Relationship Care

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Across
  1. 2. The actual time in conversation with the customer, not including follow-up activities
  2. 3. They scored you between 1 and 6 on the VoCM survey.
  3. 4. A concept of the American Express Brand Promise.
  4. 6. A concept of the American Express Brand Promise.
  5. 9. An important VoCM metric
  6. 11. An important VoCM metric
Down
  1. 1. Providing superior service the first time, every time.
  2. 5. They scored you as a 7 or 8 on the VoCM survey.
  3. 7. Voice of the Customer Measurement
  4. 8. To be the world's most respected service brand.
  5. 10. They scored you as a 9 or 10 on the VoCM survey.