Video
Trailblazers: Vanguard
Vanguard employees share how they use the Net Promoter System® to build loyalty.
Customers all have certain points in their lives—the birth of a child, the passing of a spouse—when their interaction with their investment management company is particularly meaningful. Vanguard set out to systematically identify these “moments of truth” and ensure that its employees respond in a way that is not just right for the customer, but that almost seems magical.
Trailblazers: Vanguard
Vanguard executives and employees discuss their systematic effort to turn customer "moments of truth" into magical moments.
February 08, 2012