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5min chapter
519: Bain & Company's Partner Rob Markey on Customer Strategy, Customer Loyalty and Retention (Strategy Skills classics)
The Strategy Skills Podcast: Strategy | Leadership | Critical Thinking | Problem-Solving
Building Customer Loyalty Through Organizational Innovation
This chapter delves into USAA's unique organizational structure that prioritizes member needs over shareholder interests, fostering deep customer loyalty. It also draws parallels with fan-owned European football teams, showcasing how a cohesive team approach enhances the customer experience in vehicle acquisition.
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