Relationship Care — Amex's Service Philosophy Decoded

"How would you give a hug to a card member over the phone?" — That's a real Amex hiring question, and it's not a gimmick. American Express's "Relationship Care" service philosophy has been the most distinctive cultural feature of the company since the early 2010s, and it's the lens through which Amex evaluates ANY candidate — from analyst to engineer to product manager. This module decodes it.