The fact that American Express' high rates of customer satisfaction and loyalty can be measured both in studies and client testimonials proves that the company is leading the credit card company industry in service standards.
For the fifth year in a row, American Express earned the first place spot in the 2011 J.D. Power and Associates Report. The company ranked highest for customer satisfaction, earning a score of 786. It also earned high marks for benefits and services, credit card terms and rewards.
Perhaps more important than that are the actual reports of AmEx's superior service. The card company genially refunded penalty fees following a phone call from a client living in France when she received her bill late - on a number of occasions - Fox Business reports. Not only that, AmEx helped a man transport his prematurely born baby from Boston to New Jersey when insurance wouldn't cover it, the source reports.
"At the end of the day, it's a very simple concept of the Golden Rule: treat the customer as you would like to be treated. That's what we do. And it's able to resonate with the entire organization, because everybody's a customer of someone," executive VP with AmEx's World Service division, Jim Bush, told Fox Business.