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Give Customers a Story To Tell
Vanguard is reaching its goal by continuously improving service, building trust and giving clients “remarkable stories to tell," says Rob Markey.
Already a loyalty leader in mutual fund investing, Vanguard set out to achieve the highest Net Promoter® scores of any company. Vanguard is reaching its goal by continuously improving service, building trust and giving clients “remarkable stories to tell,” says Rob Markey.
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.
September 10, 2012