American Express reaches out to communicate with customers

In keeping with its goals of communicating more clearly with customers, American Express came to us with two projects in mind.

First, with the American Express project team, we created a new Online Privacy Statement that people could easily read. Seeing that the original statement was dense and complex, staff recognized that with some dedicated effort, they could create a ground-breaking privacy statement that customers could understand.

American Express convened a team of marketing, privacy, customer service, and legal experts. To help staff visualize the process of communicating with customers, we mapped customers’ key contact points to ensure that the team covered all important steps. Through collaborative sessions, we completely rethought the content and developed a fresh, more concise online statement.

The final privacy statement is online.

American Express Article