Relationship Care

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