Testimonials

“In Profit by Design, Mark Hocknell makes a compelling case for putting the customer at the forefront of your strategies, and lays out a practical method for understanding, nurturing, and enhancing the two-way exchange of value with your customers.”

Evan Douglas

Professor of Entrepreneurship, Griffith University

“Mark provides a powerful framework to truly understand your customers, allowing you to design an experience which delivers immense value to them while returning a well-deserved profit to your business.”

Adam Franklin

CEO Bluewire Media, Best-selling author of Web Marketing That Works

“Mark is a great leader in customer centricity designing win-win scenarios where customers have wonderful experiences and business owners grow profitable businesses”

Jon Hollenberg

Founder 5x5Marketing, and author of Love at First Site

“If customers are not at the centre of how we design our business – the products and services, the structures and processes, and the culture - then sooner or later we’ll find it on a downward spiral. But Mark’s approach for how to put customers at the centre of our businesses creates a virtuous cycle fed by the goodness of our relationships with our customers. First, we make things better for our customers. Then, they make things better for our business through their loyalty and advocacy. And then we can continue to make more things better for more customers. Profit by Design should be the canvas on which any new or evolving business strategy is designed.”

Stacey Barr

Performance Measure & KPI Specialist, Author of “Prove It!”, and “Practical Performance Measurement”

“Mark is one of the original ‘customer-focussed’ professionals who has worked across many brands, organisations and teams to orient their focus, work and delivery around value creation for customers which in turn ALWAYS delivers value for organisations! Mark has shared some great ideas and approaches in this new book to update and adapt the tried and tested principles of customer value and centricity into a new era for business performance.”

Tracey McFarland

Chief Experience Officer, Goodstart Early Learning

“Many organisations have expressed their intent to be customer centric, but have struggled to bring this to life within traditional organisational approaches. Other than the few exceptions, consumers generally remain underwhelmed with the value they are provided and as a result are disloyal to brands. In response to this mismatch of intent and impact, Profit by Design maps a pragmatic, step by step approach to providing value to customers that in turn drives profit for the organisation. Easier said than done in today’s complex operating environments.”

Steve Waters

Executive General Manager - Sales & Marketing, Endeavour Foundation

“Profit by Design outlines Mark’s wealth of experience in helping businesses achieve their customer-centric agenda, taking you on that journey using his practical and pragmatic approach to growing customer value that lasts. It’s worth the read!”

Michael Berndt

Chief Customer Experience Officer, eHealth Queensland

“Profit by Design will prove to be a great addition to your sales and marketing toolkit. Mark shares his lessons learned over the past 20 years, explaining why you need a customer strategy in your business as well as how to design, implement and measure it for success. B2B, B2C or even non-profit organisations will all benefit from Mark’s wisdom.”

Mark Brand

Director Turing Point Partners; Director APAC RavenHouse Asia Pacific

“This book made me fall in love with customers all over again! Mark helps us see the focus of business where it should be all along: the customer. Designing business from there ensures not only enduring profit, but enduring value for both the business owner and the people they serve. It’s the people stuff that makes the business stuff work best!”

Zoë Routh

People Stuff Expert, author of Composure, Moments, and Loyalty

Mark has an aptitude for understanding and expertly guiding clients on their journey towards customer centricity. He paid close attention to our internal and external drivers and our existing culture and coached and mentored my team to “learn how to fish” rather that telling us what to do. I am now reaping the rewards by having a team behind me that now have the capability and understanding to deliver on our organisation’s customer-driven blueprint. His non-threatening, warm and open approach to client engagement was a large success factor in this and I would definitely engage Mark again in the future. 

Michael Berndt

GM Customer Strategy at Ergon

Mark is a great operator, particularly supporting organisations becoming customer-centric. To bring a real customer focus to life across an organisation includes fitting a framework and culture together, with goals and performance measurement linked back to the vision. This is challenging work. From experience, having Mark guide and look over our shoulder during this process makes a big difference to the end result. 

Steve Waters

Head of Customer Experience at Sunsuper

Mark is a very talented and astute individual who has designed and taught courses in Personal Selling and Sales Management for us. He is an excellent communicator, a fine colleague, and was very well received by both undergraduate and MBA students. I recommend him highly. 

Evan Douglas

Professor of Entrepreneurship at Griffith University

I have had the good fortune of learning from Mark as one of my MBA lecturers, engaging Mark as a consultant, and working with him as a colleague. Mark has a true passion for what he does and extensive knowledge of performance and customer management. He always acts in the best interest of clients and is a much trusted adviser and mentor because of the results he achieves. 

Kelly Hurtz

Corporate Communications and Change Professional

We've worked with Mark during a recruitment process for an important role within our business. Mark's help was instrumental in defining the role, interviewing process and making the decision to hire the right person for the job. I have learned a lot about sales and salespeople in an hour with Mark during the engagement.

Mihajlo Naumovic

COO of DEJAN Marketing