Video
Quantify Loyalty, Then Cultivate It
Vanguard founder Jack Bogle used to rely on customer letters to gauge sentiment.
Vanguard founder Jack Bogle used to rely on customer letters to gauge sentiment, calling his system “Bogle’s barometer.” Now the investment management company uses the Net Promoter Score® to help it engage promoters and fix problems that irk detractors, says CEO Bill McNabb.
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