{"id":668,"date":"2008-01-28T07:55:00","date_gmt":"2008-01-28T07:55:00","guid":{"rendered":"http:\/\/www.epicliving.com\/epic\/american-expres\/"},"modified":"2008-01-28T07:55:00","modified_gmt":"2008-01-28T07:55:00","slug":"american-expres","status":"publish","type":"post","link":"https:\/\/www.epicliving.com\/epic\/american-expres\/","title":{"rendered":"American Express and Credit-Ability"},"content":{"rendered":"<p>Last week I received a letter from American Express explaining a credit decision made without my request.&nbsp; One of those random reviews I suppose.&nbsp; I decided to call them and ask for an explanation.&nbsp; Keep in-mind, American Express usually shines when it comes to service-with me.&nbsp; But on the day I called i was talking with&#8230;.CREDIT OPERATIONS (hear the foreboding music).<\/p>\n<p>Credit operations at American Express told me the decision was made based on their inability to find my D&amp;B number.&nbsp; I told the representative not to worry, because I had the number handy.&nbsp; She gave two distinct warnings:<\/p>\n<ul>\n<li>Providing the number might not change the decision <\/li>\n<li>Don&#8217;t call customer service (American Express customer service) when I check to see the status.<\/li>\n<\/ul>\n<p>Some might think it would be a little strange for American Express to act this way, but I don&#8217;t.&nbsp; Do you think it was a coincidence that I received a letter around the same time American Express announced setting aside $450+ million in loan loss reserves in the fourth quarter of 2007.&nbsp; Maybe it was just me being paranoid and upset. <\/p>\n<p>Do you think the senior leaders at credit operations thought about the impact on me-the customer.&nbsp; Or do you think American Express was just knee-jerking their way to a credit decision?&nbsp; American Express needs to remember that at the heart of every transaction is the customer.&nbsp; Their opinions and feelings will impact the loyalty they have for the &quot;brand.&quot;&nbsp; When an organization ignores this, negative consequences usually appear.&nbsp; Just ask Countrywide.<\/p>\n<p>I still don&#8217;t get the &quot;don&#8217;t call customer service&quot; speech. <\/p>\n","protected":false},"excerpt":{"rendered":"<p>Last week I received a letter from American Express explaining a credit decision made without my request.&nbsp; One of those random reviews I suppose.&nbsp; I decided to call them and ask for an explanation.&nbsp; Keep in-mind, American Express usually shines when it comes to service-with me.&nbsp; But on the day I called i was talking&hellip;<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18],"tags":[],"class_list":["post-668","post","type-post","status-publish","format-standard","hentry","category-business-commentary"],"_links":{"self":[{"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/posts\/668","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/comments?post=668"}],"version-history":[{"count":0,"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/posts\/668\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/media?parent=668"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/categories?post=668"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.epicliving.com\/epic\/wp-json\/wp\/v2\/tags?post=668"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}