Banking Issues and Customer Experience with American Express
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This report analyzes the banking issues and customer experience with American Express. It covers topics such as customer complaints, job complaints, differences between online and traditional banking, and the gap between customer services.
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Running head: Customer Experience0 Banking Issues and customer experience American Express
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Customer Experience1 Table of Contents Answer to question no. 1......................................................................................................................2 American Express Company..............................................................................................................2 Answer to question no. 2-.....................................................................................................................2 Customer Complaint..............................................................................................................................2 Answer to question no. 3-.....................................................................................................................3 Job compliant regarding Bank-..........................................................................................................3 Answer to question no. 4-.....................................................................................................................4 Differences between online and traditional banking for customers-................................................4 Answer to question no. 5-.....................................................................................................................4 The gap between customer services.................................................................................................4 Answer to question number 6-..............................................................................................................5 Answer to question no. 7-.....................................................................................................................6 References.............................................................................................................................................7
Customer Experience2 Answer to question no. 1 American Express Company With the changes in economic factors, each and every bank needs to analysis all the internal and external factors before implementing strategic business plans. In this report, American Express bank has been selected for the analysis. It also provides several services that help core business with a broad range of innovative products that target customer base and meet their borrowing needs.The American express company, also known as Amex, founded in March, 1850 in New York and established in 1965 as a New York corporation. American express is headquartered in New York and US. American express provides financial, banking, travel and insurance services. The company is best known for its services- charge cards, traveller`s cheque, credit card as well as corporate banking. American express who provide services globally and provides access to products to customers results in enriching lives and build business success. American express offers two major account possibilities: Certificates of deposit (CDs) and high yielding saving account (Allen and William 2015). The saving account is operated electronically. The bank do not changes any additional monthly cost and also allows transfers to and from the account at no additional charge. American Express online saving account provides a platform where the account holders can look at their transaction history and also allows electronic fund transfer. The products and services of American express are sold to various groups including, small businesses, large corporation, consumers and middle sized organisations. The true attributes- security, trust are key assets. It focuses on investing in marketing, protecting the brand and managing through proper delivering the products and services. American express has not experienced seasonal fluctuations in its banking services. Answer to question no. 2- Customer Complaint American Express has been facing civil problems from the customers some of them are given below- Excessive fees- The customers felt even generous for giving one star review to American Express for dispute charges. Trusted customers American Express contacted first time for dispute occurreddue toirresponsibilitycommittedby theorganisation.Thecustomer
Customer Experience3 produced a slip that says the organisation charged customer`s card without any indication for what the charge is (Laura Yeow 2018). Bad customer services- Sometimes the customers are suffered from the automatic payments appearing on the wrong dates. Otherwise the bank charges some unauthorised charges without giving any information to the customers. The most frustrating part of the bad service is bank employees don’t know how to rectify one`s problem, the employees don’t know how to handle the problem (Ben Todd 2017). Privacy, Data protection and cyber security- Data protection information and cyber security related policies are very important to ensure the customers and Safeguarding the personal information and account access (American Express Company 2016). American express unauthorised the client`s card breaking the policy of data protection and security. Mostexpensivedebitscharged-Mostofthebankschargeoverdraftfeeson authorisations, even the amount has not been captured by the merchant. To avoid the deduction of amount caused due to inadequate amount of money in account. One should maintain a decent amount of extra money in account (Garcia and Cristian Escobar 2017). Answer to question no. 3- Job compliant regarding Bank- Employees are the backbone of the organisation. They are asset to the organisation. American express has very rigid rules and regulations for the employees working in it. The rigid policies creates barriers to the freedom to the employees. These rigid policies do not enable the employees to take their independent decisions (Senawirathna 2017). The bank also do not provide security concerns for the employees. There is a lack of proper employee provident fund and health facilities. The concern for the health issues is must but the bank asks employees to message in a very formal way before 7 days even in case he/she falls sick in a minimum time. The rigid working conditions do not allow employees to take any decisions throughwhichtheorganisationslacksinnovationon thepartoftheemployees.The possibility of growth reduces as the employees just work as the monotonous way they work regularly. The recognition is only for the manager or senior level managers because there is no healthy competition to everyone who performs well. The job security is at risk in private sector. It depends on the market situation, as soon as the market becomes deficient the
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Customer Experience4 organisation starts kicking out the employees to save their situation so that, they can swim and sustain (Weerasinghe 2017). Answer to question no. 4- Differences between online and traditional banking for customers- Traditional banking takes a lot of time because customers have to visit and allows the banks to carry out their transactions- checking bank balance, transferring money from one account to other account. Whereas, customers in online banking mandatorily have to visit banks to check their balances and transferring cash. Customer can get informed about the account information from anywhere with an internet access (Money Matters 2018). Customers in traditional banking can visit banks only during the working hours. Online banking is available every time and also it provides 24 hours access to bank services. Customers who often have foreign tours are unable to pay much attention and control their finance. Whereas, in the online banking Customers who travel foreign can have a check on their accounts even seating so far and also can control finances (Chernykh, Lucy, and Sergey Mityakov 2017). The banks who follow traditional way generally incurs a huge amount of fixed costs and operating costs. Such costs are eliminated when banks operates online (Bugeja and Sharon 2017). In traditional banks, the employees and the staff of the bank can attend only a bench of customers at a time. In online banking, the customers need not have to stand in queues so that they can carry out their transactions. Customers have direct face to face contact in traditional banking. But in the online banking, customers do have only electronic contacts. Answer to question no. 5- The gap between customer services. Sometimes, the innovation gap is common barrier. Service quality has been identified as a criticalpartofsuccessfortheorganisationsespeciallybanks.AmericanExpresshas delivered bad results, driven by written down to values of the business. It was completely unacceptableforHSBC.Theincreasingpressuretocutcostandpossiblyselloff
Customer Experience5 underperforming regions like In India it closed various branches in several cities (Naheem and Mohammed Ahmad 287). It is completely unfair that some people are paying their taxes and others don’t (Arnold, Martin and Barrett 2015). The bank`s chief executive said that the problems have aroused from series of acquisition since 1990. This also seems that on the part of the bank, income inequality and technological change are challenges faced by the customers (Garcia and Cristian Escobar 2017). HSBC raised interest charges to increase the revenue so that they can fulfil the tax remaining. Mr Gulliver launched the strategy to withdraw the underperforming assets and reinvesting it to other business prospects (Yost 2012). HSBC has apologised its customers suffering from online banking. HSBC should take steps to cure the working of the online system which has created problem with personal online banking (Bugeja and Sharon 2017). HSBC tried to restore its services (Allen and William A 2015). Answer to question number 6- The two types of customer’s are- the customers who start off polite but then turns angry. These customers see things only in black and white. Black and white customers- black and white customers have set some benchmarks on what is right or wrong. Sometimes bank may have difficulty in persuading them to compromise in negotiation. These customers keep everyone into good or evil buckets, it is very hard to change that designated standing with them. Potential customers- bank can capitalise on the customer’s interest by clearly showing the benefits of the product and service bank is offering. Bank can resource the customer in form of beneficial services. New customer- These are fresh customers who have just availed a small service from a bank. Even though the services is rendered but bank cannot leave them. They have to solve the queries even if they have not found much success by serving them. Answer to question no. 7- Types of most complaints.Addressing the issues as per the profile of
Customer Experience6 customers. Complaint mismanagementThe bank may be performing underperforming in their compliant management. Bank seeks best practise to create high level of customer satisfaction. Newer customers should be served well as the can stop getting served. Deposit and withdrawal problemsIssue with deposits and withdrawals, bank may struggle due to lack of integration between channels. Keeping the account safe and secure and also inform the customers every single time of deposit and withdrawal. Banks are financial institutions to serve the customers well. The potential customers may understand after they become the regular customer. Delayed paymentsThe transaction occurred are delayed due to non-availability of enough amount. Bank should maintain its CRR (cash reserve ratio). Bank may lose its current account customers. Improper service deliveringAll the banks should constitute customer redressal service committee. Employees should be trained, polite and honest operating to handle the complaints. (American express company 2016). References
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Customer Experience7 Alalwan, Ali Abdallah, Yogesh K. Dwivedi, and Nripendra P. Rana. "Factors influencing adoption of mobile banking by Jordanian bank customers: Extending UTAUT2 with trust." International Journal of Information Management37.3 (2017): 99-110. Allen, William A. "International Banking as it Happened--A Review of' The Lion Wakes--A Modern History of HSBC', by Richard Roberts and David Kynaston." (2015). Annual report. “American Express Company.” 2016. Web. 9 June. 2018. <http://ir.americanexpress.com/Cache/1500096417.PDF? O=PDF&T=&Y=&D=&FID=1500096417&iid=102700> Arnold, Martin, and C. Barrett. "HSBC in Swiss tax avoidance storm."Financial Times9 (2015). Bugeja, Sharon.The expansion of a bank’s client base through the introduction of bancassurance in the local scenario and the benefits this introduction has had on the banking system. BS thesis. University of Malta, 2017. Chernykh, Lucy, and Sergey Mityakov. "Offshore schemes and tax evasion: The role of banks."Journal of Financial Economics126.3 (2017): 516-542. Claessens, Stijn, and Neeltje Van Horen. "The impact of the global financial crisis on banking globalization." IMF Economic Review 63.4 (2015): 868-918. Garcia, Cristian Escobar.Health behavior and use of internet technologies in adolescents (HSBC study results). Diss. Lithuanian University of Health Sciences, 2017. Hardouin, Patrick. "Too big to fail, too big to jail: restoring liability a lesson from HSBC case."Journal of Financial Crime24.4 (2017): 513-519. Knoppen, Desirée, and María J. Sáenz. "Purchasing: Can we bridge the gap between strategy and daily reality?." Business Horizons 58.1 (2015): 123-133. Košak, Marko, et al. "Quality of bank capital and bank lending behavior during the global financial crisis."International review of financial analysis37 (2015): 168-183. Lee, Chew Ging, and Shi-Min How. "Long-run causality between customer satisfaction and financial performance: the case of Marriott." Current Issues in Tourism (2018): 1-6. Money, Chasing Criminal. "Tax, Money Laundering and Offshore: the HSBC Suisse Affair." Hart, 2017. Naheem, Mohammed Ahmad. "HSBC Swiss bank accounts-AML compliance and money laundering implications." Journal of Financial Regulation and Compliance 23.3 (2015): 285-297. Weerasinghe. “Factors Affecting to Job Satisfaction of Banking Employees in Sri Lanka.” Business and Management Horizons 5.1 (2017). Yost, Pete, et al. "HSBC to pay $1.9 billion to settle money-laundering scandal."Salon. com11 (2012).