The Enhancing Government Outcomes & Performance Measurement Criterion conference, was held in Canberra in the beginning of 2020. This presentation explored the various performance measurement methodologies and defined the method that develops meaningful KPIs. Introduction I think we all know that we’re not really good at KPIs. Our KPIs are often meaningless when it comes […]
READ MOREProfit by Design Book Launch
Profit by Design: How to build a customer portfolio full of profitable promoters was launched in Brisbane City on Tuesday 4th February 5:30pm at Fishburners. An awesome crowd turned out for the Profit by Design book launch, along with a few snacks and refreshments, the book was ‘officially’ launched. Profit by Design […]
READ MOREProfit is not a dirty word
We need to talk about profit. Profit is a good thing for business, for non-profits, for government. We need a business design for profit. Without profit no one has a job. Without profit we are in deficit, with no positive cash flow, where everything then just gets worse. Profit is a good thing, it drives […]
READ MOREProfit by Design – the Key Principles.
Profit by design takes a unique perspective on how organisations can deliberately shape the value of their customer portfolio by focusing on the customers that add the most value. Typically, this value is measured by customer lifetime value and customer advocacy. Depending upon the context of the organisation there can be other factors. […]
READ MORENet Promoter Score, NPS is more than just the number.
Seems too many leaders and managers are using the NPS number (Net Promoter Score) as a target. As soon as you add a target to a measure, you will get unintended behavioural consequences that game the measure. That is not the goal or purpose of any measure. Especially true perhaps of NPS. Let’s examine how […]
READ MOREThe problem with counts and the job of performance measures
People often like to show me their organisation’s performance reports, with lists of measures,data points, pie charts and actions. And then ask me what I think. Call it an occupation hazard. Often the reports will have groupings around the departments, teams, or functions and it’s a way of tracking what the groups of people are […]
READ MOREThe Changing Role of Marketing and the CMO
The role of marketing and the Chief Marketing Officer (CMO) have to change in this age of the customer. And this is not just a shift to adding customer experience into the CMO’s remit. It requires a completely new look at the role and how these roles can contribute to the broader leadership team of […]
READ MOREThe right sales techniques for today
Sales techniques that used to work decades ago no longer relevant. Today, our customers are resistant to these old sales techniques. We must treat our customers with respect and articulate value clearly. I was recently asked this question by a business owner and entrepreneur: “Is there not a balance with some products and services still, […]
READ MOREIs Sales Dead?
Is sales dead? Sales is dead – particularly if we see sales as selling to buyers. We need to update our engagement practice with how customers buy today. Most popular job in Australia is, Sales Assistant In the LinkedIn Daily of 29th August, from an article in The Australian, Bernard Salt reported that the most popular job […]
READ MORECustomer Centric Coffee
Most organisations struggle with streamlining their processes particularly in line with delivering a great customer experience. We need to take a customer centric approach to our design. The typical trap is building bureaucracy and risk mitigation into the processes and making people jump through all sorts of procedural hoops to make sure the business is […]
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