What “benefits” do Amex members want? Staff share “behind-the-scenes stories,” including “pride in the length of their membership” and “concierge service without a manual”

This article examines trends in the benefits Amex members seek, alongside behind-the-scenes stories from staff members. Examples include taking pride in the length of one’s membership and concierge service provided without a manual.

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The story

The article introduces trends in the benefits Amex members want, including pride in the length of their membership and interest in experiential benefits that reinforce a sense of luxury. It also touches on practical innovations and the approach taken to customer service.

Behind-the-scenes stories from staff members include concierge operations that respond flexibly in certain situations without relying on a manual. The article focuses on operational know-how and creative approaches to customer service.

At a glance

Desired benefitsA tendency to take pride in the length of their membership

Behind-the-scenes storiesCentered on behind-the-scenes stories from staff members

Concierge serviceThe staff’s no-manual approach has become a talking point

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