When discussing critical environmental, social, and corporate governance (ESG) and diversity, equity, and inclusion (DEI) topics, customers often are the harshest critics—and Net Promoter Score is one of the few metrics that enables companies to successfully measure if they’re meeting consumer demands. Prioritizing a fair, equitable, and green approach gives organizations the opportunity to both enrich customer engagement and uplift employee experiences. In this video, Maureen Burns, a Bain partner and coauthor of Winning on Purpose, unpacks how putting the customer first is intertwined with companies’ ESG and DEI efforts.
Winning on Purpose: The Unbeatable Strategy of Loving Customers
This new book by Fred Reichheld, Darci Darnell, and Maureen Burns demonstrates that great leaders embrace a higher purpose to win, and Net Promoter® shines as their guiding star.