Despite the pressing challenge of digital native insurgents, incumbent companies have struggled to shift to a customer-centric strategy, fearing shrinking shareholder returns and being weighed down by operational hurdles. However, Maureen Burns, a Bain Partner and coauthor of the new book Winning on Purpose: The Unbeatable Strategy of Loving Customers, says there is no tradeoff between doing well for shareholders while still delivering for customers.
The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders
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43
minutes
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1 year ago
Ep. 190: Maureen Burns | In Business, Good Guys and Gals Really Do Finish First
Just like the nimble insurgents disrupting their markets, incumbents can deliver outsized shareholder returns by treating customers right—and investing in the systems and tools to earn and meSimilar podcasts
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