How Vanguard Investments Created a Memorable Client Experience Using "Moments of Truth"

Will Sheehan

Creating a memorable client experience goes beyond simply listening to and acting on client feedback, according to Vanguard, a US-based investment management company. Earlier this year Vanguard began a journey to improve how it treated its customers by looking at a process that happened infrequently, but where improvements would make a big impact. That process was the transferring of assets from a deceased client to the heirs. In this interview and case study Will Sheehan, Black Belt and proj...
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