Co-Author Darci Darnell is a Bain Partner & Global Head of the Customer Sales & Marketing 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.
Darnell emphasized the importance of giving employees the time and space to engage with customers, as those moments can generate true customer value. In addition, by leveraging data, the customers themselves can become the company’s own sales force, as they themselves know why they love the brand. With customer retention rates in check, where customers actively participate as brand advocates, sustainable growth models abound.
To hear all the insights, see the meeting recording on the top of the page.