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Authors: Thomas Teal
Published by: Harvard Business Publishing
Published in: "Harvard Business Review", 1991

Abstract

In this interview, Robert McDermott tells how he has built customer service into the very fiber of the insurance company he heads--USAA. His successful service recipe has three principal ingredients: 1) A niche market (active and former military officers and their families); 2) Progressive employment practices and commitment to continuous development of its work force; and 3) Innovative use of technology, including imaging and expert systems.

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Abstract

In this interview, Robert McDermott tells how he has built customer service into the very fiber of the insurance company he heads--USAA. His successful service recipe has three principal ingredients: 1) A niche market (active and former military officers and their families); 2) Progressive employment practices and commitment to continuous development of its work force; and 3) Innovative use of technology, including imaging and expert systems.

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