Experiencing World Class Service Excellence
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interacting with staff and they have never had to lay off staff.
One third of the employees have their college education sponsored by USAA.
Have a Workforce Transition Team which employees join for 12 months if job disappears through re-structuring etc.
Managers have their own restaurant & restrooms – shades of officers & enlisted men
Customer Dialogue
No real time IT single view of customer but periodic snapshots they gave themselves a 5/10 rating on current capability
Re-aligning products & support areas into customer focused centres of excellence
Customer numbers doubling every 10 years
Minimalist branding and advertising – rely on word of mouth in close knit military communities
Claim 98% ‘loyalty’; products per household 4.97; less than 2% churn
Have only recently introduced rules for direct mail volumes – two pieces per
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