USAA Memorial Day Message

I’ve got to give a shout-out to USAA … the insurance company for military personnel, veterans, and their families. During the entire pandemic, the CEO (or as I say in my new book the “Chief Brand Officer”) has been in constant contact with members and offering assistance in multiple forms. The company even gave back dividends to families because USAA’s claims are way down and as a result their profits are up.

A special email went our on Friday for Memorial Day with links to tributes and further information/assistance.

For me as a marketer, USAA is a first mover in these changing times of customer service. There’s no such thing as over-communication provided that it’s adding value. There’s no such thing as doing too much provided that it’s needed and welcomed. And there’s no such thing as being too transparent as we all navigate the world together.

The company is making more money than expected, so they are giving some of it back. The company understands that people may have trouble making their payments so they are giving relief. The company understands who its members are so it’s offering information and ways to pay tribute.

A Conscious Marketer at its best. What’s your experience? JIM