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Service Comes First: An Interview with USAA's Robert F. McDermott
- 商品編號：91508
- 商品分類：Article
- 長度：10頁
- 出版日期：1991-09-01
- 學門：
In this interview, Robert McDermott tells how he has built customer service into the very fiber of the insurance company he heads--USAA. His successful service recipe has three principal ingredients: 1) A niche market (active and former military officers and their families); 2) Progressive employment practices and commitment to continuous development of its work force; and 3) Innovative use of technology, including imaging and expert systems.