Segment-of-one personalization Part 2: USAA, RBC prevail

Originally published at: https://dailyfintech.com/2022/05/05/segment-of-one-personalization-part-2-usaa-rbc-prevail/

96% member retention. The highest net promoter scores in home insurance, auto insurance and banking over the last decade. 64% of members reporting that they’re “very satisfied” with the services received. These figures far exceed those of most insurers. What does USAA do differently to achieve this stellar track record? USAA’s chief strategy officer reveals…