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Customer Confidential: Untold Stories of Earned Growth
Ep. 4: Seeking the right answers at Vanguard
Released: Feb 21, 2014
Martha King discusses the firm's Net Promoter System journey (6:08), including recent pilots that aim to collect better touchpoint feedback (18:55). She also offers advice to others who are considering adopting the system (47:02).
Ep. 4: Seeking the right answers at Vanguard: Martha King, head of Vanguard's US Financial Intermediaries Division, discusses loyalty.