An industry thought leader, co-author Fred Reichheld has pioneered work in the area of customer, employee and investor retention. He has quantified the linkage between value, loyalty and profits by developing the widely adopted Net Promotor System (NPS) which measures an organization’s success in these areas.
Co-author Darci Darnell is a Bain Partner & Head of Global and Americas Customer practice at their Chicago offices. As a topic expert on customer loyalty, Ms. Darnell is responsible for Bain’s solutions within customer strategy, loyalty, commercial excellence, and frequently engages on talks and writes publications on the topic.
The book Winning on Purpose demonstrates that the primary purpose of a business should be to enrich the lives of its customers. When customers feel this appreciation, they come back for more and bring their friends— generating higher returns across a wide array of industries. This is NPS 3.0 and puts the “Golden Rule” – treat customers the way you would want a loved one treated – at the heart of enduring business success.
Join us to hear from loyalty guru Fred Reichheld & Thought Leader Darci Darnell on how you can inspire customer love within your own teams to achieve both personal and business success – by utilizing NPS to its fullest.
About the Speakers
Fred Reichheld is a Bain Fellow and the creator of the Net Promoter® system of management. Fred is a frequent speaker at major business forums and his work on loyalty has been widely covered in The Wall Street Journal, New York Times, Financial Times, Fortune, Business Week and The Economist. He is the author of eight Harvard Business Review articles on the subject of loyalty and he is also a LinkedIn Influencer, a member of a group of corporate leaders and public figures who are thought leaders in their respective fields. Consulting Magazine chose Fred as one of the “25 Most Influential Consultants” in its 2003 annual survey. According to The New York Times, “[He] put loyalty economics on the map.”
Darci Darnell is a Bain Partner & Global Head of the Customer Sales & Marketing Practice. Darci is a global customer strategy, marketing and sales leader with more than 25 years’ experience in advisory and professional services industry operating roles. Currently, she leads Bain’s global Customer Practice – which integrates the full toolkit for CEOs to accelerate organic growth. In addition, as a senior partner and client head in the Financial Services practice, has worked closely with CEOs and their leadership team to transform their brand, business model, value propositions and customer experiences and earn customers’ loyalty.