USAA`s Century Old Culture of Customer-Focused Innovation
| Case Code: HROB233 Case Length: 9 Pages Period: 2009-2022 Pub Date: 2022 Teaching Note: Available |
Price: Rs.400 Organization: United Services Automobile Association Industry: Financial Services Countries: United States Themes: Innovation, Organizational Culture, Cross-functional Management,Technology in Financial Services |
Abstract Case Intro 1 Case Intro 2 Excerpts
Introduction
USAA (United Services Automobile Association), a Fortune 500 diversified financial services group of companies based in the US, had ninety-six percent customer retention; the highest Net Promoter Scores in home insurance, auto insurance, and banking for 11 consecutive years; consistent ‘employer of choice’ ratings on Glassdoor; and 64 percent of customers reporting that they were ‘very satisfied’ with the services they received. The company attributed these recognitions to its approach of building a culture of innovation..
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