Video
Trailblazers Series: Charles Schwab
Charles Schwab turned its fortunes around by placing clients squarely in the center of everything they do, using a Net Promoter System® as its guide.
By always "doing the right thing," whether it’s helping an inexperienced client read a loan agreement or fixing a customer’s botched wire transfer, Schwab built a loyal clientele and stirred passion among its employees.
Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
Trailblazers Series
What is it like to lead a culture of loyalty? Executives who use the Net Promoter System discuss the cultural change, growth, and results they have observed at their companies.
October 19, 2012