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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 project manager at Vanguard's Center for Excellence, interviews Mike Moore, the Principal of Vanguard's Center for Excellence. In their own words, here’s what they did, how they did it, and what impact it had.