Helping Sells Radio

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/164