Originally Posted by reft

In-country based support as opposed to "overseas" outsourced.

As far as churn goes, very few cards offer renewal bonuses and I find this surprising. Some do when you call retention, but actually increasing earning the longer the card holder is a member would strike me as more of a loyalty reward, than the sign up bonuses, which encourage churning. For example, upon the first year renewal, give 0.1X last years earned points as a bonus, the 2nd year, 0.2X, and so on. This of course, assumes your points are worth having and remain so.