Brands Illustrated ‘Brand of the week’ – American Express
Manoj Adlakha, American Express Bank
What are the core brand values of Amex? How synced are you as CEO to move forward with those brand values?3 key values Security, integrity and trust. We at AmEx take great pride in fostering a diverse work environment that encourages different backgrounds, talents and perspectives to thrive. For customers, we have a dashboard called voice of customer where the leadership listen to 4-5 randomly picked customer care calls during our meetings and find the patterns emerging in our customer outreach. We discuss how to perfect, what we are doing right and ensure flaws don’t recur. We have a commitment to integrity, a commitment to customers. It has led to our reputation of being the best service company, a reputation that we take immense pride of. Our key differentiators are Innovation and Service. This has helped us consistently invest in innovative technology thereby helping us retain and to grow our customer loyalty globally. I think the qualities of a great leader is somebody who is authentic, somebody who is aggressive, somebody who is approachable, and if you have these three qualities, you will be highly admired, and highly inspirational.
Sanjay Rishi, American Express Bank