319 Darci Darnell NPS implemented correctly reveals how a company lives up to its purpose of loving customers

Darci Darnell is the head of Bain’s global sales & marketing practice and an active leader in Financial Services and Strategy practices with nearly two decades of management consulting experience. She also has particular expertise in customer retention strategy, NPS®, and employee engagement. Darnell is out with a new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers, with co-authors Fred Reichheld and Maureen Burns. We talked about the original intent of net promoter system. As Darci described in the book, "NPS implemented correctly reveals how consistently a company lives up to its purpose of loving customers." Loving customers? Not all execs will accept this easily, even though the empirical evidence is overwhelming that loyalty leading companies out-perform the market by numerous multiples. Darci's advice to me, "Be brave." There's a life lesson. More about Darci: * The book: https://www.amazon.com/Winning-Purpose-Unbeatable-Strategy-Customers/dp/1647821789/ref=sr_1_3?keywords=winning+on+purpose&qid;=1638816110&sr;=8-3 * The Harvard Business Review article: Net Promoter 3.0 - https://hbr.org/2021/11/net-promoter-3-0 * About Darci: https://www.bain.com/our-team/darci-darnell/ More about ServiceRocket: * Visit ServiceRocket.com: https://www.servicerocket.com/ * On Linkedin: https://www.linkedin.com/company/servicerocket/ * On Twitter: https://twitter.com/servicerocket * On Facebook: https://www.facebook.com/ServiceRocket/ * On Instagram: https://www.instagram.com/servicerocket/

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