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Fidelity Investments loses Kathleen Murphy who largely caught up Fido to Schwab (near $4T) on the retail side by reversing net promoter scores

The 'no whining allowed' leader of the Boston giant's retail business, who oversaw $2 trillion in net new assets, was ready to exit but hung in through a year dominated by COVID-19 challenges

Author Oisin Breen January 23, 2021 at 2:02 AM
4 Comments
no description available
Kathleen Murphy: 'I’d always had 57 penciled in, in terms of taking stock … I’m so over New England Winters, too.'

Women of Wealth Management

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People Moves


Bernard Rosauer

Bernard Rosauer

January 24, 2021 — 5:00 AM
NPS is a 0-10 scale. NPS of 8 makes sense. NPS of 63 does not.
brooke southall

brooke southall

January 24, 2021 — 6:19 PM
Bernard, You are right. But, we checked. And apparently it was a 1-100 system they had at the time. Thanks, Brooke
Bernard Rosauer

Bernard Rosauer

January 24, 2021 — 7:55 PM
Wow. Improving from an 8 to 63 on a 100 point scale is pretty incredible. Still lots of work to do, and I'm sure they would agree, but that's quite an accomplishment.
David C

David C

January 25, 2021 — 9:54 PM
0-10 is at the individual response level. To get a measure for a company, take the % of "promoters" minus the % of "detractors" and that gives a score between -100 and +100.

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April 2, 2024 at 1:28 AM

Joanna Rotenberg is departing Fidelity Investments after only two years, writing that she traveled 20,000 miles and successfully split her retail division into wealth and brokerage units

At her hire, analysts were adamant the head of Fidelity retail had 'big shoes to fill' to replace legendary Kathleen Murphy and her task of 'digitiizing' retail was no small ask

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