USAA Tops BusinessWeek List; Good Choice

In BusinessWeek’s recent article called The Customer Service Elite, USAA (a financial services provider for military members and their families) took the top spot out of 50 companies identified for great customer service. Well, that’s no surprise. Our consumer research shows that USAA is:

The bottom line: It’s great that our military personnel get the best service!

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I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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