American Express Company 2015 Corporate Social Responsibility Report

GRI INDEX
INFORMING AND EDUCATING OUR CUSTOMERS
We are committed to keeping our customers well-informed and confident in
using our products. This means marketing our products in a way that is clear,
transparent and informative.
RESPONSIBLE MARKETING AND PRACTICE
Our principles of responsible marketing include:
TRANSPARENCY
ACCOUNTABILITY
Marketing offers should be
Marketers should think about how
clear, simple and easy to
the offer will work: risks, controls,
understand.
and monitoring associated with
the end-to-end execution including
Marketers should consider
fulfillment and servicing.
all reasonable interpretations
from a customer or
Marketing should create and retain
prospect’s point of view.
documentation: process flows,
control measures, monitoring and
stakeholder approvals.
2015 HIGHLIGHTS
Transparency in practice
We recently published a new
Membership Rewards chart
to make it easier for U.S. Card
Members and prospects to see
all of their redemption options
and the value of each reward.
The chart shows the rewards
available, how many points are
needed for each reward and
what those points are worth
in dollars. It’s a simple tool to
help Card Members choose the
rewards that are right for them.
American Express Customer
Data Principle
Our customers have the right
to request the information that
we have on them, review it, and
make changes.
Responsible marketing
and fair lending
We are dedicated to high standards of
fairness in our customer practices and
have developed this Global Customer
Practices Statement:
“American Express believes that
delivering products and services in a fair
and transparent manner is critical to
providing best-in-class customer service.
As part of its fundamental commitment
to meet customer credit needs
throughout the world, American Express
is dedicated to engaging in customer
practices that embody transparency,
truthfulness, fairness and a culture of
non-discrimination throughout the credit
lifecycle. The company manages and
mitigates customer practices risk through
dedicated resources, and ongoing
monitoring, testing and oversight. This
also applies to third-party vendors and
their subcontractors, also known as
fourth-party vendors.”
Improving consumers’
financial knowledge
We have been developing and
sponsoring financial education
initiatives for decades. We provide
customers with their FICO score and
offer a number of educational tools on
our Consumer Resources site as well
as information, insights and tips about
selecting and using credit cards.
This information is available in
English and Spanish.
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