American Express' Strategy for Customer Care: Advantages and Disadvantages
American Express’ Strategy
1 Introduction
This report has been compiled to list and describe the complexity of customer care in the business of credit cards.
To evaluate American Express’ strategy for customer care, I spent most of the time identifying how this complex world works and its advantages and disadvantages. Therefore it must be pointed out that this report has been written in the current world’s economic crisis.
2 Procedures * The first step to write this report was to select the company.
* The second step was to find and to process the data.
* The third step was to develop the report’s requirements.
* Finally I checked the coverage.
3 Findings
A) American Express’ strategy statement and standards for customer care.
Strategy makes up the final aspect of the customer service with vision, values and objectives. American Express’ chairman Kenneth Chennault has declared “we are delivering superior service”.
I found that they are focusing on their relationship with millions of consumers, businesses and merchants worldwide. This marketing approach is lead by American Express’ information management.
To drive and support American Express’ standards of customer care, they have defined what they are doing on their vision statement: “we work hard every day to make American Express the world’s most respected brand”
Their statement is consolidated with their position in their market: they are the first card issuer worldwide, the premium network for high-spending card members and a processor of millions of transactions daily. American Express is followed by VISA and Master Card.
American Express’ strategy statement is reinforced by their values to demonstrate that the company goes the extra mile to help their customers. They have linked values and objectives to convert their vision into reality. * “Customer Commitment. We develop relationships that make a positive difference in our customer’s lives. * Quality.
1 Introduction
This report has been compiled to list and describe the complexity of customer care in the business of credit cards.
To evaluate American Express’ strategy for customer care, I spent most of the time identifying how this complex world works and its advantages and disadvantages. Therefore it must be pointed out that this report has been written in the current world’s economic crisis.
2 Procedures * The first step to write this report was to select the company.
* The second step was to find and to process the data.
* The third step was to develop the report’s requirements.
* Finally I checked the coverage.
3 Findings
A) American Express’ strategy statement and standards for customer care.
Strategy makes up the final aspect of the customer service with vision, values and objectives. American Express’ chairman Kenneth Chennault has declared “we are delivering superior service”.
I found that they are focusing on their relationship with millions of consumers, businesses and merchants worldwide. This marketing approach is lead by American Express’ information management.
To drive and support American Express’ standards of customer care, they have defined what they are doing on their vision statement: “we work hard every day to make American Express the world’s most respected brand”
Their statement is consolidated with their position in their market: they are the first card issuer worldwide, the premium network for high-spending card members and a processor of millions of transactions daily. American Express is followed by VISA and Master Card.
American Express’ strategy statement is reinforced by their values to demonstrate that the company goes the extra mile to help their customers. They have linked values and objectives to convert their vision into reality. * “Customer Commitment. We develop relationships that make a positive difference in our customer’s lives. * Quality.