American Express - Unlimited Customer Service
American Express offers an extraordinary selection of rewards to its customers as a benefit of using the American Express card. Their exclusive program is innovative, and to support the program, they provide world-class service. Links Unlimited was initially contracted to provide select golf merchandise to the Membership Rewards program. Through an emphasis on customer service and successful delivery, the relationship has grown. Currently, Links Unlimited represents 76 different manufacturers in the program.
SERVICE SOLUTION
Knowing customer service is vital to the American Express customer base, Links Unlimited invested in the internal support required to provide exceptional customer service for the program. This effort included integrating the Links system with the American Express order system to manage orders end-to-end, implementing a certificate program to account for custom merchandise, and training call center agents on the program and customized order process.
While customer service is central to the solution, Links also provides procurement, warehousing and fulfillment services for the program.
- Product selection is based on the acquisition and analysis of industry specific market study research reports. After determining product performance in the retail market, Links utilizes this information to recommend products for inclusion in the program.
- All products in the program are warehoused at Links facilities; orders are received on an hourly basis and are fulfilled within 48 hours. Links maintains a 99.7% on-time delivery record.
- Due to the range of products offered, from billiard tables to golf balls, Links offers a variety of delivery options including white glove and full home delivery setup.
- To support the customer service focus a 30-day, “no questions asked”, return policy is standard.
Below are various examples of unique products we offer within the American Express rewards program.