USAA’s Disregard For Members’ Concerns Is A Mark Of Failed Leadership

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by Scott Sturman at

The United Services Automobile Association’s (USAA) extreme emphasis on diversity, equity, and inclusion (DEI), corporate social responsibility (CSR), and environment, social, and government metrics (ESG) is a grave concern to many of its members.  The company’s departure from its fiduciary responsibilities and foray into the realm of politics contributed to the first non profitable year in its 100 year history.  Correspondence sent from USAA members, expressing dismay on the current state of affairs, to USAA CEO Wayne Peacock and the Board of Directors has been met with a lack of response or cursory excuses.

Effective leadership requires open communication and consideration of the needs of those under one’s charge. As General Colin Powell noted, “Leadership is solving problems.  The day soldiers stop bringing you problems is the day you stop leading them. They have either lost confidence that you can help or concluded you do not care. Either case is a failure of leadership.”  USAA’s departure from this fundamental element of leadership is a sign that the company has drifted away from its four core values—service, honesty, service, and integrity. 

An open letter to the USAA Board of Directors written two weeks ago detailed a number of serious concerns about the company and its uncertain future under its current leadership.  Robust commentary in response to the letter elicited a plethora of far-ranging concerns and evidence supporting the author’s claims…

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