American Express 2013 Annual Report Download - page 9

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Our reputation as a company that provides world-class service
continued to grow as well. We earned our seventh straight J.D. Power
award for highest customer satisfaction among U.S. credit card
companies. That’s a perfect seven awards in the seven years that J.D.
Power has surveyed credit card customers. While we don’t set out to
win awards, it’s gratifying to receive this recognition and similar honors
in countries around the world. Of course, we ask our Card Members
for direct feedback, too. Record numbers said they would recommend
American Express to their friends, which we take as the highest
expression of satisfaction.
In another highlight of 2013, we saw an American Express-inspired
movement go international. Our company founded Small Business
Saturday in the U.S. four years ago to help small business owners
attract more customers and ring up more sales. It’s now a fixture on
the holiday shopping calendar. By the end of the year, the Shop Small
movement had expanded to include Argentina, Australia, Canada,
Israel, South Africa, and the U.K. These efforts show how we can use
our network and relationships around the world to support commerce.
EXPANDING THE AMERICAN EXPRESS NETWORK
American Express continued to expand its global footprint, adding new partners around
the globe in 2013.
Global Merchant Services
helped grow American
Express Card acceptance,
signing Menards, a chain
of family-owned home
improvement stores in
the U.S.; European airline
Ryanair; and OXXO, a
convenience store chain
in Mexico with more than
11,000 locations.
Global Network Services
signed new card-issuing
partners, including Wells
Fargo and U.S. Bank in the
U.S., Barclaycard in the
U.K., and Equity Bank in
East Africa.
American Express was
the exclusive financial
services partner at the
launch of the Samsung
Wallet.
SHOP SMALL
As Small Business
Saturday entered its
fourth year in the U.S.,
American Express
added Shop Small
events in Argentina,
Australia, Canada, Israel,
South Africa, and the
United Kingdom. U.S.
consumers who were
aware of Small Business
Saturday reported
spending an estimated
$5.7 billion with
independent merchants
on the day.
AMERICAN EXPRESS COMPANY
7