action
Onstage Evidence
Backstage Actions
Support
Inquiry Letter
Opens/reads Chargeback Letter
Letter generated
Automated Mail GenerationSystem
VR
Call ES in AZ
ES rep advises merchant to fax/mail support
Telephone
Faxes/Mails Supporting Documentation to FL
Fax ReplySupport Documentation
Chargeback Procedure and Policy Guide
Refers to CB P&P Guide for advice
Visits website for help or support
Mail/ Fax Received
Mail/Fax Imaged and Sorted
Image Routed to CMS
ES or CMS rep reviews case
ES requests image
Image Delivered
Decision Made
Merchant Notified only if decision favors CM
Fax (merch)
ImagingRep training
DHS
Preference
ES rep provides help/ updates on status
Letter notifying of outcome
OMS
CMS
Support Docs
CLU
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Merchant CriteriaMerchant Criteria
Outcomeof Decision
AMEX Strategy
Comparison with
Competitors
Understanding of Process and Roles
Timeliness
Perceived Fairness
StatusUpdates
Promises
Implicit and Explicit
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Gap AnalysisGap Analysis
Gap Analysis
Gap 1—Merchant Expectations Gap 2—Merchant Driven Design Gap 3—Service Delivery Gap 4—Delivering Promises
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Merchant Expectations
Company Perceptions of Merchant Expectations
Gap 1
AMEX-Merchant AMEX-Merchant ExpectationsExpectations
Market Research Merchant Communication Market Segmentation Service Recovery
Gap Analysis
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Merchant-Driven Service Designs and Standards
Management Perceptions of Merchant Expectations
Gap 2
Merchant-Driven DesignMerchant-Driven Design
Technology
Process Design
Gap Analysis
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Service Delivery
Merchant-Driven Service Design and Standards
Gap 3
Service DeliveryService Delivery
Service Provider Role Merchant Role Electronic Channel Managing Demand
Gap Analysis
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Service Delivery
External Communications to Merchants
Gap 4
Delivering PromisesDelivering Promises
Integrated Marketing Communications Managing Expectations Over-Promising Horizontal Communications
Gap Analysis
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Services TriangleServices Triangle
AMEX
MerchantsEmployees
Making PromisesEnabling Promises
Keeping Promises
Macro Strategies
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Enabling PromisesEnabling Promises
AMEX
MerchantsEmployees
Macro Strategies
Employee Empowerment,E
ducation, &Technology
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Making PromisesMaking Promises
AMEX
MerchantsEmployees
Aligning Marketing Vehicles,Merchant
Education, Good Promises
Macro Strategies
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Keeping PromisesKeeping PromisesAMEX
MerchantsEmployees
Chargeback Gate,Faxback/Email, Call
Program, OMS Education
Macro Strategies
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Macro StrategiesMacro Strategies
Strategy 1—Horizontal Communication Strategy 2—Internal Processes Strategy 3—Merchant Education Strategy 4—Physical EvidenceMacro Strategies
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Macro-Strategy 1:Macro-Strategy 1:
Standard Technologies– Scanned Evidence
Educate and Empower Reps– Florida/Phoenix Communication– Stringent Note-Taking Requirements
Macro Strategies
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Macro-Strategy 2:Macro-Strategy 2:
Refine Internal Processes to Intensify Merchant Focus
Macro Strategies
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Refine Internal ProcessesRefine Internal Processes
Solicit, Review, and Action Subjective Feedback
Complete Communication Loops within Service Blueprint
Manage Capacity and Demand More Effectively
Macro Strategies
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Subjective FeedbackSubjective Feedback
16 Yes % 94.4% 93.5% 93.5%
17 Gap to Budget Goal 4.4% 3.5% 3.5%
18 Gap to Aspiration Goal 4.4% 3.5% 3.5%
19 Yes % 91.3% 90.7% 89.5%
20 Gap to Budget Goal 4.5% 3.9% 2.7%
21 Gap to Aspiration Goal 4.2% 3.6% 2.4%
22 Excellent/ Very Good % 78.8% 75.5% 72.2%
23 Gap to Budget Goal 9.0% 5.7% 2.4%
24 Gap to Aspiration Goal 6.7% 3.4% 0.1%
25 Fair/ Poor % 4.8% 6.5% 9.3%
Ease of Navigation
Options Met Needs
Overall Satisfaction
Macro Strategies
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Complete Complete Communication LoopsCommunication Loops
Right Fax
Email and OMS
Merchant Input
AMEX confirmation/ response
Macro Strategies
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Manage CapacityManage Capacity
Prioritization of Merchant Calls/ Ranking
Chargeback GateMacro Strategies
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Macro Strategy 3:Macro Strategy 3:
Educate and Empower Merchantsthrough SSTsMacro Strategies
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
EmpowerEmpower Drive to the OMS
– Marketing– Streamlining– Adding Value– Financial Incentives
Impact– Lower Call Volume– Lower Employee related costs– Increased customer roles
Macro Strategies
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
EducateEducate
Standardized/ Process Level Impact
– Increased process understanding– Increased perception of fairness
Macro Strategies
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Drive Demand Drive Demand To OMSTo OMS
ExcellentQuality
andValue
Financial Bonds
Social Bonds
Structural Bonds
CustomizationBonds
SharedProcesses
and Equipment
Integrated Information
Systems
Fee Avoidance
Long Term
Short term
Differentiated Services
Macro Strategies
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Macro-Strategy 4:Macro-Strategy 4:
Refine and StandardizePhysical EvidenceMacro Strategies
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
External Physical External Physical EvidenceEvidence
Standardization and Clarity of Verbiage
Disclaimers, Return and Cancellation Policies
Initial Inquiry Letter
Macro Strategies
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Aligning VerbiageAligning Verbiage
Consistency in Publications From Manuals to Website
Improved Merchant Satisfactionand Handling Efficiencies
Macro Strategies
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
Prevent Over-PromisingPrevent Over-Promising
Chargeback Prevention Strategy
Online Over-promising of Services
Macro Strategies
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
SUMMARYSUMMARY
Summary
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
PerceivedService
Expected Service
COMPANY
GAP 1
GAP 2
GAP 3
External Communications to
CustomersGAP 4
Service Delivery
Customer-Driven Service Designs and Standards
Company Perceptions of Consumer Expectations
Align Horizontal Communication Align Horizontal Communication Across Branches and UnitsAcross Branches and Units
Entirety
Entirety
Entirety
Merchant
MerchantGap
External Communications to
Merchants
Merchant-Driven Service Designs and Standards
Company Perceptions of Merchant Expectations
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
PerceivedService
Expected Service
COMPANY
GAP 1
GAP 2
GAP 3
External Communications to
CustomersGAP 4
Service Delivery
Customer-Driven Service Designs and Standards
Company Perceptions of Consumer Expectations
Refine Internal Processes to Refine Internal Processes to Intensify Merchant FocusIntensify Merchant Focus
Document Submittal
Merchant educationLoop Communication
Alignment of externalCommunicationOver-Promising
Communication Between Management and
Customers
Merchant
MerchantGap
External Communications to
Merchants
Merchant-Driven Service Designs and Standards
Company Perceptions of Merchant Expectations
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
PerceivedService
Expected Service
COMPANY
GAP 1
GAP 2
GAP 3
External Communications to
CustomersGAP 4
Service Delivery
Customer-Driven Service Designs and Standards
Company Perceptions of Consumer Expectations
Educate and Empower Merchants Educate and Empower Merchants Through Self Service TechnologiesThrough Self Service Technologies
Document Submittal
Entirety
Alignment of externalCommunicationOver-Promising
Communication Between Management and
Customers
Merchant
MerchantGap
External Communications to
Merchants
Merchant-Driven Service Designs and Standards
Company Perceptions of Merchant Expectations
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
PerceivedService
Expected ServiceMerchant
COMPANY
MerchantGap
GAP 1
GAP 2
GAP 3
External Communications to
MerchantsGAP 4
Service Delivery
Merchant-Driven Service Designs and Standards
Company Perceptions of Merchant Expectations
Confirmation ability
Merchant educationRole ambiguity
Alignment of externalCommunicationOver-Promising
Horizontal Communication
Refine and Standardize Physical Refine and Standardize Physical EvidenceEvidence
3712 330023 46554
Overview
AMEX Service
Gap Analysis
Macro Strategies
Summary
Introduction
3712 330023 46554
AMEX Macro GoalsAMEX Macro Goals Objective and Standardized Processes Increased Handling Efficiencies Lower Process-Related Costs Reduced Caseload and Repeat Calls Improve Merchant and ES Representative
Satisfaction
Summary
