Banking Issues and Customer Experience with American Express

Running head: Customer Experience 0
Banking Issues and customer experience

Customer Experience 1
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 Experience 2
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 occurred due to irresponsibility committed by the organisation. The customer