Research Confirms that Going Above and Beyond Customers’
Expectations Increases Loyalty
RIVERWOODS, Ill.--(BUSINESS WIRE)--Feb. 26, 2014--
Discover card shared the top spot in the credit card category this year
on the 2014 Brand Keys Customer Loyalty Engagement Index.®
The index measures the degrees of loyalty that consumers exhibit toward
their favorite brands.
“For 28 years, achieving the highest customer satisfaction has been a
fundamental part of Discover’s DNA,” said Carlos Minetti,
president of consumer banking for Discover. “We are focused on providing
exemplary customer service and strive to exceed customer expectations
with each and every interaction.”
For the 2014 index, Brand Keys surveyed 32,000 consumers, ages 18 to 65,
and examined 555 brands in 64 categories. Discover has held or shared
the top Brand Keys ranking in its category for the past 18 consecutive
years.
“Listening to our customers and investing in what they need helps us
provide unique value,” said Harit Talwar, president, U.S. Cards for
Discover. “Receiving the Brand Keys distinction for 18 years underscores
Discover’s commitment to continually offer customers industry-leading
products, services and tools that help them find rewarding solutions.”
The Brand Keys research found that brands that are able to meet
consumers’ emotional and rational expectations have higher loyalty,
stronger engagement, and greater profitability. The heightened use of
social media and mobile interactions has reached saturation levels that
have triggered a tipping point in the brand world. Consumers now use
their emotional connection with a brand as a key factor in their buying
decisions.
“This is a real accomplishment for Discover. It certainly hasn’t gotten
easier to meet customer expectations let alone exceed them, but Discover
has managed to anticipate customers’ needs and expectations and deliver
on them. Brands like Discover that manage to both rationally and
emotionally position themselves in ways that truly resonate with
consumers position themselves for success. This has proven out in the
marketplace over and over again, and Discover has come to stand for more
than just a ‘credit card,’” said Robert Passikoff, Ph.D., Brand Keys
founder and president.
About Discover
Discover Financial Services (NYSE: DFS) is a direct banking and payment
services company with one of the most recognized brands in U.S.
financial services. Since its inception in 1986, the company has become
one of the largest card issuers in the United States. The company issues
the Discover card, America’s cash rewards pioneer, and offers home
loans, private student loans, personal loans, home equity loans,
checking and savings accounts, certificates of deposit and money market
accounts through its direct banking business. It operates the Discover
Network, with millions of merchant and cash access locations; PULSE, one
of the nation’s leading ATM/debit networks; and Diners Club
International, a global payments network with acceptance in more than
185 countries and territories. For more information, visit www.discover.com/company.
Source: Discover Financial Services
Discover
Susan J. Diaz de Leon, 224-405-5344
susandiazdeleon@discover.com