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Net Promoter Score

18 September 2022 Newsletter “Be humble enough to accept the process.” Rafael Nadal Hope you’re Thriving! I love that quote from Rafael Nadal above – it’s so simple yet contains such wisdom. When you accept the process, you stop bargaining with it. You stop arguing about how the world should work and align yourself with how it actually works. I remember a year or two ago, a client had an ah-ha moment where she said, “oh, the answer is just to follow the recipe Read More...

Evolution Partners Newsletter

How to deal with an Executive that is underperforming, Good Fit Bad Fit & They’re burying their heads in the sand

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18 September 2022 Newsletter “Be humble enough to accept the process.” Rafael Nadal Hope you’re Thriving! I love that quote from Rafael Nadal above – it’s so simple yet contains such wisdom. When you accept the process, you stop bargaining with it. You stop arguing about how the world should work and align yourself with how it actually works. I remember a year or two ago, a client had an ah-ha moment where she said, “oh, the answer is just to follow the recipe Read More...

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At global consulting firm Bain & Co., loyalty practice founder Fred Reicheld and his team found a company in almost every sector that was growing top line revenue at 2.5 times faster than its competitors. So they set out to identify what these companies did differently. At the ‘good’ companies, the executive team spent zero time discussing what it was hearing from customers at it’s weekly meeting. The only time a customers name came up was if there was a crisis. In Read More...

questions

Gazelles 4Q conversations

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At global consulting firm Bain & Co., loyalty practice founder Fred Reicheld and his team found a company in almost every sector that was growing top line revenue at 2.5 times faster than its competitors. So they set out to identify what these companies did differently. At the ‘good’ companies, the executive team spent zero time discussing what it was hearing from customers at it’s weekly meeting. The only time a customers name came up was if there was a crisis. In Read More...

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          Today marks the end of the TPG takeover of iiNet with shareholders being paid $9.55 per share as part of the $1.4B acquisition. TPG Executive Chairman David Teoh has said it is their intention to retain the iiNet brand, and that TPG have a lot to learn from iiNet, yet there is no doubt that it is his intent to remove what he views as frivolous spending in a Country Club Culture at iiNet. What we are about to witness is a colossal collision of cultures, where Read More...

train crash

iiNet ‘country club’ culture begins the death of 1000 cuts

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          Today marks the end of the TPG takeover of iiNet with shareholders being paid $9.55 per share as part of the $1.4B acquisition. TPG Executive Chairman David Teoh has said it is their intention to retain the iiNet brand, and that TPG have a lot to learn from iiNet, yet there is no doubt that it is his intent to remove what he views as frivolous spending in a Country Club Culture at iiNet. What we are about to witness is a colossal collision of cultures, where Read More...

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Do you have a theme for the second half of 2015? Gene Browne and his team continue to brilliantly use quarterly themes to align everyone around addressing a key constraint to scaling up City Bin, their Galway, Ireland-based waste collection firm. Their last theme titled “The Price is Right” drove them to focus on pricing strategies which resulted in an increase in their monthly Average Revenue Per User (ARPU) by 7%. “We’re very happy considering the price sensitivity Read More...

Quarterly-Theme-2015

Quarterly theme example – City Bin Co

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Do you have a theme for the second half of 2015? Gene Browne and his team continue to brilliantly use quarterly themes to align everyone around addressing a key constraint to scaling up City Bin, their Galway, Ireland-based waste collection firm. Their last theme titled “The Price is Right” drove them to focus on pricing strategies which resulted in an increase in their monthly Average Revenue Per User (ARPU) by 7%. “We’re very happy considering the price sensitivity Read More...

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If one is to take a look at Australia Post on face value it would seem as though it has made a successful transition from Government postal service to a modern , thriving logistics company riding the e-commerce delivery wave, however the recent announcement of a predicted $500m loss and 1,900 job cuts in the midst of an industry boom begs the question why? Australia Post is the longest running Australian government department with origins dating back to 1809 and today with over $6.3 Billion Read More...

Australia Post volumes

How is Australia Post in a growth market and losing money?

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If one is to take a look at Australia Post on face value it would seem as though it has made a successful transition from Government postal service to a modern , thriving logistics company riding the e-commerce delivery wave, however the recent announcement of a predicted $500m loss and 1,900 job cuts in the midst of an industry boom begs the question why? Australia Post is the longest running Australian government department with origins dating back to 1809 and today with over $6.3 Billion Read More...

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August 2014 Evolution Partners Newsletter   “There are no big problems, there are just a lot of little problems” Henry Ford   A word from Brad Last weekend was spent running a 2 day workshop for an EO Forum in Melbourne. Great group, several who had used the Rockefeller Habits and Gazelles One Page Strategic Plan before, but needed to spend time performing strategic thinking and execution planning. We reinforced the notion that change is a process, and not an event. I was Read More...

Evolution Partners Newsletter

Myers Briggs, Ariba, Dave Power, Rackspace NPS, 1Password

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August 2014 Evolution Partners Newsletter   “There are no big problems, there are just a lot of little problems” Henry Ford   A word from Brad Last weekend was spent running a 2 day workshop for an EO Forum in Melbourne. Great group, several who had used the Rockefeller Habits and Gazelles One Page Strategic Plan before, but needed to spend time performing strategic thinking and execution planning. We reinforced the notion that change is a process, and not an event. I was Read More...

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July 2014 Evolution Partners Newsletter “There is a difference between leadership and management. Leadership is of the spirit, compounded of personality and vision; its practice is an art. Management is of the mind, a matter of accurate calculation – its practice is a science. Managers are necessary; leaders are essential.” Field Marshall Lord Slim, when Governor-General of Australia    A word from Brad I spent a few days in Sydney running an Outthinker workshop Read More...

Evolution Partners Newsletter

NPS tool; Sales team optimisation; Atlassian; Five Dysfunctions

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July 2014 Evolution Partners Newsletter “There is a difference between leadership and management. Leadership is of the spirit, compounded of personality and vision; its practice is an art. Management is of the mind, a matter of accurate calculation – its practice is a science. Managers are necessary; leaders are essential.” Field Marshall Lord Slim, when Governor-General of Australia    A word from Brad I spent a few days in Sydney running an Outthinker workshop Read More...

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Fred Reichheld is the founder of the Net Promoter Score (NPS). This is a simple, statistically repeatable measure of a companies customer loyalty. A simple question, with a set of follow up questions can help a business put the customer first and ensure customers come back and bring their friends. In this video Fred talks about the NPS system and how to develop a customer driven business which increases growth and profitability. Also Rob Markey discusses the difference between the Net Read More...

How to build a NPS survey

Fred Reichheld is the founder of the Net Promoter Score (NPS). This is a simple, statistically repeatable measure of a companies customer loyalty. A simple question, with a set of follow up questions can help a business put the customer first and ensure customers come back and bring their friends. In this video Fred talks about the NPS system and how to develop a customer driven business which increases growth and profitability. Also Rob Markey discusses the difference between the Net Read More...

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