Promoting Customer Success with Darci Darnell & Maureen Burns

What's Next! with Tiffani Bova

Welcome to the What's Next! podcast with Tiffani Bova.

With an entertaining and inspiring mix of both personal stories and qualitative business data, our guests Darci Darnell and Maureen Burns show why all businesses should make enriching the lives of customers their primary purpose. Their book “Winning on Purpose: The Unbeatable Strategy of Loving Customers” highlights the Net Promoter 3.0 System (NPS) – which is a metric for predicting company growth and customer lifetime value – and emphasizes how the age-old Golden Rule is what ultimately lies at the heart of customer success.

Darci Darnell is the head of Bain’s global Sales & Marketing practice and a leader of Bain’s gender parity initiatives and sits on their Global Women's Leadership Council. She holds an MBA from The Tuck School at Dartmouth College, as well as a B.S. in Business Administration, with honors, from Washington University in St. Louis.

Maureen Burns is a leader in Bain’s Sales & Marketing practice and works extensively with clients on topics relating to marketing excellence, the Net Promoter System, customer journey redesign, and digital transformations. Maureen earned an MBA from Harvard Business School and a bachelor's degree, with honors, from Georgetown University’s School of Foreign Service.

THIS EPISODE IS PERFECT FOR… people who want to understand how to improve their business models via enriching customer experiences and sustainable growth practices.

TODAY’S MAIN MESSAGE… The primary purpose of a business should be to enrich the lives of its customers. If you can take care of your customer base, they will take care of you by providing repeat business, bringing their friends, and generating overall larger profit shares. The NPS can be used as a tool for orienting your company on the right path to align your product design with the needs of your customer base.

WHAT I LOVE MOST… Both Darci and Maureen place humanity at the center of their business models, which ultimately allows them to be even more remarkable no matter what business venture they are exploring.

Running time: 30:02

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Darci & Maureen’s Book:

Winning on Purpose