American Express Company 2015 Corporate Social Responsibility Report

GRI INDEX
INTRODUCTION
We’re in the business of winning the hearts and minds of our customers. Our success
depends on looking at the world from their viewpoint so we can understand their current
– and future – needs. When we put our customers first, we ensure American Express
continues to be an important part of their lives.
We have a broad and diverse customer base that spans consumers at different stages of
their lives; small and midsize companies, and large corporations; partners who issue cards
on our network and others who work with us to create special products and experiences; and
the merchants who welcome our Card Members.
While we’re a payments company, we’re not simply looking to do a better job of processing
payments. We’re focused on using our relationships, technology and data to better serve our
customers and open up commerce opportunities for our partners.
CUSTOMERS FIRST
Our service vision is built on a foundation
of trust – the trust our customers place
in us. We deliver on our promises and
make things right if we fall short. We’re
committed to providing products and
services that add value to their everyday
lives and business goals. That’s how we
continue to earn our customers’ loyalty.
Delivering service excellence
with Relationship Care®
Relationship Care® is how we
characterize our commitment to
customers. Everyone at American
Express plays a role in delivering our
world-class customer experience. But our
front-line colleagues are truly the faces
and voices of our company. Whether
a customer needs advice or answers
about our products and services,
our front-line people build strong
relationships that stand the test of time.
To show our people just how much we
appreciate the care they provide, we
have an internal Customer Service
Award program to celebrate the very
best of our best.
Each year, we recognize employees who
provided a specific act of outstanding
service over the past year, and
employees who’ve demonstrated great
customer service consistently over five
years or more.
“It’s important to me that each
Card Member feels like they’re
getting a hug from us before
they get off the phone. It’s like
a special gift, so before they
disconnect I want them to say,
‘That was memorable. That was
a wow conversation speaking
to Nichelle.”
Nichelle White, American Express
Customer Care Professional
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