1. Deliver OptimalValue Globally
Presented by: KB Consulting Group

2. American Express’Vision
“to become the world’s most respected
service brand”
-Ken Chenault
American Express, CEO
KB Consulting Group2

3. Where Is American Express Currently?
• Operating in over 130 countries around the world
1
• Providing Superior Customer Service
2
• Customer spending is 4 times more than
MasterCard and 3 ½ times more thanVisa
domestically
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KB Consulting Group3

4. 4 KB Consulting Group
American Express’ Current Revenue Stream
55%
20%
15%
10%

5. The Following Strategies Will Increase
American Express’ Future Global Growth
1
• Expand Relationship Care (RC)
2
• Implement Recommend-a-Friend (RAF)
3
• Implement Personal Data Management
(PDM)
4
• Implement Cloud Computing
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6. Our Recommended Solutions Will Deliver the Following
Competitive Advantages
KB Consulting Group6
Remain relevant and accessible to new
generation of customers on a global scale
1
• Deliver Globally
2
• Deliver Superior Customer Service
3
• Deliver Customer Personalization and Engagement
Objective:

7. 7 KB Consulting Group
Implement Relationship Care For Global Growth
Start
RC Pilot
Start
RC Pilot
Start
RC Pilot
Next, Apply
RC Pilot
RC
Program
Already
Exits

8. 8 KB Consulting Group
Our Global Relationship Care Strategy Will Boost
Customer Loyalty
Implement Initial
program. Constantly
survey employee
happiness and RAF
ratio
Survey based on 6
employee value
metrics to evaluate
culture specific
employee preferences
Analyze survey results
for initial program.
Tailor specific program
based on specific
country preferences

9. Global Relationship Care Maximizes Operating Profits
KB Consulting Group9
≈9%
Additional Profit Gains
Due to Increase in
Customer Acquisition

10. Our Robust IMAX Platform Will Reduce Employee Attrition
Increase Productivity and Global Relationship Care
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11. 11 KB Consulting Group
Our Robust IMAX Platform: Interactive Employee
Portal Means Retaining Competitive Talents
Reviewed On: 4/5/13

12. Our IMAX Platform Delivers Seamless and Simple
Hybrid HR Strategies
KB Consulting Group
Hybrid HR Strategies
• Centralized authority with local empowerment
• Creates a strong system for training and promotion
• The hybrid system has been adopted by popular
companies such as IBM, Panasonic, P&G and Nestle
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13. 13 KB Consulting Group
1. Customer Makes
Comment aboutAmerican
Express’ products or brand
in social media forum
2. Comment detected by
American Express Call
Center and routed to the
best available CCP
3. CCP responds via social
media using standard call
center agent desktop
4. Call Center managers
use existing routing and
reporting tools to
manage the call center
Integrating Call Center with Social Media Will
Maximize Customer Engagement
1. Meet customers where
they are
2. Proactively manage
customer sentiment
3. Great for sales,
marketing, support and
customer service
departments

14. 14 KB Consulting Group
Purpose
Why
How
Ensure that the American Express customer experience is
robust both online and offline, everywhere in the world
• 33% of customers contact a company on the website
• 20% of customers contact a company through email
• Younger customers are online more, especially GenerationY
• Integrate American Express’ call centers with social media
• Implement Recommend-a-Friend program via social media
forums such as Facebook
Integrating Relationship Care with Social Media
Adds MoreValue For Customers

15. 15 KB Consulting Group
Implementing Recommend-a-Friend
Through Social Media Will Increase Profitability
Benefits of Recommend-a-Friend
Relationship Care program is measured using a
companywide Recommend-a-Friend metric
85% of customer care professional’s performance is
based on the Recommend-a-Friend metric
There is no actual implementation of Recommend-
a-Friend program through social media for
American Express

16. 16 KB Consulting Group
Recommend-a-Friend Network
r
r
r
r
r
rr
r
r

17. Recommend-a-Friend Profitability Projections
r
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≈3.5%
Additional
Profit Gains
Recommend-a-Friend

18. Creating American Express App Hub Means More
Personalized Service For Customers
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19. 19 KB Consulting Group
Integrate PDM Robust Customer Engagement
Means MoreValue Added Service

20. 20 KB Consulting Group
PDM + Customer Engagement= More
Opportunity to Increase Brand Awareness

21. KB Consulting Group
Implementing Cloud Computing Means Seamless
Connectivity to Customers and Employees
1
• Customization and Flexibility
2
• Scalability and Reporting
3
• Rich and Functional Features
4
• Integrated MarketingTools
5
• Design and Layout Elements
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22. 22 KB Consulting Group
Cloud Computing Drives Innovation, Competitive
Edge, and Mobility

23. Cloud Computing Reduces Development Time and
Boosts ShareholderValue
KB Consulting Group23

24. 24 KB Consulting Group
Apply RelationshipCare ModelGlobally
Leverage NewTechnologies to further
connect with customers and employees
Modify RelationshipCare Model to adhere
to cultural and social sensitivities
Implement social media such as Facebook
as the primary customer touch-point;
integrate social media with call center
platform and other online portals
The Following Strategies Will Maximize American
Express’ Future Global Growth
r

25. Cloud, PDM and IMAX Combination Will Provide
Added Financial Benefits andValue
Total Initial cost of project is $1,608 Million but the Net Present
Value: is $9,134 Million.
If NPV is greater than zero, then this project is considered a
valuable investment. The NPV for this project is $9,134 Million,
which is > 0.
Internal Rate of Return: is higher than firm's cost of capital,
therefore cloud, PDM and IMAX combination project is a good
investment. IRR is 224% > 13%
Profitability Index is 6.68, which means for every invested NPV
dollar, yields $6.68 in present value inflow. Payback period is in 5
months and 9 days.
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26. Re-evaluate $2.125 billion allocated for future projects and set aside part of
the budget for implementing our proposed solutions for future success and
growth of company in the global market.
American Express has $7,221 Million in Retained Earnings and a positive
FCF of $3,080 Million, therefore spending $1,608 Million in our proposed
solution is within the budget and would yield NPV of $9,134 Million.
The Profitability Index of the proposed strategy is $6.68, which means for
every NPV dollar invested the project yields $6.68 in profits.
Implementing Cloud, PDM and IMAX project is very sound investment
which would increase American Express’ future shareholder value.
1
2
NPV + IRR + ARR= Value
=Happy Shareholders
3
4
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27. Time Line for Implementing Our Proposed Solutions
KB Consulting Group27
2013 2014 2015 2016 2017

28. Deliver InnovativeTechnology Globally
MaximizeYour Employees’Talents Globally
Deliver Optimal Service toYour Customers Globally
CLOUD
Computing
IMAX
Platform
PDM, RAF
and RC
Innovation +Talented Employees + Loyal
Customers= Delivers OptimalValue to Shareholders
KB Consulting Group28

29. Any Questions?
KB Consulting Group, Inc
“Unlock Your Potential”
Bahareh Seifikabir
Founder
baharehsb1975@gmail.com
Cell#: 909-938-8729
KB Consulting Group, Inc
“Unlock Your Potential”
Katerina Hoyo
Founder
katerinahoyo@yahoo.com
Cell#: 323-377-2825
KB Consulting Group29