Have you ever heard the saying, you need to walk in someone else’s shoes to truly see what they are dealing with? Well, that statement rings true in all situations but especially within call center operations where satisfied customers are the key to success.

A recent blog post written by Jeanne Bliss and featured on the Knowlagent Productivity Plus website delves deep into the steps the USAA took to ensure that all of their customers walked away happy and what needs to be done in order to reach 98 percent customer renewals each year.

To serve customers correctly, agents within the USAA need to understand what it’s like to actually be involved in the military. So, the company ensures that its newly hired employees truly feel as if they are preparing to go to war through wearing a military helmet and holding the mandatory backpack on their backs. In addition, the USAA requires new employees to enjoy MREs (meals ready to eat) during the orientation process to get a better understanding of what it truly is like to be in the military, as well as read letters from soldiers and their families about their experiences.

Always at the forefront of new technologies including being one of the first companies to power iPhone (News - Alert) deposits, allowing insurance customers to submit a claim via their phones right when an accident takes place and devising text messages to inform users about their account balances, the USAA works hard to make life easier for its customers. However, in order accomplish this, company officials must first get a firsthand look into the daily obstacles facing users.

According to Elizabeth D. Conklyn, executive vice president of People Services, “We want to cover the light moments, the heart-wrenching moments, what it’s like to be bored in the field. By walking in the shoes of its customers, USAA breaks down the barrier that often exists between companies and customers. As a result, USAA customers love and reward them with growth and validation. “

Although a truly innovative approach, does this actually work? The results are extremely encouraging, as at this time the company boasts a client retention rate of 97.8 percent.

Customers want to be able to rely on a company that truly understands their needs. Some important points to remember that will allow companies to better connect with customers include: leaders seamlessly integrating who they are as people with how they lead their team; making sure that businesses contain both purpose and passion; always being sure to remain “real” in any circumstance; and ensuring that values remain consistent across all divisions of an organization and customers.

In conclusion the blog revealed, “These attitudes and actions embody what is behind beloved and prosperous companies. The action of empathy, walking a mile in the shoes of your customers, allows you to connect, establish rapport and create a trusting relationship. Once the customer realizes that you are on their side, they are more willing to work with you to fix the problem, or will allow you the time to resolve the issue. And they will stay with you and tell their friends about you. They will grow your business.”