The only sustainable competitive advantage is a world-class customer experience. It cannot be copied, outsourced or done overseas – John DiJulius
Does every company/business create a world-class customer experience?….probably not. For some businesses, a certain culture sets in and that is what defines the customer experience.
USAA is a world-class company. Of course the military focus is part of the customer experience….USAA is deliberate in creating the kind of company that people want to do business with and also a company that has its customers trust and confidence.
While it has been some time ago….I would like to think that we gave our customers a first-class experience….if not that at least a Muskegon-classed customer experience! Our relationships were a key competitive advantage in a highly competitive market.