- my lover, my killer
- American Express’s customer experience absorbed my attentions for close to 8 years. It was an incredibly rich brand to work with, with some of the sharpest clients I have yet encountered. I was lucky enough to work on digital strategy & design for a broad array of their products & services: Membership Rewards, American Express Travel, OPEN (the Small Business group), the Blue, Gold, Platinum and Centurion Cards to name a few.
When people ask me to point to exactly what I did on the site, I tell them, “Everything and nothing.” Because the heartbreaking part of working with these guys was integration (back-end being only the tip of the iceberg).A few assignments of note:
Lots and lots. I could talk about these guys for HOURS. A treat of a brand, and as motley a band of clients I have had the pleasure to come across. I miss them still…
- Re-launching the Card “store” as a retail experience.
- Setting out a customer-centered, “membership unleashed” vision that is (supposedly) being implemented.
- Working with their Labs group to (among other things) create (a) an iPhone app that will call a taxi at the touch of a button, (b) a pop-up traveler’s map using Microsoft’s Surface, (c) a widget that collected together all benefits and offers into one cool little package and (d) launching the so-called ’4D’ Card activation experience that used sound and 3D design to drive some of the best metrics they had seen to date.
- Working with Ellen DeGeneres and her writers to launch an online extension to her first “My Life. My Card.” ad.
- Working with the Travel, Membership Rewards and Interactive teams to redefine the digital travel offering for the enterprise.
- Launching the very first Membership Rewards online catalogue.
- Doing all of the online ads and other activation work for the launch of Blue.
- Developing an activation and engagement strategy for new Cardmembers across phone, mail, email, online based on how we fall in love (no kidding. I worked with Sara Brito on this one – she is a genius…)