Closing the customer feedback loop at Charles Schwab

In this 8-minute video, Schwab managers and client-facing financial consultants explain how Schwab is applying the disciplines of Net Promoter across all of its branch offices and call centers. They and Bain partner Rob Markey, leader of Bain's Customer Strategy & Marketing practice, describe how client feedback flows to the front line and how employees close the loop through follow-up calls. Employees use the insights they gain to elevate their personal performance, refine products and processes, and transform Schwab from a transaction-focused to relationship-focused company.

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