In Pursuit of Seamless Service

Let’s look at how USAA delivers seamless service execution.  Let’s say you wrote USAA a letter about a claim.   A few days later you called.  Mary answers your call.  You say, “Mary, I wrote USAA a few days ago about a claim.”  And, Mary says, “Yes, I am looking at your letter right now.  You were inquiring about….”  USAA scans every piece of correspondence—thousands every day––to be available in an instant to every single one of its customer service agents.  Interview USAA customers and you’ll hear “trust” spoken a lot.  Their accolades are born from USAA’s making it super easy to get service and by having which ever server you get be completely irrelevant to the transaction.  Compare that to your next trip to the grocery store check-out line!

Customers would like to believe the organization is designed and managed around their needs, especially since they are the ones generating the funds needed for the organization to survive.  How can you remove all the hassle from your customer’s experience?


About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
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