This action might not be possible to undo. Are you sure you want to continue?
Presentation on organisation study of American Express Bank Ltd.
Presented By Arun Bimal 06-JQCM-6007
American Express was founded in 1850 in New York. American Express operates in over130 countries around the globe. American Express India was established in 1921 providing high quality travel and financial services. BUSINESS AREA: Small business Corporations Merchants Personal Cards Travel American Express Credit Cards in India is of basic two varieties, namely International Gold Amx Card and International Green Amx Card. American Express in India has also launched Tata Finance American Express Credit Card with Tata Finance Limited.
PRODUCTS & SERVICES
Investment Products Foreign Exchange &Treasury Credit Availability Fiduciary Services Insurance Signature Portfolios Discretionary Portfolios Cash Plus Balanced Enhanced Traditional Focused Equities Mutual Funds Private Banker Wealth Management Services Deposits
PRODUCTS & SERVICES
American Express Credit Cards in India International Gold Amx Card International Green Amx Card Tata Finance American Express Credit Card Issued and serviced by Tata Finance Limited. Globally accepted on the American Express global merchant network. American Express Online Services View your Amex Card account statement online Register to manage your Amex Card account online View your American Express Rewards Points Reset your Amx Card account password Update your Personal Amex Card information Apply to accept the Amx Card
American Express Interactive AXPi drives online business strategies Integrated into every business unit Marketing Develops excellent product and service Manages product lifecycle from beginning to end Marketing Business Units: American Express Interactive (AXPi) Consumer Card Services Group (CCSG) Establishment Services (ES) Global Commercial Card (GCC) Global Network Services (GNS) International Consumer & Small Business Services (ICSS) Global Business Travel (GBT)
Customer Care Also called Service Delivery Network (SDN) Reengineering and optimizing processes for improved satisfaction and cost containment Risk and Information Management Set the industry standard for managing risk associated with fraudulent activity Provide a strategic perspective Finance Integral role in everything from new product development to corporate planning and reengineering Financial and operational decisions that impact customers, merchants and shareholders
Strategic Planning Group Internal consultant and incubator of innovative ideas Spearheading large-scale strategy projects centered on growth opportunities, investment prospects, acquisition targets and other high-level initiatives Human Resource True partnership with our business clients Service and support throughout the full spectrum of the employee experience, from selection, hiring and orientation, to leadership development and talent management Technology Competitive advantage with capabilities that support increased customer spending, company revenue and net income Developing strategies and solutions for delivering an enhanced customer experience to all American Express card members
MISSION VISION GOAL
Mission To build sizeable markets share in each of the chosen areas of business through effective strategies in terms of pricing, product packaging and promoting the product in the market. Vision To become the world's most respected service brand. Goals Customer privacy Customer confidentiality Security of customer data Customer satisfaction Providing high quality services & products
STRENGTHS Sound bank managements. Improved risk management. Diversity in bank funding activities Wide spread developed banking culture A healthy banking system Banking secrecy laws Safety of depositors’ funds comes in priority WEAKNESS Government financing by banks out of acceptable standards. Limited branches.
OPPORTUNITIES Privatization creates ample opportunities for economic growth Banking Over Borders – extension to regional countries
THREATS Presence of nationalized banks. Presence of foreign banks.
OBJECTIVE Customer satisfaction level from present Amex Services and to know other services customers expecting from Amx Bank SCOPE OF REPORT The scope of this report is limited up to services provided by Amex Bank not by other banks. These reports just show the level of customer satisfaction from Amex Services and at the same time new product which customer is expecting from Amex DATA COLLECTION Through Clients of Amex Internet Magazines
Demand draft facility which is a basic customer satisfying service is not available in many cities. Some customers feel that customer satisfying services should be improved however such group of customers was very small. Few customers have confusion on charges that are charged on their accounts. Maximum customers feel that the service & products provided by bank are very good & they are satisfied with it. A small segment of customers want a few more services from bank like home loan, education loan etc. which are provided by local banks.
Need to improve on customer satisfying services,
like; Demand Draft facility should be available in all cities.
Need to improve on satisfying customer and handling
their queries in a sound manner.
Need to clarify customer for the charges that are
being charged on their account without clarification.
Need to have a stabilized banking staff to co-ordinate
with customer from time to time.
This research was made on customer satisfaction of
American Express bank. The Amex is one of those banks who serve its customers in the best way and also give due consideration to its customer service. Maximum clients who have their Corporate Accounts or individual Account with Amex are satisfied with its services. Amex provides all the modern services to its customer.
But there are also few customers who are not
satisfied or expect more services from the bank.