Excellence in Customer Service is a cornerstone of success in business interm of financial sector in terms of customer service. By researching existing company (Amex) with a reputation for excellence in customer service, discuss the basis for their success in term of financial sector in terms of customer service. How would you develop your customer service practices to help ensure the success of your company? also please cite the citations within the text.

American Express has long been renowned for its excellence in customer service, particularly in the financial services sector. This success can be attributed to a number of factors. Firstly, Amex has invested heavily in customer service training for their staff, equipping them with the skills and knowledge to effectively solve customer queries and concerns (Amex, 2020). Furthermore, the company has a strong commitment to customer satisfaction, providing a range of customer service channels including phone, email and online support (Amex, 2020). Finally, Amex has established a strong brand identity, providing customers with a sense of trust and reliability which is essential to secure customer loyalty (Gibson, 2019). In order to ensure success, companies should strive to emulate the practices of Amex. Firstly, they should invest in customer service training to ensure their staff are equipped with the necessary skills and knowledge to handle customer queries. Additionally, companies should aim to provide customers with multiple customer service channels to ensure queries can be addressed quickly and efficiently. Finally, companies should focus on building a strong brand identity to increase customer loyalty. Citing Amex as an example, companies should focus on building a brand which is associated with trust and reliability.

Can someone please share the reference link for the Gibson, 2019& Amex, 2020?