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Last week, we released the article Superior Customer Service: Your Loyalty Program’s Secret Weapon. In it, we discussed the importance of customer service to any business, but especially to those with loyalty programs, which rely on a positive customer experience to succeed. In part 2 of this series below, we give some tips on how to enhance your own customer service efforts.

I worked in a call center. Briefly.

Fresh out of college, I wanted to be making money as I searched for a “real job” so I took a position that was notoriously easy to get, at a place that would hire just about anyone.

Admittedly, this company put a lot of effort into training according to client expectations. However, it’s very hard to make a group of teens, job seekers, recently laid-off, etc., really care.

Confession time. Whenever I have to call customer service, I always cringe, waiting for that dreaded phone tree before I ever get to talk to a person.

I think my record is 18 selections before I got frustrated and pounded 0, which wasn’t listed but thankfully sent me to the operator anyway.

Seriously, I prefer to use a company’s website to find hours of operation, pay bills, and all the other automated tasks you usually find in a phone tree.

So unless one of your options is “If you would like to hear a duck quack” then I’m probably not going to find my answer automated in your system. No, if I’m resorting to dialing a number, I want to talk to a person, dang it.

Rant over.

Last week we discussed the importance of building strong relationships with merchant partners. This week, in part 2 of our series about the partnership marketing team at Access, we explore the importance of valuable offers and why merchants trust their business with Access. 

When it comes to merchant discounts, most consumers just want to know one thing: how good is the deal?

But for merchants, there’s a lot riding on the type of discount they can (and should) be willing to offer.

How is it then that the Access network consistently has better offers from more merchant providers than any other value added benefit in America? Especially when deep discounts are often associated with marketing gimmicks that only attract coupon addicts – customers who give their loyalty to the best current deal, not to favorite brands?