Despite intense competition from MasterCard and Visa issuers, American Express has been able to maintain a substantial share of the high-end market for credit/charge cards. For the twenty years we've followed the company, its marketing has consistently conveyed an upscale image.
Case in point: The email we received today asking us to upgrade from our existing Gold Card to an American Express Platinum (click on inset for a closeup look).
The subject line said it all:
Upgrade to a card with premium service
The benefits cited included:
* Complimentary airline ticket on any of the 18 participating airline partners
* Airport club access (Continental, Delta, Northwest Airlines)
* Hotels & resort special privileges
* Free Membership Rewards program
* By Invitation Only (privileged access and tickets to events that, in many cases, can't be purchased through any other source)
Analysis
The American Express solicitation is heavily oriented towards travel and entertainment benefits which plays to the company's strengths. A bank could do the same by concentrating more on the "premium service" aspect. For example:
- Front-of-the-line service: Your service request, whether by email or phone, always goes to the front of the queue
- Branch manager access: If you ever need to go direct to the top for any reason, just call (212) 555-1212 or email branchmanager@yourbank.com
- Preferred access to product specialists: If you ever have an unusual problem, whether it be accessing your online banking account from your laptop, or how to fund your Roth IRA, we will connect you with a specialist with state-of-the-art knowledge in that area
- Ft. Knox security: You need not worry about the safety and security of your bank accounts with our upgraded security and authentication algorithms
For more ideas, see "E-Service 2.0" (OBR 105/106).