American Express 2009 Annual Report Download - page 17

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15
CUSTOMER SATISFACTION
We ranked highest in J.D.
Power and Associates’ 2009
Credit Card Satisfaction Study
SERVICE HAS
BEEN PART OF
OUR BRAND
HERITAGE...
and it remains a
major reason why
our customers
choose us today.
“
”
AMERICAN EXPRESS COMPANY
REVOLUTION MONEY
acquisition adds cutting-edge
e-payment technology
the leadership of Group President and Chief
Information Officer Stephen Squeri, Global
Services unites our U.S. and international
cardmember servicing organizations, Global
Technologies, and most processing and support
functions across the company. Creating this group
will heighten our focus on customer service and
ensure all our business operations are managed as
eectively and eciently as possible.
is marks a fundamental shi in the way we
manage our business support activities, which is
a large component of our expense base. We will
now organize support functions by process rather
than business unit, which should streamline costs,
reduce duplication of work, better integrate skills
and expertise, and improve the service we provide
our customers.
Also, as part of this reorganization, I am working
directly with the leaders of our Commercial Card
and Business Travel groups on overall strategies to
capitalize on growth opportunities within B2B.
DELIVERING SUPERIOR SERVICE
Service has been part of our brand heritage since
the beginning, and it remains a major reason why
our customers choose us today. Providing great
service has never been more critical than in these
uncertain times, when customers are looking for
companies they can rely on.
Credit card providers are a much maligned
group right now. ere have been some egregious
practices in the industry that have sparked public
outcry and the need for legislation. We have
always tried to stand out from the crowd as a
company that is honest and transparent in all
its dealings with customers. We also want to be
known as the company that will go the extra mile to
help you, and so we remain dedicated to providing
outstanding service.
In 2009, we received our third-consecutive J.D.
Power and Associates award for highest customer
satisfaction among credit card companies. We
were also named to BusinessWeek’s annual roster of
customer service champs, and received many other
awards for distinguished service around the world.
While we are delighted by this recognition, we are
committed to raising our game.
We will continue to work hard to improve our
servicing platform and processes, the skills of our
customer care professionals, and the quality of all
our products and services.