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Susan E.
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Mar 15, 2010
Great stuff, Charlene. I worked at Schwab for 10 years (left quite some time ago) and it actually doesn't surprise me that they are doing this. There has always been a discipline at Schwab to listen to customers; the challenge was how to do it effectively at scale. This is particularly important for companies like Schwab that have such an entrenched internal culture; it makes hearing what customers and former employees have to say even more critical because the scale eliminates any personal biases and enables trends to emerge. NPS seems like a great place to start.
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