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Do You Walk in Your Customers’ Shoes?
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How you engage your team in knowing and understanding the lives of your customers is one of the things that differentiates the “beloved” companies for the “everyday” companies.
New Hires at USAA Eat Like Soldiers
While new hires are not required to be from the military, they must understand the military. So new USAA employees wear the military helmet and feel the weight of the backpack and flak vest strapped to their backs. USAA serves new employees MREs (meals ready to eat) during orientation so they can better identify with military life. They get to know the people behind the uniform by reading letters from soldiers and their families.
USAA was the first bank to allow iPhone deposits and among the first to let customers initiate an insurance claim using their phones from the scene of an accident. In 2008, they rolled out a service allowing customers to get text messages about their account balances. They have mobile peer-to-peer payments, allowing customers to e-mail or text-message money to friends or family for immediate deposit.
Read the entire Jeanne Bliss article
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