Putting Customers First as an Employee Engagement Tool

Maureen Burns, Darci Darnell

Putting Customers First as an Employee Engagement Tool

Amid the Great Resignation, many companies are asking what they can do to make work more fulfilling for their employees. One surprising key to engaging employees is giving them the power to put customers first.

Giving employees the freedom to serve customers with empathy and...

Giving employees the freedom to serve customers with empathy and creativity results in happy clients. And fulfilled customers will make employees feel valued and empowered to continue excelling in their roles.

Join this conversation with Bain & Company’s partners Darci Darnell and Maureen Burns as they dive deeper into this uncommon, yet effective, employee retention strategy.

In this chat, we’ll talk about:

How to identify when employees feel valued and respected
The positive challenges a customer-first mindset generates in a team
The role leadership plays in empowering teams and preparing them for success

Meet The Speakers

Maureen Burns

Senior Partner in Bain’s Customer practice

Maureen Burns is a senior partner in Bain’s Customer practice. She is one of Bain’s foremost experts on the Net Promoter System and Customer Loyalty. Maureen has led some of Bain’s most notable digital transformations, helping her clients harness technology and data to earn Customer Loyalty. Maureen earned an MBA from Harvard Business School and graduated from Georgetown University’s School of Foreign Service. She is based in Boston.

Darci Darnell

Global Head of Bain’s Customer Practice

Darci Darnell is the global head of Bain’s Customer practice, responsible for the firm’s client solutions in customer strategy, loyalty, commercial excellence, pricing, and marketing. Darci has served in multiple global leadership roles and today sits on the firm’s top-elected governance committee. Darci earned an MBA from The Tuck School at Dartmouth College as well as a BS in accounting from Washington University in St. Louis. She is based in Chicago.