NYSE US 100
01.02.2007 20:34:00
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American Express Business Travel's 2006 Investments Drive Growth; 136 Clients Adopt New AXIOM Online Solution; Customer Experience Remains a Top Priority for 2007
American Express Business Travel, a global industry leader in business
travel management, today reported on its 2006 business performance and
outlined four critical areas of business transformation focus for 2007.
In 2006, American Express Business Travel was awarded $2.2 billion in
newly won business, which increased 60 percent compared to 2005, and was
re-awarded nearly $3.6 billion from existing clients who renewed their
contracts.
Newly signed companies include global enterprise Fair Isaac Corporation,
and other leading brands such as Circuit City and Shire Pharmaceutical.
Reflecting on the diversity of its client portfolio, the Company also
noted that, as of year-end 2006, its middle market segment in the United
States accounted for more than one-quarter of its U.S. corporate travel
sales volume.
Looking to 2007, the Company confirmed its focus on innovations that
will further optimize its clients’ total
travel and entertainment (T&E) spend, enrich its global capabilities,
enhance the traveler experience, and strengthen its supplier
partnerships.
"We are now firmly beyond the traditional
travel agency mindset to instead provide full spectrum, end-to-end T&E
management services,” said Charles
Petruccelli, President of American Express Global Travel Services. "Today
the client wants global integrated purchase and process solutions, the
business traveler wants a total trip experience, and the supplier wants
distribution efficiency and business development success. I am pleased
to report that our continuing business investments have positioned us
well to deliver on the 'customer experience' promise.” I. Optimizing the Full 100% of T&E Spend
American Express Business Travel was first to acquaint the industry with
the "97/3 Total Travel Management”
model several years ago, focusing its clients to more carefully manage
the lion’s share -- the 97 percent -- of spend
derived from sourcing traditional travel (air, hotel and car).
Last year, the Company expanded the model to further extend its clients’
reach, visibility and control over ancillary travel-related expenses,
such as ground transportation, dining reservations, event tickets,
package shipping, and more. By helping companies to strategically source
these secondary expenses the Company will help organizations reign in
the estimated 50 percent of T&E expense that today often goes unmanaged.
Specifically, the Company chose Rearden Commerce, Inc., in which it has
taken a minority stake, to power a Web-based commerce network called the
American Express Intelligent Online Marketplace (AXIOM). AXIOM brings
together inventory from more than 135,000 suppliers in a single
destination where employees can find, purchase and manage traditional
travel as well as ancillary services equally critical to the total trip
experience.
"We know that ‘100
percent total T&E management’ is of
utmost interest to our clients,” said Andy
McGraw, General Manager and Senior Vice President, American Express
Business Travel North America. "As
testimonial to AXIOM’s relevance, 136 clients
have adopted the new platform since our U.S. launch, including ADESA
Inc., a wholesale auto auction provider, and Omniflight Helicopters, an
air medical transportation provider.”
AXIOM also includes an online 'personal assistant' that automatically
seeks services that meet travelers’
preferences, manages invitations to meetings and events, provides alerts
when itineraries change and syncs the travelers' itineraries with their
mobile calendars to improve employee productivity.
"The ancillary services that AXIOM provides
were a key part of our decision to go with American Express Business
Travel,” said ADESA, Inc. Executive Vice
President and Chief Administrative Officer Brenda Flayton. "AXIOM
promises to provide us with the ability to handle logistics for all
facets of business travel much more efficiently and to integrate
information into employee calendars when reservations are made.” II. Expanding Our Global Sphere of Influence and Capability Servicing China and Asia-Pacific
One of the key highlights of 2006 was the Company’s
second-annual China Business Travel Forum, held in Shanghai from October
31 through November 1, which drew more than 2,000 attendees to its
workshops and supplier showcases.
The Forum, which will be held annually, has become the corporate travel
industry event and marketplace in China. American Express Business
Travel was the first global network to introduce travel and expense
management services in China through its China International Travel
Services partnership. The Company intends to expand its commitments in
China, while embracing new ways to help Chinese companies and foreign
companies headquartered in China to meet the challenges of business
travel and drive T&E spend savings.
Success in China is creating a ripple effect across the region, from
India to Singapore. "Our Japan, Asia-Pacific
and Australia market is a fast growth business, and we’re
making investments across the board to help clients identify the
greatest opportunities for improved savings and control as well as
implementing real, workable solutions,” said
Libby Roy, General Manager and Vice President for American Express
Business Travel, Japan, Asia-Pacific and Australia.
Becoming the World’s Global Travel
Services Consultancy
Introduced in 2006, American Express Business Travel’s
global Advisory Services unit will expand its business intelligence
capability to extend the analytic insights, sourcing and change
management guidance, and program implementation expertise it provides
clients.
New 2007 organizational and "management
information” technology investments will also
allow American Express to enhance its global data reporting and analysis
capability and drive increased operational excellence in the client
relationship. As a first part of this initiative, the Company named S.
Miyazaki Miyabe as Vice President, Global Business Intelligence,
reporting to Mike Streit, Vice President and Head of Advisory Services.
Advisory Services’ Consulting sales increased
more than 60 percent last year, as clients increasingly sought to engage
this unique consultative capability.
III. The Travelers’ Trip Experience
A critical part of the Company’s 2007
strategy is to ensure unmatched online, such as through AXIOM, and
offline customer experiences. Last year, American Express Business
Travel formed ‘Service Centers of Excellence,’
implemented standard back-end servicing platforms and disciplines, and
rolled out global best practices and quality scorecard assurance systems
for its worldwide network of service centers.
The Company also invested heavily in global employee engagement and
training, paired with skills and leadership development programs. For
instance, the Company launched and will continue to implement its Great
Call Experience, a set of travel counselor servicing protocols designed
to ensure a consistent and exceptional ‘touch
and feel’ contact during each and every
customer call.
"Our goal is to make American Express’
customer service the industry benchmark for traveler satisfaction
through a consistent, flawless experience,”
said Priyan Fernando, Executive Vice President and Chief Operating
Officer, American Express Business Travel. "In
doing so, we aspire to earn customer loyalty for life.” IV. Supplier Value, Supplier Partnership
The Company reasserted its continued focus on strengthening its
partnerships with suppliers in order to deliver ever-increasing value to
the industry’s mutual customer.
In 2006, the American Express Business Travel Distribution Solution (DS)
model and its TravelBahn DS program emerged as key differentiators for
the Company, its suppliers and customers.
Fundamentally, the DS model means supplier partnerships in order to
ensure full access to content, increase operational efficiency and
maintain superior value for customers. And through these partnerships,
as well as the DS model, the vast majority of American Express Business
Travel customers were protected from the system surcharges implemented
late last year.
While most other agencies either charged customers for full access to
content, or were limited in the content they could access, American
Express stood out as a leading customer advocate.
For the full year, the Company processed more than 3 million DS
transactions and welcomed United Airlines as a DS model participant,
joining American Airlines, Continental Airlines and various other
carriers. Additionally, Andrew Winterton, Senior Vice President of
Global Supplier Relations for American Express Business Travel, was
named to Business Travel News’ "Top
25" list in 2006 for his vision in bringing TravelBahn DS to the market.
As a broker for the inventory of air, hotel, car rental and
travel-related services suppliers, American Express Business Travel
looks forward to leveraging its proprietary technologies, where
appropriate, in 2007 to continue maintaining the most efficient access
to relevant content and demonstrating the value of its supplier
partnerships.
About American Express Business Travel
American Express Business Travel, a division of the American Express
Company, is dedicated to helping its clients realize the greatest
possible value from their investment in travel through increased cost
savings, outstanding customer service and greater spend control. For
small businesses, medium-sized enterprises and multinational
corporations, American Express Business Travel provides a combination of
industry-leading booking technology, travel management consulting
expertise, strategic sourcing and supplier negotiation support and
customer service available online and offline, around the world.
American Express operates one of the world’s
largest travel agency networks with over 2,200 travel service locations
in over 140 countries and territories worldwide. The Company processed
$21.8 billion in global travel sales in 2006.
American Express Company (www.americanexpress.com)
is a diversified worldwide travel, financial and network services
company founded in 1850. It is a world leader in charge and credit
cards, Travelers Cheques, travel, business services and international
banking.
American Express acts solely as sales agent for travel suppliers and is
not liable for the actions or inactions of such suppliers. CST#
1022318-10, TA# 002- Registered Iowa Travel Agency, NV# 2001-0126,
ML#1192, Washington UBI# 600-469-694
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