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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