released by Forbes Insights and Salesforce shows, positive employee experience drives great customer experience, and they work together to drive company success and growth. Companies ranked highly for both customer and employee experience saw median three-year CAGR that was nearly double that of companies with lower experience rankings.
But it requires a concerted effort and intentional organization to get departments to come together around this shared vision. One way USAA achieves this is with “HR business partners” who are integral parts of every team, including sales and service—but who report to HR. Great results can come only from “understanding the drivers of good and not-so-good experiences” and from using these to prioritize resources, says Rideout. “There is a dynamic balance between our member, our employee and our bottom-line business results that relies on continuous adjustments for optimal results.”
Assessing the effectiveness of customer experience management means breaking down those parts and analyzing them. To do this, USAA minutely tracks customers along their entire journeys. The result is a rich panorama of customer interactions that helps USAA provide a frictionless customer experience.