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Definitive Guide to the Customer Centric

Mark Hocknell | Customer Value. Business Results Logo

Mark’s Story

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Mark Hocknell

Mark Hocknell
Author | Speaker | Consultant

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Challenger. Pragmatic. Results Focused.

Mark is the author of Profit by Design: How to build a customer portfolio full of profitable promoters.

Mark collaborates with leaders of organisations (of all sizes) to improve performance. And there are two principle ways to improve, how you define, performance.

Firstly, taking a Customer Centric approach to Business builds greater engagement with the right customers and employees, creates greater levels of profitability. Taking this approach builds greater resilience in the business to market changes, through developing customer strategies and tactics for engagement - to attract and retain your profitable promoters. Secondly, we need to provide leaders and teams with the tools and skills to focus on improvement. Some people call these groups, high-performing, but let's be specific about what they are: focused on improving performance, learning and to do this they need the right set of tools. I use Stacey Barr's approach to this, PuMP® the performance measurement process, to up skill the teams in the organisation. The leaders are also equipped with the techniques of evidence-based leadership.

With a three-decade background that covers senior management, academia and consulting, Mark brings an insightful and pragmatic approach to organisations wanting to improve, to cast-off the industrial age ideas that no longer work, and adopt practices that are relevant for our current age and economy.

Mark's story starts as a young lad working with customers in his parent's shops. This must have been where the genesis of the insight that your revenue (and profit) comes from the people that give you money, your customers. He then had a 14 year career with Suncorp, starting in sales and then into management. Firstly, branch and area management, the product distribution, call centre management and then Mark developed and led the organisational wide customer strategy. This manifested into a three year change and technology program that resulted in Suncorp having the highest cross-sell rate of any financial services group in Australia.

Business Results
It's all about building organisations that are relevant for our customers.
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Mark has always been grateful to Suncorp for the professional development, support and challenges. He completed an MBA while at Suncorp and was then asked by QUT to develop two courses for the MBA program, Sales Management and, Customer Relationship Management.

Mark designed these courses and then delivered them for eight years (part time with the Graduate School of Business) in the evenings while embarking on another stage of his career in management consulting during the day.

Today Mark is a pragmatic consultant, author and speaker who applies a natural business talent together with a broad set of methodologies and deep experience to bring about results and demonstrable change within the organisations he works with. He has worked with almost one hundred different organisations and has delivered more than 200 client engagements. His experience and MBA are backed up with qualifications in PuMP®, Prosci Change Management and the Net Promoter Score®.

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Values and Principles
Values (we hold dear)
Integrity

We will do what we say.
We will be truthful and forthright.

Value

Our focus is to deliver demonstrable value and observable change for you, each and every step of the way.

Respect

For all individuals, their ideas and opinions. To respectfully challenge ideas and thinking to produce new insights and learning.

Trust

We will deal honestly with all
We will seek to earn Trust and value our role as a trusted coach, mentor and advisor.

Principles (we work by)
Insight

We leverage from our experience across multiple organisations and situations to achieve value and avoid the traps and snares on the journey.

Partnership

We share your goals and results
We work with you to achieve your goals

Learning

The journey is truly iterative - we share past lessons and shape the journey with you.

Sharing

We like to see ourselves as ‘zealots' for better organisational performance - therefore, we will share - our passion, knowledge, methods and techniques with you to build capability and skill within your organisation.

Mark is a member of the B1G1 group and supports the UN Sustainable Development Goals

Mark has worked with
DeakinPrime
NTI
Qld Rail
Relationships Australia Qld
Sydney Water
Spectronics P/L
Synergy
Toowoomba Regional Council
Wyndham City
Gold Coast Tourism
Mark has been my closest colleague and client for the past eight years, particularly in our shared passion for organisational performance measurement and helping our clients create high-performance organisations. Mark's customer-centric approach is authentic and leading-edge and I've only ever heard his clients speak about him with praise. Some even say he's become part of their 'family'. I trust Mark to deliver my programs (he is the most experience consultant I have licensed to use the PuMP methodology) more than anyone else on the planet.His style is unique for someone of his experience and knowledge: humble, encouraging, engaging and results-focused.
Stacey Barr
Stacey Barr
The Performance Measure Specialist, Author
Have a question or wish to engage Mark?
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