American Express celebrates 100 years of being at the forefront of premium customer service in Hong Kong
One of the world’s most recognised premium payment service brands, American Express, marks its 100th anniversary in Hong Kong by further elevating its elite customers’ experiences.
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American Express’ unique global infrastructure inspires unparalleled customer trust: it is the only company with a strong, global presence across the entire payments chain. The brand has operations in more than 130 countries and is the world’s single largest card issuer with 117.8 million cards-in-force and worldwide billed business of more than US$1 trillion. Its annual revenue topped US$32.8 billion in 2015 and total assets exceed US$161 billion.
“As a global leader in customer service, we strive to understand our customers, treat them with respect and go the extra mile to help them,” says Y C Koh, President, Asia. “Our brand is associated with such values as integrity, trust and outstanding customer service. Our vision is to become the world’s most respected service brand.”
Excellent customer service helps drive sales. Two thirds of Hong Kong customers are willing to spend more (up to 12%) at businesses if they receive outstanding service, according to the “2015 American Express Customer Service Barometer.” Poor service can greatly hamper a company’s sales. More than half (56%) of Hong Kong consumers decide not to conduct a business transaction or make a purchase based purely on a poor service experience. They find it important that a customer service professional is courteous, polite and cordial in addressing them. More than 40 percent of consumers believe that the key attribute of an excellent customer service professional is efficiency. Companies in fact have a massive opportunity to transform service into a real game changer. They should look at service not as a cost, but as an investment in long- term customer relationships.
American Express is the payment service of choice among premium customers and its top-notch service has received recognition number of accolades. It has won the Award of the Inbound Contact Centre of the Year for five consecutive times from the Hong Kong Call Centre Association Awards. “We have been redefining customer service to transform every customer connection into an opportunity to deepen the relationship with the customer,” he notes.
Innovation in Amex’s DNA