Today on the Account Experience Podcast (the intersection of b2b Account Management and Customer Experience) host Adam Dorrell talks with Maureen Burns, Senior Partner in Bain & Company's Boston office. She is a leader in Bain's Customer Strategy and Marketing Practice, advising clients on a range of issues including corporate strategy, customer experience transformation, especially with digital channels. And of course, implementing the Net Promoter System - in both b2c and b2c contexts.  Most interesting to listeners of this Podcast, she is a co-author of our book of the year, “Winning in purpose” together with Fred Reichheld.  She talks about how the book came about - how she was initially skeptical about “customer love”. Find out how she becomes a convert. She gives her view on Earned Growth, and how it may (or may not) become an accounting standard. The difference in b2b vs b2c Net Promoter programs. And talks about how in the race to provide digital experience, companies can find themselves in a Crisis of Disconnection. The solution? Love.  Not only is Maureen a leader in the Net Promoter movement, but she is also entertaining to listen to - in fact, we need to get her back when we do our deep dive into Winning on Purpose!