Posted by Harley Manning on July 7, 2011
One of the challenges in putting together Forrester’s Customer Experience Forum is that we have a very limited number of main-stage speaker slots. And that’s frustrating because as the content champion for the event, I wanted to put the top bank, the top credit card provider, and the top insurance provider on stage.
Lucky for me our Customer Experience Index data tells us that’s all the same company: USAA.
And that’s why we were so happy to have Wayne Peacock as a speaker.
Wayne is executive vice president of member experience at USAA, where he oversees its marketing, channel management, sales, and service functions. We profiled him earlier this year as part of our series “Conversations With Chief Customer Officers.”
As always, the USAA story is inspiring. As Wayne put it, it accomplishes its mission by focusing on three things that are deceptively simple but very hard to execute well:
- Know your customer.
- Organize your business around your customer’s need.
- Make it about a bigger mission.
To which I will only add: If you do those things, you might also have a year-over-year customer retention rate of 97% to 98% like USAA.
But don’t take my word — listen to Wayne yourself. Enjoy!
Search Forrester's Blogs
Free Mobile Mind Shift Webinar Series
Learn how to win your customers' mobile moments in this three-part series »
- Adele Sage (22)
- Allegra Burnette (1)
- Craig Menzies (8)
- Deanna Laufer (2)
- Harley Manning (87)
- Joana van den Brink-Quintanilha (2)
- John Dalton (2)
- Jonathan Browne (23)
- Kerry Bodine (77)
- Maxie Schmidt-Subramanian (12)
- Megan Burns (27)
- Moira Dorsey (5)
- Paul Hagen (32)
- Rick Parrish (2)
- Ronald Rogowski (29)
- Sam Stern (15)
- Samantha Jaddou (3)
- Thomas Husson (1)
- Tony Costa (8)