Modern Selling, the world has changed but businesses have not kept up. Generally not anyway: customers have changed, what we know about customers has changed and yet most businesses are using sales techniques from the last century. Modern Selling. The World Has Changed: Have Businesses Kept Up? This was the title given to a lunchtime […]
READ MOREWhich KPI Approaches Work?
KPIs are used extensively in all types of organisations. There are many KPI approaches, but only one method to develop and use KPIs. Let’s investigate how KPIs developed, how they are used and the various KPI approaches. As we do this we will see the short comings of popular KPI approaches and discover the performance […]
READ MOREBIGJUMP 2016
Sales and customer engagement needs a new approach in this customer centric age. BigJump asked me to be the speaker at events across Brisbane. These events were aimed at startups, lean business and entrepreneurs to help them understand the new rules of this game, and an approach that increases profitability. During 2016 I […]
READ MORECMO Momentum
The CMO Momentum delivered heaps of insights for marketing teams on customer experience and the skills teams need now to remain relevant. Airbub, Suncorp and Nude by Nature shared case studies and examples about the new age of marketing and the growing need for the CMO to be customer centric. I was asked to […]
READ MOREThe Push Event March 2017
The Push is a huge entrepreneurial community in Brisbane. Their founder was looking for a speaker who could help the community with, sales and customer centricity, specifically how to profile the right customers. The event was specifically for the business owners and entrepreneurs who wanted help in defining their customers. Founded by Jack Ferguson, The Push hold […]
READ MOREPurposeful CX – How your customers define value – July 2017
Customer experience, or CX is a big focus for organisations today. One of the first steps to knowing how to design and deliver a great customer experience is to understand how your customers define value. When we know how they define value, then we can design experiences that deliver that value on purpose. Purposeful […]
READ MOREKPIs and Dashboards for CPA
Business leaders often struggle with making KPIs meaningful and also how to make sense of their dashboards. KPIs have to be linked to strategy, the results we want to achieve. Dashboards have to be user friendly, which essentially means answering three questions (1) what is performance doing, (2) why, (3) and what now? The […]
READ MORECX and Design Group
CX or customer experience is important for all organisations today. Improving the experience of our customers comes from knowing what they value. Then designing the optimal process and then measuring performance so we can learn how to improve, The Brisbane Customer Experience and Design Thinking Group is a Meetup group with more than 1,000 members. […]
READ MOREPersonal Selling and Leading Sales Teams – August 2017
The principles behind personal selling and leading sales teams today has changed dramatically is recent years. Most of the “sales wisdom” used today is derived from the last century. Customer have completely changed. Our practice of personal selling and how we lead sales teams need a serious upgrade. The Griffith University Business School teamed up […]
READ MORELGPro September 2017
Mark Hocknell is often asked to be a speaker at various events and conference. At the LGPro Conference Mark was asked to speak on the topic of making performance measures more meaningful in the customer context. Mark delivered a keynote presentation and participated in the Q&A session. Local Government Professionals group invited me to speak […]
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