Video
Turning Feedback into Action
Client manager Megan Williams says client feedback has prompted Vanguard to change the design of its statements and add video conferencing.
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.
September 10, 2012