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7.01: How spirit and innovation make one bank so beloved
Manage episode 201212932 series 1352968
Content provided by BAI Banking Strategies. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by BAI Banking Strategies or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
For all its focus on metrics and earnings reports, the banking world too often overlooks a non-numerical variable: standout culture. Yet that softer side of the equation, when in balance, produces numbers that are tough to beat. USAA boasts the industry's highest Net Promoter Score, reflecting how much their customers praise them. And Zachary Gipson, USAA's Chief Innovation Officers, says without reservation, "We love our members." Gipson takes us behind the scenes of USAA's innovation and culture success story.
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Manage episode 201212932 series 1352968
Content provided by BAI Banking Strategies. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by BAI Banking Strategies or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
For all its focus on metrics and earnings reports, the banking world too often overlooks a non-numerical variable: standout culture. Yet that softer side of the equation, when in balance, produces numbers that are tough to beat. USAA boasts the industry's highest Net Promoter Score, reflecting how much their customers praise them. And Zachary Gipson, USAA's Chief Innovation Officers, says without reservation, "We love our members." Gipson takes us behind the scenes of USAA's innovation and culture success story.
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