American Express Company 2015 Corporate Social Responsibility Report

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GRI INDEX Personalized services and protection 2015 HIGHLIGHTS We use big data and technology to better serve our customers. Our data and technology helps us personalize services, keep customers safe from fraud, and help our business clients manage their operations and expand. Our technology makes it easier to pay online and with mobile devices, and lets us develop seamless experiences with digitalfirst partner organizations. WHO WE SERVE CONSUMERS Our Card Members come from many walks of life. Our research tell us they have some things in common: they tend to be optimists and are driven to succeed in their chosen path. We do our best to make it easier for them to pay for all their purchases, reward them for their loyalty and help them to buy and travel with peace of mind. We offer a range of credit cards, charge cards and other services to suit their needs. BUSINESS We issued our first formal Corporate Card program in 1966. Today, we are still the leader in the commercial payments space. We serve businesses of all sizes, from small, independently owned establishments to large, global organizations— including 63 percent of Fortune 500 companies internationally. MERCHANTS Millions of stores, restaurants, travel operators and other establishments welcome American Express cards around the world. We work to make sure their experience is seamless as possible. And we help them grow their businesses by connecting them to our high-spending customers, and by providing marketing and other services. PARTNERS Airlines. Banks. Retailers. Entertainment venues. Hotels. Restaurants. Digital players. We have strategic partners in all kinds of fields helping us give our customers the rewards and experiences they care about. Partners help us give our customers more choices when it comes to spending with us. Connecting members with causes they care about In the early 1980s we pioneered cause-related marketing campaigns. One of the most memorable campaigns from that era included an effort to restore the Statue of Liberty. By using American Express’ services, Card Members across the U.S. helped raise over $1 million to restore a national treasure. Since then we have donated millions of dollars to causes that are important to Card Members, merchant partners and the general public. In 2010, to help our Card Members give back we created GivingExpress®. Now known as Members Give SM , the program connects our Card Members to causes they care about by simplifying charitable giving. Card Members can access more than one million worthy organizations online; making charitable giving easier than ever. $77 million in dollars and Membership Rewards points have been donated by Card Members since 2010. 34
GRI INDEX 2015 CUSTOMER SERVICE AWARDS We’re proud of the external recognition we have received for our customer service efforts. Some of the highlights from 2015 include: AUSTRALIA National Service Excellence in a Contact Center (NSW Australian Teleservices Association). ITALY Best Customer Service (Customer Management Multimedia Competence). UNITED STATES Tied for first in Customer Loyalty Engagement Index (Brand Keys) and tied for highest ranking in Satmetrix Net Promoter Score Benchmark; recognized Best Customer Service among Credit Card companies per Credio’s 2015 survey. JAPAN Best overall satisfaction among credit card companies (J.D. Power Call Center Satisfaction Survey). MEXICO Several wins including excellence in company-client relationships and contact centers at the Instituto Mexicano de Teleservicios. UNITED KINGDOM Ranked eighth out of 272 brands in the Customer Experience Excellence ranking by the Customer Experience Excellence Centre. SINGAPORE Silver Award for Best Customer Experience (Contact Centre Association of Singapore). 35
Page 1 and 2: THE SERVICE EFFECT S E R V I C E E
Page 3 and 4: ABOUT THIS REPORT This report cover
Page 5 and 6: “Our service commitment extends f
Page 7 and 8: GRI INDEX THE SERVICE EFFECT The
Page 9 and 10: GRI INDEX IDENTIFYING KEY ENVIRONME
Page 11 and 12: GRI INDEX SPHERE OF SERVICE KEY GOA
Page 13 and 14: OUR SERVICE ETHOS Operating ethical
Page 15 and 16: GRI INDEX COMPANY PROFILE OPERATING
Page 17 and 18: GRI INDEX The Ombuds Office If our
Page 19 and 20: GRI INDEX PUBLIC POLICY ENGAGEMENT
Page 21 and 22: GRI INDEX RISK MANAGEMENT AND SECUR
Page 23 and 24: SERVING OUR PEOPLE High-performing
Page 25 and 26: GRI INDEX Developing women leaders
Page 27 and 28: GRI INDEX TRAINING AND DEVELOPMENT
Page 29 and 30: GRI INDEX Helping our employees wit
Page 31 and 32: SERVING OUR CUSTOMERS & PARTNERS Sa
Page 33: GRI INDEX HOW WE SERVE Our global,
Page 37 and 38: GRI INDEX INFORMING AND EDUCATING O
Page 39 and 40: GRI INDEX The Small Business Saturd
Page 41 and 42: GRI INDEX SUPPORTING WOMEN-OWNED BU
Page 43 and 44: GRI INDEX Helping students build a
Page 45 and 46: SERVING OUR COMMUNITIES Longstandin
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Page 49 and 50: GRI INDEX 2Gether: A platform for c
Page 51 and 52: GRI INDEX Serve2Gether Consulting S
Page 53 and 54: GRI INDEX Scaling our impact throug
Page 55 and 56: SERVING OUR ENVIRONMENT Doing our p
Page 57 and 58: GRI INDEX Reducing our carbon footp
Page 59 and 60: GRI INDEX Sustaining a safe, health
Page 61 and 62: GRI INDEX EMPOWERING EMPLOYEES Our
Page 63 and 64: GRI INDEX ENVIRONMENTAL DATA UNIT 2
Page 65 and 66: VERIFICATION STATEMENT GREENHOUSE G
Page 67 and 68: American Express Page 3 April 20, 2
Page 69 and 70: GRI INDEX STAKEHOLDER ENGAGEMENT G4
Page 71 and 72: GRI INDEX G4-EN15 Direct greenhouse
Page 73 and 74: GRI INDEX ASPECT: COMPLIANCE G4-DMA

American Express Company 2015 Corporate Social Responsibility Report

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