Listening to the Customer

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Reference no: EM134026118

Topic: Listening to the Customer

American Express (also known as AmEx) is a financial services organization that has multinational connections. Founded in 1850 as an express mail company, it expanded into the money order business to compete with the U.S. Postal Service in 1888. Today, the organization is primarily known for its credit card, travelers cheques, and charge cards, but it also has travel-related services, personal banking, financial advisor, and publishing components. The company seeks to aid merchants' development by offering marketing and information management guidance. AmEx also assists small businesses succeed by offering purchasing power and flexible financial control options. Because of its stature in the world of business, American Express has been ranked 22nd most valuable brands in the world by Business Week, 88th on the Fortune 500 listing of companies, one of the Most Admired Companies in the World by Forbes, and 62nd Best Company to Work For by Fortune magazine.

A statement in its 2015 Annual Report to investors sums up the company's service philosophy and success, "Our brand and its attributes-trust, security and service-are key assets of the Company." Besides financial services, AmEx offers a variety of service support options (e.g., telephone support, website assistance, chat capability, and an e-mail response system) 24 hours a day, seven days a week. The employees that staff the customer care centers receive the tools they need to deal with a diverse worldwide customer base. Some of the components of staff development include employee networks, leadership training, personal development programs, and continued education support. AmEx also works to be a good citizen in communities by providing benefits to many charitable initiatives.

1. How does American Express compare to other credit card companies of which you have personal experience or knowledge?

2. What are some of the organization's strengths related to customer service in your mind and how do you think these might enhance a customer's service experience?

3. What are your thoughts related to American Express' use of technology in the service experience?

4. Would you want to work for this company? Explain why or why not.

Reference no: EM134026118

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