<p>It’s tempting to attribute USAA's success to its special expertise in serving military personnel. But Tony Wells, USAA’s former chief brand officer, says it comes down to empathy for the unique challenges members face. In this episode, Tony shares how USAA lives its mission every day, how the company quickly adapted to support employees and customers in the wake of the Covid-19 pandemic, and how it continues to prepare for disruption.</p> <p>We’d love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback</p>

It’s tempting to attribute USAA's success to its special expertise in serving military personnel. But Tony Wells, USAA’s former chief brand officer, says it comes down to empathy for the unique challenges members face. In this episode, Tony shares how USAA lives its mission every day, how the company quickly adapted to support employees and customers in the wake of the Covid-19 pandemic, and how it continues to prepare for disruption. We’d love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback

Ep. 187: Tony Wells | Maintaining a Resilient and Customer-Focused Culture

The Customer Confidential Podcast unlocks a world of unparalleled customer and employee loyalty insights. Host Rob Markey, a Net Promoter System pioneer, uses his deep expertise and empathetic approach to challenge conventional wisdom, peel back layers of typical advice, and expose the real stories of industry transformation. Take a deep dive into discussions on CX, customer journey, customer insights, Net Promoter Score, and more. Every episode is a master class in loyalty. Guests include CMOs, CXOs, and heroes of customer-centric transformation, along with thought leaders who inspire them. Exploring organizational structures, operating models, goals, and metrics, Rob and his guests from companies such as Vanguard, American Express, and more bring to light practical marketing, product, customer experience, and technology strategies for earning customer-focused growth. This podcast is your source for untold stories of customer and employee loyalty. Challenging, insightful, and instructive—all in one place. Earned growth starts here.

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Ep. 187: Tony Wells | Maintaining a Resilient and Customer-Focused Culture

Ep. 187: Tony Wells | Maintaining a Resilient and Customer-Focused Culture

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