Experiencing World Class Service Excellence

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illusion of simplicity
Evidence that planning process is used to drill down understanding within the company

Product Variables

Wide range of insurance and financial products including: property and casualty insurance, life and health insurance, annuities, mutual funds, discount brokerage, credit cards, banking services, travel services and alliance services
They had a diagrammatic wheel incorporating  six Business Divisions, ten Key Life Events and ten products to give 600 potential segments.

Staff Management

Must be a/the major employer in San Antonio
Work spaces heavily personalised; much use of the American flag; military memorabilia in public spaces
Head office in San Antonio has three on-site fitness centres, health clinics and cafeterias which also offer take-home meals.
There is also a sophisticated system for

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