Marketing to clients who enjoy their privileges
MANILA, Philippines - In addition to other perks, the privilege of having a personal assistant available by phone, 24/7, is one of the key benefits that has allowed the American Express Platinum credit card to establish a strong presence in the competitive credit-card landscape of the Philippines.
More than simply making reservations for card members, the American Express concierge program has set new customer service benchmarks in the industry. Officials of BDO, which now issues American Express Cards in the country, often recall the story of a card member who asked the concierge service to find a Nokia E71 cell phone that was not yet available in local stores. After locating a supplier in Singapore, the concierge got approval from the card member to purchase the phone and arranged for quick delivery to the eager client.
Another client needed to console an important contact. The problem was that the card member did not know the name of the departed person — only the name of his bereaved loved one. Armed with the fact that the wake was in a Parañaque mortuary, as well as a few other details, the concierge was able to locate the funeral chapel, to the surprise of the card member.
“As a rule, the American Express concierge does not like turning down a client request,” says Agnes Aragon, BDO senior assistant vice president and head of the Elite Credit Cards Segment. “The American Express concierge always aims to please the card member and will use skills, training and patience to get the information or service requested.”
The concierge service, which includes reservation assistance, travel bookings, flowers and gift delivery, is among a range of privileges provided by American Express to its Platinum credit card members. A rewards program, which currently includes items from designer brands like Rico and Tina Ocampo’s Celestina bags, and special offers and savings from American Express merchants, “help make our card members feel extra special,” says Aragon.
To learn more about American Express credit cards and the exclusive concierge service, call the 24-hour Customer Service Hotline at 814-4777.
