American Express

How Fortune 500 Companies Engage Customers on Social Media
September 7, 2012

Fortune annually compiles a list of America’s largest corporations, aptly named the “Fortune 500” (F500) given their size and wealth. … In 2008, the University of Massachusetts Dartmouth Center for Marketing Research released one of the first studies on social media adoption among the F500 … Last year’s F500 study drew attention for the leveling off of blogging, with only 23 percent hosting a public-facing corporate blog in both 2010 and 2011. The latest iteration documents a leap forward for these titans as they show the first signs of really embracing a range of social media tools.

How to Get a Government Contract in Q4
August 14, 2012

In an average year over $90 billion federal dollars are spent with small businesses, providing you ample opportunity to grow your business with the world’s largest customer. And, according to The Washington Post, approximately 33 percent of all contracts are awarded during the fourth quarter of each federal government fiscal year, which ends Sept. 30th. While the clock is ticking down in terms of federal opportunities for this fiscal year, here are a few tips to help you get in on the action. Do your research.

American Express Denies Signing On for Google Wallet Expansion
August 6, 2012

Google may have jumped the gun with its announcement last week that all major credit cards are now accessible via its Google Wallet app. As TechCrunch first reported, American Express, named as one of the mobile wallet's top four services, disputed its partnership. American Express Spokesman Bradley Minor told PCMag today in a statement that "while we are interested in the technology and remain in discussions with them [Google] about opportunities to work together, we did not provide approval to be included."

ICANN Domain Landgrab: What SMBs Should Know
June 15, 2012

The next Internet real estate boom is about to get underway. Do you know where your domain name is? Perhaps a grammatical tweak is in order: Do you know where your domain names are? There will soon be a whole lot more of them. The Internet Corporation for Assigned Numbers and Names (ICANN) just released the list of proposed new generic top-level domains (gTLDs). ICANN received nearly 2,000 applications. Today, website registrants pick from one of 22 gTLDs, though the .com domain has remained the sought-after home for most for-profit businesses, large and small. (After all, it's—not

4 Lessons From American Express on How to Sell Social Inside Your Company
May 23, 2012

Leslie Berland, senior vice president, digital partnerships and development, American Express, has brought new meaning to the phrase "social currency." Through partnerships with Facebook, Twitter and foursquare, American Express cardholders can now sync cards to their social media accounts to earn savings from brands such as Best Buy, Whole Foods and "If we do any commerce or promotional program," Berland says, "there has to be a social element."

AmEx Adds Personalized Offers to iPhone App
May 16, 2012

Deals will be recommended based on spend history, location. ... Last year, Facebook shuttered its deals business in an apparent forfeit of the market to Groupon, among others. But since closing its first day of trading at $26.11 per share, Groupon’s stock has plummeted to $9.90 as of Friday’s close. And the rest of daily deal industry hasn’t fared any better; 798 deal sites didn’t survive the second half of 2011, according to Fast Company. So why is American Express doubling down on its deals business?

Dealing With Customer Misery - Part 1
May 15, 2012

I have in my massive private archive a number of stories of airline passengers detained on the tarmac for hours with no food, water or toilet facilities; passengers unfairly bumped from flights; near-riots at ticket counters and in waiting rooms. Several years ago, our flight from Nice to Paris was canceled and long lines of ticketed passengers were in shouting matches with Air France ground personnel, creating a knot in my stomach and a sense of dread.

Solving Customer Complaints on Social Media Pays Off
May 4, 2012

Customers don’t just want you to resolve their complaints; they want you to be more social while you’re at it. According to an American Express study released Wednesday, companies that resolve customer complaints via social media platforms like Twitter and Facebook see 21 percent more sales than companies that handle complaints on the telephone or in written form. The survey also reported that one in five shoppers now turn to social media to file a complaint before calling the company itself. “It’s not about being perfect, it’s about the response,” says Deborah Mitchell, a clinical associate professor of marketing …

Yahoo Woos Small Businesses With Marketing Dashboard
May 3, 2012

Yahoo Small Business hopes to grow by offering small businesses an integrated marketing dashboard to manage and expand their digital marketing efforts. The Yahoo Marketing Dashboard, generally available today, provides a consolidated view of a business’s marketing results and reputation. Tom Byun, general manager, Yahoo Small Business, said the company has almost 10 million small business users of products including Yahoo Finance and mail, as well as "intendeds." "This is a very proven, long-standing business that's also highly profitable," Byun said. "We're now taking it beyond Web hosting to, 'How can you help me grow my business and manage …

Rethinking Marketing - HBR
May 1, 2012

Companies have powerful technologies for understanding and interacting with customers, yet most still depend on mass media marketing to drive impersonal transactions. To compete, companies must shift from pushing individual products to building long-term customer relationships. The marketing department must be reinvented as a “customer department” that replaces the CMO with a chief customer officer, makes product and brand managers subservient to customer managers, and oversees customer-focused functions including R&D, customer service, market research and CRM.