Mastercard’s customer care strategy prioritizes listening to customers and understanding their needs. By actively seeking and incorporating customer feedback, Mastercard ensures solutions address root problems, allowing for continuous improvement and tailored services. Lance Gruner, Executive Vice President of Global Customer Care, champions this customer-centric approach, embedding it throughout the organization to guide decision-making and foster a culture of trust.
This customer-first mindset is reflected in Mastercard’s global reach, supporting over 870 products across 210 countries and territories. Recognizing the diversity of its customers, the company tailors its approach to ensure every interaction is respectful, and effective and leaves the customer feeling valued and understood. This commitment extends to product development, where Mastercard encourages developers and engineers to “walk in the customer’s shoes” to create more intuitive and user-friendly tools.
Mastercard invests in employee training and development to maintain high standards in customer care. By continuously communicating and educating its workforce, the company empowers its employees to deliver consistent, high-quality support. The innovative use of data for storytelling further enhances this understanding, allowing leaders to gain actionable insights into customer needs and experiences.
Fostering authenticity and empowerment, Mastercard encourages employees to “always do the right thing,” enhancing customer satisfaction and morale. This approach allows the company to stay competitive while maintaining the personal touch that is so crucial to building strong customer relationships. Gruner’s insights underscore how these customer-centric strategies collectively contribute to Mastercard’s ongoing success in the dynamic world of financial technology.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” To learn more visit www.8CXLaws.com.
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