Deb Eastman: NP Panel - Lessons from the Real World

We wrapped up Day one with a panel discussion moderated by Richard Owen with executive participation from Charles Schwab, GE Real Estate, and Mellon Investor Services. In their opening comments, each of the panelists shared a summary of where they are today regarding NPS. 

Troy Stevenson of Charles Schwab shared important insight from “Chuck." In a recent meeting, Chuck indicated that focusing on the customer was a guiding principle for how they built the business and lack of focus in the organization caused it to lose their way: an important lesson for all of us as the business grows and your attention moves from customer-centric to financial-centric metrics.