Video
Closed learning loops help companies make immediate changes based on clients’ comments, helping them reap the rewards of a Net Promoter System® faster. Client manager Megan Williams says client feedback has prompted Vanguard to change the design of its statements and add videoconferencing for clients that prefer face-to-face communication.
Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
Trailblazers: Vanguard
Vanguard executives and employees discuss their systematic effort to turn customer "moments of truth" into magical moments.