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" ... The “Toughness” podcast, Steinfort said, was born out of request by a U.S. Army think tank. Steinfort, an advisor for the Army, was asked to create an interview series specifically for the Army population, which is an estimated 1.3 million active servicemen and servicewomen. ... "
" ... What does customer-centricity look like at USAA and how do they achieve it? It starts with a very active program to induce/unlock/inspire empathy on the part of its thousands of employees, empathy, in particular, for the most stressed-out subset of its customers– called“members,” in USAA lingo. As USAA’s customer base is made up, in large part, of military, retired military, and their families, the most stressed are likely to be currently-deployed servicemen and servicewomen, and their families back at home. ... "