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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

Loyal customers spend more, stay longer and tell their friends about their experiences. In the Net Promoter System Podcast, Bain & Company's Rob Markey talks to business leaders who are using the management system to create experiences that keep customers coming back.

Jun 27, 2019

When Vanguard, the customer loyalty leader in its industry, decided it needed to do more to keep pace with rapidly changing client expectations, that meant more than just investing money in client experience or in digital or mobile technologies. It meant shifting to new ways of working that would give Vanguard the flexibility and speed necessary to respond continuously to changes in customer needs. In this episode, Amy Cribbs, who leads Customer Experience for the mutual fund giant, explains how Vanguard began using an Agile, cross-functional approach that made client experience everyone’s ongoing responsibility.