Podcasts about net promoter score

In this episode, I’m diving into one of the most overlooked growth strategies—reactivating your existing patients. But before we talk about campaigns and emails, we need to ask a more important question: Is your practice actually worth returning to? I’ll share a story about one of my long-term patients, Janet, and how her honest feedback changed how I think about recalls forever. I’ll also walk you through the tools I recommend—like the Net Promoter Score and exit surveys—to help you figure out what’s working, what’s not, and what your patients really value. Here’s what I cover: Why reactivation is an act of kindness, not just a marketing tactic What true retention means—and why it’s essential for a sustainable practice How to collect and interpret patient feedback without losing your identity The first steps to making your practice unforgettable Before we talk about how to bring people back, let’s make sure we’re giving them a great reason to return.See omnystudio.com/listener for privacy information.

Interview with Craig Foster, Founder & CEO of Ondo InsurTechRecording date: 15th May 2025Ondo InsurTech PLC is emerging as a leader in the insurtech sector with its proprietary water leak detection system, LeakBot. The company is addressing one of the home insurance industry's most significant challenges – water damage, which represents a $17 billion annual claims burden in the US alone with an average claim of $14,000.The LeakBot technology utilizes a patented temperature differential monitoring system that homeowners can easily install by clipping it to their main water pipe. The device measures the temperature of the incoming water pipe and compares it to the ambient temperature. When water isn't being used, these temperatures should equalize; a continuous differential indicates a leak. The system can detect leaks as small as 5 milliliters per minute without requiring professional installation.Insurance companies pay Ondo approximately $5 per month per customer for this service, which includes the hardware, software, and any plumber visits required to find and fix detected leaks. With water damage claims costing insurers about $220 per policy annually, the $60 yearly investment offers a compelling return on investment.The company has achieved significant market penetration with deployments in 151,000 homes and partnerships with 24 insurance companies globally. Ondo reported revenue of nearly £4 million for the fiscal year ending March, with annualized contracted recurring revenue approaching £6 million. Growth is particularly strong in the US market at 400% year-on-year.Ondo's financial trajectory shows a clear path to profitability, with expectations to reach EBITDA-positive trading by the end of the current fiscal year. The business model is designed for improving margins, starting with single-digit P&L margins in the first year but growing to 70-80% in subsequent years.With high customer satisfaction (80+ Net Promoter Score), strong insurance partner retention (100%), and an addressable market of 13-14 million potential customer homes through existing partners alone, Ondo InsurTech is well-positioned in the growing field of preventative insurance technology.Sign up for Crux Investor: https://cruxinvestor.com

In this powerful episode of the Jake & Gino podcast, we're joined by Rob Finlay—serial entrepreneur, founder of 30 Capital, and author of Beyond the Building and Hey Dad. Rob dives deep into commercial real estate debt strategy, the importance of tracking OKRs and KPIs, and the long-term thinking that separates real estate professionals from amateurs.But this conversation doesn't stop at business. Rob also opens up about parenting adult children, financial literacy, and the “green gas” phone call that inspired his latest book, Hey Dad, a must-read for any parent raising self-sufficient young adults in today's world.Whether you're a multifamily investor looking to improve your financial game or a parent preparing your kids for life, this episode delivers hard-earned insights from one of the best in the business.Get the books:Hey Dad: https://heydadbook.comConnect with Rob FinlayWebsite: https://robfinlay.comInstagram & more: @robfinlay   Chapters:00:00 - Introduction  04:54 - KPIs & OKRs Explained (with Chick-fil-A References)  14:47 - Smart Leverage & Exit Strategies  18:15 - How New Investors Should Think About Equity, Recycling Deals, and Exit Strategies  21:41 - Refinancing vs. 10-Year Lockups  29:24 - The 2021–2022 Bridge Debt Trap  32:49 - Hey Dad: The Gas Pump Phone Call That Started It All  39:46 - Real Parenting Talk: Teaching Independence Through Exposure  43:05 - Kids & Money: Raising Financially Literate Adults  49:34 - Gino Wraps it Up  We're here to help create multifamily entrepreneurs... Here's how: Brand New? Start Here: https://jakeandgino.mykajabi.com/free-wheelbarrowprofits Want To Get Into Multifamily Real Estate Or Scale Your Current Portfolio Faster? Apply to join our PREMIER MULTIFAMILY INVESTING COMMUNITY & MENTORSHIP PROGRAM. (*Note: Our community is not for beginner investors)

Key takeaways from today's episode include: -How to identify the right metrics that drive better lead generation and client conversions. -The value of internal and external Net Promoter Scores for client retention and operational insight. -Why small firms need to think like big ones - and build systems that scale. -How to future-proof your business with the right tech stack, workflows, and integrations. -What Amazon, Tom Brady, and Ferrari racing all have in common with elite advisory practices. From client segmentation to CRM integrations, this episode offers actionable insights for advisors looking to run smarter, more scalable businesses. Tune in to learn how data can be your competitive edge - and how to get started, no matter the size of your firm.

Why “How Likely Are You to Recommend?” Might Be the Wrong Question In this mini-episode of Feedback Matters, Jeff and Rich tackle one of CX measurement's most sacred cows: the Net Promoter Score question.

Health insurance has a Net Promoter Score of around 0-10 industry-wide, one of the lowest ratings of any industry. This is exactly why the founders of Oscar Health, with no background in healthcare and a distaste for the industry, started the company in 2012. Since then, Oscar has grown to 1.7 million members, gone public, and achieved profitability—all while receiving an NPS significantly higher than the industry average.In this episode, we talk with Mario Schlosser, co-founder and CTO of Oscar Health, about building a tech-first health insurance company in an industry notorious for poor customer experiences.We cover:

A preview of next week's exploration of the Net Promoter Score (NPS), the single-question metric that helps businesses predict growth through customer loyalty. We'll uncover who created it, why it's widely used, and how different companies implement this powerful tool.• Net Promoter Score revolves around one question about customers' likelihood to recommend• Various companies use different names for NPS (ESQI at Enterprise, LTR elsewhere)• The metric provides a quick snapshot of whether a business is heading toward growth• Next week's full episode will explain who created NPS and why it's become so important• Understanding NPS helps businesses gain valuable customer loyalty insightsCome back next Wednesday for our complete breakdown of the Net Promoter Score and discover why this simple metric has transformed how businesses measure customer satisfaction.Support the show► Subscribe to The Scott Townsend Show YouTube channel --- https://bit.ly/3iV8sOTThe Scott Townsend Show Merchandise https://teespring.com/stores/tsts-2Resources and Links--------------------------------------------My contact info:LinkedIn https://bit.ly/2ZZ4qweTwitter https://bit.ly/3enLDQaFacebook https://bit.ly/2Od4ItOInstagram https://bit.ly/2ClncWlSend me a text: 918-397-0327Executive Producer: Ben TownsendCreative Consultant: Matthew Blue TownsendShot with a 1080P Webcam with Microphone, https://amzn.to/32gfgAuSamson Technologies Q2U USB/XLR Dynamic Microphone Recording and Podcasting Pack https://amzn.to/3TIbACeVoice Actor: Britney McCulloughLogo by Angie Jordan https://blog.angiejordan.com/contact/Theme Song by Androzguitar https://www.fiverr.com/inbox/androzguitar

How the co-founder of a Latin American challenger bank plans to transform the future of finance. Join us for the latest episode of Invest in Progress, featuring David Vélez, co-founder and CEO of Nubank – the largest challenger outside China. Vélez shares with Lawrence Burns how he's revolutionising banking across Latin America and saving users tens of billions in the process.Episode Highlights:Breaking the Banking Monopoly: When five banks controlled Brazil's financial sector, making services expensive and inaccessible, Vélez spotted an opportunity to disrupt the status quo with simplified processes and reduced costs.Unlikely Disruptor: Despite having no retail banking experience, technology background, or Portuguese language skills, Vélez envisioned a technology-driven banking transformation focused on consumer needs and digital-first solutions.Economic Impact: Nubank has returned approximately $20 billion to customers – money that would have otherwise gone to traditional banks as fees – demonstrating their commitment to affordability and customer value.Scale and Reach: Now serving over 114 million customers across Brazil, Colombia, and Mexico, Nubank has grown into the largest challenger bank outside China by delivering a seamless digital banking experience.Customer Love: With one of the highest Net Promoter Scores worldwide, Nubank's customer-centric approach has built extraordinary brand loyalty rarely seen in financial services.AI-Powered Future: Vélez discusses how AI integration could evolve banking from merely "having a bank in your pocket" to enjoying a personalised experience akin to having a banker in your pocket too.Worldwide Ambitions: With a methodical approach to global expansion, Nubank aims to become the world's largest retail bank by addressing inefficiencies in banking models worldwide. Check the podcast description to ensure this content is suitable for you. Your capital is at risk. Presenter: Claire ShawExecutive Producer: Niamh KiddLine producer: Jessica RooneyBroadcast Technician: Samual O'HareEditors: Rhona Taylor-Craig, An Phan Hosted on Acast. See acast.com/privacy for more information.

Today's returning guest for an unprecedented fifth time is the founder of We Are Unchained, a strategic marketing consultancy that helps businesses grow faster by enhancing their market insight, strategy, activity, and talent.Over his 8 years experience in the estate agency industry, he has worked with Countrywide, Fine & Country, Keller Williams, and Knight Frank.He's also a mentor at Agents Together, Propertymark Trust Ambassador and Fractional CMO for Lemon and Lime Interiors.With over 30 years of marketing experience across multiple sectors, from startups to FTSE100, he has turned failing marketing teams around, and educated hundreds of people on the science and art of marketing.His mission is to make quality strategic marketing and practical advice accessible to every business, whether they need a virtual CMO, a one-to-one mentor, or a marketing trainer.In this episode, we discuss the third and final edition of the results from part one of the Voice of The Agent 2025, covering topics such as marketing, Net Promoter Score, lead sources and the portals. If you've not already read part one of the report, please do contact me for a copy of it and I will happily share it with you.You can also message me if you are interested in completing part two of the survey and sharing your voice to help shape the industry.Any insights shared will help define the future of the UK property market.

How Investing in the Right Technology Can Transform Customer Experience  Shep interviews Alexandre (Alex) Hadade, Co-founder & CEO of Birdie, an analytics platform that transforms customer feedback into actionable insights. He discusses becoming a customer-centric organization by leveraging AI to understand customer behavior and improve products and services.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies leverage artificial intelligence to improve customer experience?  What challenges do businesses face in becoming truly customer-centric?  How does AI compare to traditional surveys in measuring customer satisfaction?  How can customer feedback effectively enhance products and services?  What role does AI play in analyzing customer churn and retention?  Top Takeaways:    To meet customer needs, businesses must continuously adapt to new expectations and technologies. This means engaging with customers in modern, meaningful ways and committing to making improvements.     With the advancement of AI, customer experience teams can now manage and analyze large volumes of data more efficiently. This capability helps identify customer needs and resolve issues faster than ever before, making it easier for them to put processes in place to improve customer experience.    AI not only help with front-facing customer support but it can help identify reasons behind customer churn and dissatisfaction that might not appear in customer feedback. It can analyze behavior patterns and predict trends that help businesses preempt customer issues, and enhance customer satisfaction.     Despite the increase in CX spending from $7 billion to $12 billion in 2023, Net Promoter Scores are still declining across industries. Aligning customer experience technology investments with actual customer needs makes sure they lead to improved service and product satisfaction.     Customer satisfaction isn't just about resolving complaints; it's about preventing them. By understanding and improving both products and processes, companies can reduce churn and increase the likelihood of customers recommending the business to others.    The rapid changes in technology mean that businesses must continually adapt to meet evolving customer expectations. What worked a couple of years ago may no longer be enough. Keeping processes and customer interaction approaches up-to-date with modern technology is how businesses stay relevant and competitive.    Plus, Shep and Alexandre discuss what happens when companies invest in the wrong customer experience technology. Tune in!   Quote:   "When you connect the dots between what your customers say and their actual behavior, you uncover how to improve your products and services and make great business decisions."    About:    Alexandre Hadade is the Co-founder & CEO of Birdie. He has more than 25 years of experience in business, with a passion for helping businesses utilize technology to deliver excellent customer experiences.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Episode 244: What defines a differentiated customer experience? It starts with a clear framework for measuring intangible value and making calculated trade-offs. In this special tribute show, we revisit our 2016 conversation with Eric Almquist, a former partner at Bain & Company, on the Elements of Value. This framework transforms how businesses understand loyalty, brand equity, and growth. Inspired by Maslow's hierarchy of needs, Eric made value practical, categorizing 30 elements into functional, emotional, life-changing, and social impact levels. His research connected the dots between delivering on multiple elements and revenue growth. Learn how successful industry leaders deliberately layer value over time and how even in B2B, solutions that ease complexity can offer emotional benefits, such as hope. Eric was a pioneer in customer analytics and segmentation, his mantra being: What do customers truly value? His valuable insights continue to shape business thinking. Today we celebrate his legacy in customer experience and brand strategy. Guest: Eric Almquist, former partner, Strategy & Marketing practice, Bain & Company Host: Rob Markey, Partner, Bain & Company Give Us Feedback: We'd love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. Want to get in touch? Send a note to host Rob Markey: https://www.robmarkey.com/contact-rob Topics Covered: [00:01:00] Eric Almquist discusses the Elements of Value and why they were created to help managers better understand demand [00:02:00] Eric's contributions to customer analytics, segmentation, and experimental design [00:03:00] How the Elements of Value were first developed, inspired by questions about what customers truly value [00:04:00] The connection between the Elements of Value and Maslow's hierarchy of needs and why Maslow's model is hard to apply in business [00:05:00] The four levels of the Elements of Value: functional, emotional, life-changing, and social impact [00:06:00] The impact of delivering multiple elements of value on revenue growth and customer advocacy [00:07:00] The 2016 Harvard Business Review article and how the framework connects to Net Promoter Score℠ [00:08:00] Unexpected insights from the research, including how B2B solutions can provide emotional value, such as hope [00:09:00] The evolution of the framework, from 16 to 36 elements over time [00:10:00] How value can persist across generations, such as in heirlooms and wealth preservation [00:11:00] The role of brand strategy and the caution against over-promising value in marketing [00:12:00] Closing remarks from Rob Markey, reflecting on Eric Almquist's impact and legacy Time-stamped Notable Quotes: [00:01:00] "There's a fundamental asymmetry within management that it's easier to manage the cost side than it is the demand side, because the cost, you can see, you can quantify. It's much harder to know how to increase demand, and how to increase revenue. That asymmetry is what's motivated me to develop the elements of value.” [00:04:00] "Maslow's hierarchy of needs was developed in the mid-20th century. So as we're drawing on something very old, when I talk to audiences, I'll ask them if they know Maslow's hierarchy of needs and all the hands go up, and then I ask them how many of you have used it to, say, improve a product or think of a new product, and the hands tend to go down. The reason is that it's pretty academic." [00:05:00] "We began to think about functional elements of value, emotional elements of value that could be life-changing. Following Maslow's hierarchy, the top of the pyramid, the highest level of motivation, was around altruism or charitable giving. We call that social impact." [00:07:00] "If you are delivering on zero elements of value by our threshold definition, revenue growth tends to be around negative 2%. If you're delivering on four or more elements of value, the average is 13%. Eight of the original 47 companies that we looked at were delivering on zero elements of value at our threshold. The truth is if you're delivering on zero elements of value for very long, you're probably going to be crushed by a competitor or be acquired, would be my guess." [00:09:00] "[The elements of value] really began as a thought experiment. I began thinking about all the work that I had done over all the decades, thinking about what I've heard in focus groups and interviews and observations and surveys. I began to realize value is not infinitely complex nor mysterious. There are actually things that you can point to that are appealing or not appealing.” Additional information on what was discussed in today's episode: HBR article, The Elements of Value, by Eric Almquist, John Senior, and Nicolas Bloch: https://hbr.org/2016/09/the-elements-of-value  Eric's perspective on the elements of value: https://www.bain.com/insights/eric-almquist-managing-the-elements-of-value-video/ Episode 117 of Customer Confidential with Eric, What Do B2B Customers Want?: https://baincompany.libsyn.com/ep-117-eric-almquist-what-do-b2b-customers-want  Explore the B2C elements of value in more detail here: https://www.bain.com/insights/elements-of-value-interactive 

What separates top-performing real estate investors from those who struggle? In this episode, we sit down with Mike Taravella, an experienced real estate investor and asset manager with a background in accounting and corporate finance. Mike is the founder of Niche Holdings, where he manages millions of dollars in assets and provides third-party asset management consulting to optimize client portfolio performance. In our conversation, Mike shares his journey from corporate accounting to real estate and explains how he leveraged financial systems, automation, and AI tools to streamline asset management. We delve into the benefits of structured asset management practices and the concept of Net Promoter Scores. We uncover the power of secret shopping, the importance of financial oversight, and how to overcome CapEx mismanagement hurdles. Mike also unpacks 2024's real estate market challenges, explores why high-impact KPIs are essential, and explains his approach to handling property managers. Join us to learn how to avoid common mistakes, streamline operations, and maximize portfolio performance in a rapidly shifting market with Mike Taravella! Tune in now!Key Points From This Episode:How Mike transitioned from corporate accounting to real estate portfolio.Find out how AI can streamline financial reviews and reporting in real estate.Explore how Net Promoter Scores and tenant surveys reveal hidden property issues.Learn how to effectively communicate and work with property managers. Mike's method for tracking and monitoring assets and the power of secret shopping.Why consistent tracking and monitoring improves performance and accountability.Uncover the various challenges and trends in the asset management landscape. The biggest struggle he faced in 2024 and how he was able to overcome it.Hear how CapEx mismanagement can negatively impact investment returns.Fraud in property management and ways to prevent it.Links Mentioned in Today's Episode:Mike Taravella Mike Taravella on LinkedInMike Taravella on XMike Taravella on InstagramMike Taravella on YouTubeNiche HoldingsChatGPTClaudeAsset Management Mastery Facebook GroupBreak of Day Capital Break of Day Capital InstagramBreak of Day Capital YouTubeGary Lipsky on LinkedInJoseph Fang on LinkedIn

This week Mike is excited to welcome Lior Arussy, a leading authority on customer experience. In this chat Mike and Lior dive into the critical importance of prioritizing customers over technology, sharing how companies can adapt to rapidly changing markets to stay relevant. Lior discusses his journey from startup entrepreneur to esteemed consultant, offering a wealth of insights on retaining and serving customers well. He emphasizes the need for businesses to adapt and innovate to meet evolving customer expectations continually. The episode also includes practical advice for aspiring entrepreneurs on leveraging their unique skills and understanding market needs to build successful ventures.   Resources Mentioned in This Episode: Books   Connect with Lior: Website Books LinkedIn   Connect with Mike: Linktree   SPONSORS: Social Chameleon | Transform Your Podcast  Navigator Bookkeeping | Understand the full financial story of your practice Libsyn: First Month FREE with Promo Code BEGREAT Riverside | This interview was recorded on Riverside   Want to become a show sponsor? Email mike@socialchameleon.us Copyright © 2025 Mike'D Up! with Mike DiCioccio | For permission to use this content in any way, please email mike@socialchameleon.us

Root Financial is redefining what it means to serve clients by putting team culture front and center. In this episode, James and Ari dive into the firm's bold move to hire a Head of Culture—an uncommon role in financial advising—dedicated to supporting the growth and well-being of their advisors. Why? Because when advisors thrive, clients get the personalized attention they deserve.At Root, we're intentional about avoiding the usual industry traps, like overloading advisors with massive client lists or sales quotas that can compromise service. Instead, we focus on sustainable growth, aligning our goals with yours and using tools like OKRs (Objectives and Key Results) to stay on track.With a Net Promoter Score of 91—well above the industry average—we're proving that building a strong internal culture leads to happier clients and better outcomes.⏱Timestamps:⏱0:00 - Company culture affects clients4:08 - Ari's quick story5:59 - Hiring a Head of Culture10:54 - Advisors have how many clients?14:24 - NPS and retention rate17:28 - OKRs20:57 - What makes Root differentText us your thoughts on the show!Create Your Custom Early Retirement Strategy HereGet access to the same software I use for my clients and join the Early Retirement Academy here Join the new Root Collective HERE! (COMMUNITY)Ari Taublieb, CFP ®, MBA is the Vice President of Root Financial Partners and a Fiduciary Financial Planner specializing in helping clients retire early with confidence.

Root Financial is redefining what it means to serve clients by putting team culture front and center. In this episode, James and Ari dive into the firm's bold move to hire a Head of Culture—an uncommon role in financial advising—dedicated to supporting the growth and well-being of their advisors. Why? Because when advisors thrive, clients get the personalized attention they deserve.At Root, we're intentional about avoiding the usual industry traps, like overloading advisors with massive client lists or sales quotas that can compromise service. Instead, we focus on sustainable growth, aligning our goals with yours and using tools like OKRs (Objectives and Key Results) to stay on track.With a Net Promoter Score of 91—well above the industry average—we're proving that building a strong internal culture leads to happier clients and better outcomes.Submit your request to join James:On the Ready For Retirement podcast: Apply HereOn a Retirement Makeover episode: Apply Here  Timestamps:0:00 - Company culture affects clients4:08 - Ari's quick story5:59 - Hiring a Head of Culture10:54 - Advisors have how many clients?14:24 - NPS and retention rate17:28 - OKRs20:57 - What makes Root differentCreate Your Custom Strategy ⬇️ Get Started Here.

In this episode with Rob Markey, we will discuss valuing and measuring customer loyalty. Rob highlights the gap between executives' intentions to prioritize customers and their actual practices, noting that only 8% of customers believe they receive exceptional experiences, despite 80% of executives thinking so. Rob discusses the need for companies to measure and manage customer lifetime value, using tools like Net Promoter Scores and customer segmentation. He also discusses the challenges of implementing customer-centric strategies, the importance of relationship recovery, and the role of leadership in driving these changes.   Rob Markey is a partner and director at Bain & Company and the founder of the firm's Global Customer Strategy and Marketing practice. He is a co-author of The Ultimate Question 2.0 and is the host of the Net Promoter System podcast. He is based in New York.   Here are some free gifts for you: Overall Approach Used in Well-Managed Strategy Studies free download: www.firmsconsulting.com/OverallApproach   McKinsey & BCG winning resume free download: www.firmsconsulting.com/resumepdf   Enjoying this episode? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo  

Student Inc. has announced the national launch of its 13-week student accelerator summer programme. Backed by a network of 9 Irish universities, an international university, and the Higher Education Authority (HEA), Student Inc. will provide 75 students across Ireland with the opportunity to turn their entrepreneurial ideas into reality in the summer of 2025. The programme, originally developed by Munster Technological University and the Rubicon Centre, offers €4,000 in seed funding, intensive coaching from seasoned entrepreneurs and investors, and a hands-on learning experience. Throughout the summer, students will engage in workshops and mentoring sessions aimed at developing practical innovation skills and navigating the complexities of the business world. For the 2025 iteration there is a specific strand of the programme geared to the creative sector, Creative Student Inc.. This is being spearheaded by IADT Media Cube. Student Inc. has already supported the launch of over 30 student start-ups, including notable ventures like Gasgon Medical, founded by MTU alumnus Vincent Forde. His company has transformed safety in intravenous infusion within hospitals. Through a hybrid delivery model, Student Inc. ensures a broad geographical reach, allowing students to stay at their home universities and campus incubators, surrounded by experienced entrepreneurs while benefiting from world-class mentoring and training online. This approach promotes nationwide participation and connects students from various disciplines with industry leaders, mentors, and like-minded peers. A recent enhancement to the programme includes the integration of Universal Design (UD) principles, providing participants with the tools to incorporate accessibility and inclusivity into product development from the outset. This forward-thinking addition ensures that Student Inc. continues to lead in fostering innovation that benefits all. An external evaluation has awarded Student Inc. an exceptional Net Promoter Score of 85, placing it among the top entrepreneurial programmes worldwide. Carole O'Leary, Student Inc. Programme Manager, stated: "We are thrilled to see the continued growth and success of Student Inc. as the programme gains momentum and delivers even greater impact each year. With 41% of alumni launching businesses after completing the accelerator and an additional 36% planning to start a business in the future, the programme has clearly had a transformative effect. Students consistently emphasize the value of collaborating in multidisciplinary teams and cultivating entrepreneurial mindsets as some of the key benefits of their participation." The upcoming campaign, set to launch in the New Year, will spotlight the success stories of Student Inc. alumni, feature inspiring testimonials, and showcase engaging events aimed at attracting Ireland's next generation of student innovators. Applications for the summer 2025 programme are now open to all students from the partner universities, welcoming applicants from any discipline or year of study. For more information, visit https://www.studentinc.ie/.

Back in the mid 1990s–when Russ Keefe decided it was time for a career pivot–he got behind the wheel. With a Jeep packed full of his belongings, he drove from Washington, D.C., to San Francisco, father riding shotgun, to explore fresh opportunities in Silicon Valley. He had just completed a stint at the U.S. Securities and Exchange Commission, where he gained a deep respect for transparency and learned the importance of full disclosure.Eager to drive business outcomes, Keefe immersed himself in tech, soon discovering a passion for FP&A and leadership. Early roles exposed him to sales operations, giving him a front-row seat to understand revenue streams and product strategies. “That was when I realized finance is so much more than keeping score—it's about guiding strategic decisions,” Keefe tells us.Today, as CFO of cybersecurity innovator Corelight, Keefe applies a forward-looking mindset to navigate hypergrowth markets. His background at the SEC informs his ethos of communicating frequently and candidly with stakeholders. Meanwhile, his operational experience shapes his focus on customer satisfaction, product differentiation, and consistent value delivery.Keefe tells us Corelight's Net Promoter Score sits in the mid-60s, underscoring the company's commitment to serving high-stakes clients in government, finance, and critical infrastructure. He believes finance leaders should be business people first—professionals who leverage financial expertise to power innovation and adaptability. His journey—beginning with a cross-country leap of faith—demonstrates that calculated risks, paired with diligent career building and leadership insight can yield results.

Blake and David dive into major industry news, including Ohio ending the 150-hour CPA rule, setting a potential precedent for other states. They also discuss the Blackston acquisition of Citrin Cooperman and explore the implications of private equity involvement in accounting firms. Moving on, they examine workplace trends, including new data revealing that 61% of medium and large employers now require minimum in-office days, and debate the effectiveness of Net Promoter Scores (NPS) in accounting firms.SponsorsOnPay - http://accountingpodcast.promo/onpayBoomTax - http://accountingpodcast.promo/boomtaxTaxBandits - http://accountingpodcast.promo/taxbanditsBasil - http://accountingpodcast.promo/basilChapters(01:03) - Private Equity in Accounting Firms (03:14) - Personal Update: Blake's Hand Injury (05:18) - California's Insurance Crisis (13:57) - Ohio Ends the 150-Hour Rule (22:02) - App News: OnPay, SafeSend, and More (30:16) - Carvana's Questionable Accounting Practices (36:36) - Return to Office Policies (40:01) - RTO Policies and Office Leases (41:15) - Client Satisfaction and Net Promoter Score (42:53) - Debate on the Effectiveness of NPS (44:20) - Implementing NPS in Accounting Firms (52:03) - PCAOB Fines and Audit Quality (01:03:15) - Bitcoin and Government Policies (01:06:54) - Private Equity in Accounting Firms (01:15:07) - Earmark App and CPE Credits  Show NotesReturn-to-office policies gain steamhttps://www.cfo.com/news/return-to-office-policies-gain-steam-remote-work-hybrid-wtw-resume-org/735710Citrin Cooperman, a Leading Professional Services Firm, to Receive Significant Investment as Blackstone Acquires Stake from New Mountain Capitalhttps://www.blackstone.com/news/press/citrin-cooperman-a-leading-professional-services-firm-to-receive-significant-investment-as-blackstone-acquires-stake-from-new-mountain-capital/Ohio is the first state to end the 150-hour rule for CPA licensurehttps://www.blakeoliver.com/blog/ohio-first-state-to-end-the-150-hour-rule-for-cpa-licensureOhio gov signs alternative CPA licensure pathway bill into lawhttps://www.cfodive.com/news/ohio-gov-signs-alternative-cpa-licensure-pathway-bill-law-accounting-aicpa/736942/Thomson Reuters Acquires SafeSend, Expanding Tax Automation Capabilitieshttps://www.thomsonreuters.com/en/press-releases/2025/january/thomson-reuters-acquires-safesend-expanding-tax-automation-capabilities.htmlXero Partners with Gusto to Offer Integrated Payroll Solutionhttps://www.wellesleyhillsfinancial.com/2025/01/05/xero-partners-with-gusto-to-offer-integrated-payroll-solution/Sync your transactions to QuickBooks Desktop with Ramp's direct integrationhttps://ramp.com/integrations/quickbooks-desktopHindenburg Research short on used-car retailer Carvanahttps://www.reuters.com/business/autos-transportation/hindenburg-research-short-used-car-retailer-carvana-2025-01-02/Enforcement Activity Involving Auditors – 2024 Mid-Year Updatehttps://www.brattle.com/wp-content/uploads/2024/08/Enforcement-Activity-Involving-Auditors-2024-Mid-Year-Update.pdfAmid Barely ‘Average' Client Satisfaction, Why Aren't More Firms Using NPS to Improve?https://insidepublicaccounting.com/2024/07/16/amid-barely-average-client-satisfaction-why-arent-more-firms-using-nps-to-improve/The federal government just got the greenlight to sell $6.5 billion in Bitcoin seized from Silk Roadhttps://fortune.com/crypto/2025/01/09/federal-government-allowed-sell-bitcoin-silk-road-courts/Need CPE?Get CPE for listening to podcasts with Earmark: https://earmarkcpe.comSubscribe to the Earmark Podcast: https://podcast.earmarkcpe.comGet in TouchThanks for listening and the great reviews! We appreciate you! Follow and tweet @BlakeTOliver and @DavidLeary. Find us on Facebook and Instagram. If you like what you hear, please do us a favor and write a review on Apple Podcasts or Podchaser. Call us and leave a voicemail; maybe we'll play it on the show. DIAL (202) 695-1040.SponsorshipsAre you interested in sponsoring the Cloud Accounting Podcast? For details, read the prospectus.Need Accounting Conference Info? Check out our new website - accountingconferences.comLimited edition shirts, stickers, and other necessitiesTeePublic Store: http://cloudacctpod.link/merchSubscribeApple Podcasts: http://cloudacctpod.link/ApplePodcastsYouTube:

Welcome to our series of bite-sized episodes featuring favourite moments from the Leading for Business Excellence podcast series.This minisode features Steve Vaid as he reflects on his journey of leading a cultural transformation from the charity sector to financial services. Discover how a relentless focus on the customer, from Net Promoter Scores to vulnerability analysis, not only lifted scores and retention rates but also built a team ready to thrive through crises, from a Royal Commission inquiry to Covid-19.Listen to the full episode here: https://pmi.co.uk/knowledge-hub/customer-centric-leadership-insights-from-charity-to-commerce/More from PMI: Dive into our Knowledge Hub for more tools, videos, and infographics Join us for a PMI LIVE Webinar Follow us on LinkedIn

I'm excited to kick off season 3 with Rob Markey! It's his third time on the show, and I think you will see why I'm so excited about the insights he shares. Rob is a Senior Lecturer at Harvard Business School and an Advisory Partner at Bain and Company. He's widely known for his work on customer loyalty and the development of the Net Promoter Score and System.

What makes a fitness brand stand out in a crowded industry? Welcome to the Gym Marketing Made Simple podcast, your go-to resource for exploring the strategies that boutique fitness gyms need to thrive. In this episode, Luke Carlson from Discover Strength shares the strategies that have helped his brand grow from a single studio to 1,011 franchise locations, which it intends to reach 250 by 2035. Discover Strength stands out through its focus on time-efficient, evidence-based strength training. It offers a specialized service without cardio or nutrition programs.  Carlson highlights the role of professional attire in fostering a "ready to serve" mentality, creating a strong sense of differentiation in the fitness industry. Luke also emphasizes the importance of creating a superior employment experience, maintaining a Net Promoter Score of 93, and narrowing the focus to master a specific niche. His advice for aspiring fitness entrepreneurs is clear: excel in one area, deliver exceptional service, and foster professionalism in every aspect of the business. Learn how you can apply these lessons to position your gym for success. Tune in to gain insights from one of the most successful leaders in the fitness industry. 00:00 Intro 00:10 Discover Strength Overview and Background 02:46 Future Goals and Market Strategy 05:00 Professional Attire and Customer Experience 12:14 Growth Strategies and Talk Triggers 18:07 Challenges and Ego Management in New Locations 21:33 Franchise Selection and Long-Term Growth Strategy 26:05 Advice for New Fitness Entrepreneurs Connect with Luke Carlson:  luke@discoverstrength.com

In this throwback episode of “The Fleet Success Show,” fleet Hall of Famer Steve Saltzgiver and RTA CEO Josh Turley talk about measuring customer satisfaction. It's important to know how your fleet operation is performing for your customers – especially when something goes wrong -- so you can address the situation and make corrections. Listen as the trio discusses how using a net promoter score may benefit your fleet operation. Have feedback on the show? We'd love to hear it! Send us your comments, questions, and feedback anywhere on social media @FleetSuccess.Don't forget to share the show with your colleagues and friends, and of course, subscribe to The Fleet Success Show anywhere you listen to podcasts! 

In this captivating episode, Andrew sits down with Ryan Petersen, CEO of Flexport, for an insightful and candid conversation about leadership, personal growth, and business. Ryan shares his journey of self-discovery, discussing how he reevaluated his values after a challenging period in China and the profound impact of mentors like Tony Robbins on his life and leadership style.The discussion delves into Flexport's operational processes challenges, including the impact of COVID-19 on their Net Promoter Score and the subsequent reorganization to improve quality and customer satisfaction. Ryan emphasizes the importance of customer obsession, highlighting Flexport's use of AI to analyze both employee and customer feedback to drive improvements. He also discusses the company's unique position in the industry, leveraging custom-built software and a worldwide network to provide innovative solutions in logistics.Throughout the interview, Ryan offers valuable insights on balancing technology and traditional forwarding practices, the importance of attracting top talent, and the potential for AI to revolutionize the logistics industry. He shares personal reflections on leadership, and specific changes he has made to have a positive impact on his health and decision-making. The conversation concludes with a discussion of Flexport's recent acquisition of Convoy and its plans to integrate this technology to expand into new markets and improve efficiency in domestic trucking operations.***Episode brought to you by Rapido Solutions Group. I had the pleasure of working with Danny Frisco and Roberto Icaza at Coyote, as well as being a client of theirs more recently at MoLo. Their team does a great job supplying nearshore talent to brokers, carriers, and technology providers to handle any role necessary, be it customer or carrier support, back office, or tech services.***

The episode explores UXDA's formula for boosting customer engagement in the banking industry. Learn how UX design enhances product quality, design thinking reshapes business models, and added value boosts market impact—all driven by an experience-centric approach. With examples from brands like Apple and Samsung, discover how focusing on emotional connections and customer journeys can elevate brand success and profitability, as demonstrated by UXDA's impressive Net Promoter Score.Find out:How does the "experience economy" reshape traditional business models?What key elements define UXDA's formula for customer engagement?How do product quality, design, and value drive exceptional customer experiences?Read the full article on UXDA's blog: https://theuxda.com/blog/financial-ux-design-formula-digital-product-success* AI podcast on UXDA article powered by Google NotebookLM

What does it take to scale an emerging franchise while maintaining exceptional customer and employee experiences? In this episode, Tori Johnston, Brand President of goGLOW, dives into her journey of transitioning from CMO to leading one of the most innovative sunless tanning franchises. She shares how goGLOW's unique employee model, top-tier customer experience, and operational efficiency are setting the standard in the beauty franchise space. Listen in as Tori reveals how goGLOW is rewriting the playbook for franchise growth, empowering employees, and delivering unmatched service. Discover the secrets behind goGLOW's high Net Promoter Score, its flexible workforce model, and why it's attracting passionate entrepreneurs looking for a scalable and innovative franchise concept. Ready to learn how to build a franchise that customers love, and employees thrive in? Hit play now and uncover the strategies behind goGLOW's success!   “Let the special sauce be how you treat employees–not necessarily rewriting the playbooks." ~ Tori Johnston   In This Episode: - When and why founders bring in a brand president - How Tori discovered goGLOW and what attracted her to it - Front Street Equity Partners role in finding the best person for the job - Transitioning from CMO to Brand President: lessons learned - SoulCycle's influence on Tori's customer experience strategy - goGLOW's employee model and its franchisee benefits - Why buyers should assess the employee model in franchises - How treating employees well drives franchise success   Resources: 

We'd love to have your feedback and ideas for future episodes of Retail Unwrapped. Just text us!Special Guest: Tim Fehr, COO of Happy ReturnsThe complexities of modern returns management include processing hundreds of thousands of SKUs and demand both technological precision and human insight. As retail continues to evolve, the ability to efficiently manage returns while preventing fraud has become a critical factor in maintaining profitability and customer loyalty. As a pioneering force in returns management, Happy Returns has revolutionized the industry through its innovative approach to combining human verification with robotics automation. Join Shelley and Tim as they discuss how the Happy Returns system achieves a remarkable 35 percent improvement in processing speed while maintaining rigorous fraud prevention standards and how their automated processing centers ensure rapid inventory recovery for retailers. Their returns process is also netting a lifetime 93 Net Promoter Score. Their acquisition by UPS has further enhanced their capability to provide enterprise-level returns management solutions and the ability to scale innovation efforts. For more strategic insights and compelling content, visit TheRobinReport.com, where you can read, watch, and listen to content from Robin Lewis and other retail industry experts, and be sure to follow us on LinkedIn and Twitter.

Send us a textCan a passion-driven business approach redefine an entire industry? Managing Director of Add Some Zest, Calum Lyle, believes so. We loved speaking to Calum and hearing about his refreshing approach to recruitment. We feel Calum's values and our values at the Amplified Group are naturally aligned. It definitely feels like a match!Calum shares how prioritising customer experience over profit can lead to a staggering +94 Net Promoter Score and an impressive candidate retention rate. Calum has built an agency that truly enhances the recruitment process, focusing on authenticity and energy in every interaction. They choose passion and customer-centricity over mere financial gain.We discover some practical tips on navigating the evolving job market, including strategies for bypassing AI filters and crafting personalised communication. This episode is a wonderful example of breaking free of established ways of working, thinking creatively and executing on it.Whilst this conversation is focused on a recruitment, it's a must listen for job seekers and hiring managers alike.We would love you to follow us on LinkedIn! https://www.linkedin.com/company/amplified-group/

This podcast hit paid subscribers' inboxes on Oct. 31. It dropped for free subscribers on Nov. 7. To receive future episodes as soon as they're live, and to support independent ski journalism, please consider an upgrade to a paid subscription. You can also subscribe to the free tier below:WhoGeordie Gillett, Managing Director and General Manager of Grand Targhee, WyomingRecorded onSeptember 30, 2024About Grand TargheeClick here for a mountain stats overviewOwned by: The Gillett FamilyLocated in: Alta, WyomingYear founded: 1969Pass affiliations: Mountain Collective: 2 days, no blackoutsClosest neighboring ski areas: Jackson Hole (1:11), Snow King (1:22), Kelly Canyon (1:34) – travel times vary considerably given time of day, time of year, and weather conditions.Base elevation: 7,650 feet (bottom of Sacajawea Lift)Summit elevation: 9,862 feet at top of Fred's Mountain; hike to 9,920 feet on Mary's NippleVertical drop: 2,212 feet (lift-served); 2,270 feet (hike-to)Skiable Acres: 2,602 acresAverage annual snowfall: 500 inchesTrail count: 95 (10% beginner, 70% intermediate, 15% advanced, 5% expert)Lift count: 6 (1 six-pack, 2 high-speed quads, 2 fixed-grip quads, 1 carpet – view Lift Blog's inventory of Grand Targhee's lift fleet)Why I interviewed himHere are some true facts about Grand Targhee:* Targhee is the 19th-largest ski area in the United States, with 2,602 lift-served acres.* That makes Targhee larger than Jackson Hole, Snowbird, Copper, or Sun Valley.* Targhee is the third-largest U.S. ski area (behind Whitefish and Powder Mountain) that is not a member of the Epic or Ikon passes.* Targhee is the fourth-largest independently owned and operated ski area in America, behind Whitefish, Powder Mountain, and Alta.* Targhee is the fifth-largest U.S. ski area outside of Colorado, California, and Utah (following Big Sky, Bachelor, Whitefish, and Schweitzer).And yet. Who do you know who has skied Grand Targhee who has not skied everywhere? Targhee is not exactly unknown, but it's a little lost in skiing's Bermuda Triangle of Jackson Hole, Sun Valley, and Big Sky, a sunken ship loaded with treasure for whoever's willing to dive a little deeper.Most ski resort rankings will plant Alta-Snowbird or Whistler or Aspen or Vail at the top. Understandably so – these are all great ski areas. But I appreciate this take on Targhee from skibum.net, a site that hasn't been updated in a couple of years, but is nonetheless an excellent encyclopedia of U.S. skiing (boldface added by me for emphasis):You can start easy, then get as wild and remote as you dare. Roughly 20% of the lift-served terrain (Fred's Mountain) is groomed. The snowcat area (Peaked Mountain) is completely ungroomed, completely powder, totally incredible [Peaked is lift-served as of 2022]. Comparisons to Jackson Hole are inevitable, as GT & JH share the same mountain range. Targhee is on the west side, and receives oodles more snow…and therefore more weather. Not all of it good; a local nickname is Grand Foggy. The locals ski Targhee 9 days out of 10, then shift to Jackson Hole when the forecast is less than promising. (Jackson Hole, on the east side, receives less snow and virtually none of the fog). On days when the weather is good, Targhee beats Jackson for snow quality and shorter liftlines. Some claim Targhee wins on scenery as well. It's just a much different, less crowded, less commercialized resort, with outstanding skiing. Some will argue the quality of Utah powder…and they're right, but there are fewer skiers at Targhee, so it stays longer. Some of the runs at Targhee are steep, but not as steep as the couloirs at Jackson Hole. Much more of an intermediate mountain; has a very “open” feel on virtually all of the trails. And when the powder is good, there is none better than Grand Targhee. #1 ski area in the USA when the weather is right. Hotshots, golfcondoskiers and young skiers looking for “action” (I'm over 40, so I don't remember exactly what that entails) are just about the only people who won't call Grand Targhee their all-time favorite. For the pure skier, this resort is number one.Which may lead you to ask: OK Tough Guy then why did it take you five years to talk about this mountain on your podcast? Well I get that question about once a month, and I don't really have a good answer other than that there are a lot of ski areas and I can only talk about one at a time. But here you go. And from the way this one went, I don't think it will be my last conversation with the good folks at Grand old Targhee.What we talked aboutContinued refinement of the Colter lift and Peaked Mountain expansion; upgrading cats; “we do put skiing first here”; there's a reason that finance people “aren't the only ones in the room making decisions for ski areas”; how the Peaked expansion changed Targhee; the Teton Pass highway collapse; building, and then dismantling, Booth Creek; how ignoring an answering machine message led to the purchase of Targhee; first impressions of Targhee: “How is this not the most popular ski resort in America?”; imagining Booth Creek in an Epkonic alt reality; Targhee's commitment to independence; could Targhee ever acquire another mountain?; the insane price that the Gilletts paid for Targhee; the first time you see the Rockies; massive expansion potential; corn; fixed-grip versus detach; Targhee's high percentage of intermediate terrain and whether that matters; being next-door neighbors with “the most aspirational brand in skiing”; the hardest part of expanding a ski area; potential infill lifts; the ski run Gillett would like to eliminate and why; why we're unlikely to see a lift to the true summit; and why Targhee joined Mountain Collective but hasn't joined the Ikon Pass (and whether the mountain ever would).Why I thought that now was a good time for this interviewA few things make Targhee extra relevant to our current ski moment:* Targhee is the only U.S. ski area aside from Sugar Bowl to join the Mountain Collective pass while staying off of Ikon.* In 2022, Targhee (sort of) quietly opened one of the largest lift-served North American ski expansions in the past decade, the 600-acre Peaked Mountain pod, served by the six-pack Colter lift.* The majority of large U.S. ski areas positioned on Forest Service land are bashful about their masterplans, which are publicly available documents that most resort officials wish we didn't know about. That's because these plans outline potential future expansions and upgrades that resorts would rather not prematurely acknowledge, lest they piss off the Chipmunk Police. So often when I'm like “Hey tell us about this 500-acre bowl-skiing expansion off the backside,” I get an answer that's something like, “well we look forward to working with our partners at the Forest Service to maybe consider doing that around the year 3000 after we complete our long-term study of mayfly migration routes.” But Geordie is just like, “Hell yes we want to blow the resort out in every direction like yesterday” (not an exact quote). And I freaking love the energy there.* Most large Western ski areas fall into one of two categories: big, modern, and busy (Vail, Big Sky, Palisades, Snowbird), or big, somewhat antiquated, and unknown (Discovery, Lost Trail, Silver). But Targhee has split the difference, being big, modern, and lesser-known, that rare oasis that gives you modern infrastructure (like fast lifts), without modern crowds (most of the time). It's kind of strange and kind of glorious, and probably too awesome to stay true forever, so I wanted to get there before the Brobot Bus unloaded.* Even 500-inches-in-an-average-winter Targhee has a small snowmaking system. Isn't that interesting?What I got wrong* I said that $20 million “might buy you a couple houses on the slopes at Jackson Hole.” It kind of depends on how you define “on the slopes,” and whether or not you can live without enough acreage for your private hippo zoo. If not, $24.5 million will get you this (I'm not positive that this one is zoned for immediate hippo occupation).* I said that 70 percent of Targhee's terrain was intermediate; Geordie indicated that that statistic had likely changed with the addition of the Peaked Mountain expansion. I'm working with Targhee to get updated numbers.Why you should ski Grand TargheeThe disconnect between people who write about skiing and what most people actually ski leads to outsized coverage of niche corners of this already niche activity. What percentage of skiers think that skiing uphill is fun? Can accomplish a mid-air backflip? Have ever leapt off a cliff more than four feet high? Commute via helicopter to the summit of their favorite Alaskan powder lines? The answer on all counts is probably a statistically insignificant number. But 99 percent of contemporary ski media focuses on exactly such marginal activities.In some ways I understand this. Most basketball media devote their attention to the NBA, not the playground knuckleheads at some cracked-concrete, bent-rim Harlem streetball court. It makes sense to look at the best and say wow. No one wants to watch intermediate skiers skiing intermediate terrain. But the magnifying glass hovering over the gnar sometimes clouds consumer choice. An average skier, infected by cliffity-hucking YouTubes and social media Man Bro boasting, thinks they want Corbet's and KT-22 and The Cirque at Snowbird. Which OK if you zigzag across the fall line yeah you can get down just about anything. But what most skiers need is Grand Targhee, big and approachable, mostly skiable by mostly anyone, with lots of good and light snow and a low chance of descent-by-tomahawk.Targhee's stats page puts the mountain's share of intermediate terrain at 70 percent, likely the highest of any major North American ski area (Northstar, another big-time intermediate-oriented mountain, claims 60 percent blue runs). I suspect this contributes to the resort's relatively low profile among destination skiers. Broseph Jones and his Brobot buddies examine the statistical breakdown of major resorts and are like “Yo cuz we want some Jackson trammage because we roll hard see.” Even though Targhee is bigger and gets more snow (both true) and offers a more realistic experience for the Brosephs.That's not to say that you shouldn't ski Jackson Hole. Everyone should. But steeps all day are mentally and physically draining. It's nice most of the time to not be parkouring down an elevator shaft. So go to Targhee too. And you can whoo-hoo through the deep empty trees and say “dang Brah this is hella rad Brah.” And it is.Podcast NotesOn the Peaked Mountain expansionThe Peaked Mountain terrain has been marked on Targhee's trailmap for years, but up until 2022, it was accessible mostly via snowcat:In 2022, the resort dropped a six-pack back there, better defined the trail network, and brought Peaked into the lift-served terrain package:On Grand Targhee's masterplanHere's the overview of Targhee's Forest Service master development plan. You can see potential expansions below Blackfoot (left in the image below), looker's right of Peaked/Colter (upper right), and below Sacajawea (lower right):Here's a better look at the so-called South Bowl proposal, which would add a big terrain pod contiguous with the recent Peaked expansion:Here's the MDP's inventory of proposed lifts. These things often change, and the “Peaked DC-4” listed below actualized as the Colter high-speed sixer:Targhee's snowmaking system is limited, but long-term aspirations show potential snowmaking stretching toward the top of the Dreamcatcher lift:On opposition to all of this potential expansionThere are groups of people masquerading as environmental commandos who I suspect oppose everything just to oppose it. Like oh a bobcat pooped next to that tree so we need to fence the area off from human activity for the next thousand years. But Targhee sits within a vast and amazing wilderness, the majority of which is and should be protected forever. But humans need space too, and developing a few hundred acres directly adjacent to already-developed ski terrain is the most sustainable and responsible way to do this. It's not like Targhee is saying “hey we're going to build a zipline connecting the resort to the Grand Teton.” But nothing in U.S. America can be achieved without a minimum of 45 lawsuits (it's in the Constitution), so these histrionic bozos will continue to exist.On Net Promoter Score and RRCI'm going to hurt myself if I try to overexplain this, so I'll just point toward RRC's Net Promoter Score overview page and the company's blog archive highlighting various reports. RRC sits quietly behind the ski industry but wields tremendous influence, assembling the annual Kotke end-of-season statistical report, which offers the most comprehensive annual overview of the state of U.S. skiing.On the reason I couldn't go to Grand Targhee last yearSo I was all set up to hit Targhee for a day last year and then I woke up in the middle of the night thinking “Gee I feel like I'm gonna die soon” and so I did not go skiing that day. Here's the full story if you are curious how I ended up not dying.On the Peaked terrain expansion being the hypothetical largest ski area in New HampshireI'll admit that East-West ski area size comparisons are fundamentally flawed. Eastern mountains not named Killington, Smugglers' Notch, and Sugarloaf tend to measure skiable terrain by acreage of cut trails and maintained glades (Sugarbush, one of the largest ski areas in the East by pure footprint, doesn't even count the latter). Western mountains generally count everything within their boundary. Fair enough – trying to ski most natural-growth eastern woods is like trying to ski down the stands of a packed football stadium. You're going to hit something. Western trees tend to be higher altitude, older-growth, less cluttered with undergrowth, and, um, more snow-covered. Meaning it's not unfair to include even unmarked sectors of the ski area as part of the ski area.Which is a long way of saying that numbers are hard, and that relying on ski area stats pages for accurate ski area comparisons isn't going to get you into NASA's astronaut training academy. Here's a side-by-side of 464-acre Bretton Woods – New Hampshire's largest ski area – and Targhee's 600-acre Peaked Mountain expansion, both at the same scale in Google Maps. Clearly Bretton Woods covers more area, but the majority of those trees are too dense to ski:And here's an inventory of all New Hampshire ski areas, if you're curious:On the Teton Pass highway collapseYeah so this was wild:On Booth CreekGrand Targhee was once part of the Booth Creek ski conglomerate, which now exists only as the overlord for Sierra-at-Tahoe. Here's a little history:On the ski areas at Snoqualmie Pass being “insane”We talk a bit about the “insane” terrain at Summit at Snoqualmie, a quirky ski resort now owned by Boyne. The mountain was Frankensteined together out of four legacy ski areas, three of which share a ridge and are interconnected. And then there's Alpental, marooned across the interstate, much taller and infinitely rowdier than its ho-hum brothers. Alpy, as a brand and as a badass, is criminally unknown outside of its immediate market, despite being on the Ikon Pass since 2018. But, as Gillett notes, it is one of the roughest, toughest mountains going:On Targhee's sinkholePer Jackson Hole News and Guide in September of last year:About two weeks ago, a day or so after torrential rain, and a few days after a downhill mountain biking race concluded on the Blondie trail, Targhee ski patrollers noticed that something was amiss. Only feet away from the muddy meander that mountain bikers had zipped down, a mound of earth had disappeared.In its place, there was a hole of unknown, but concerning, size.Subsequent investigations — largely, throwing rocks into the hole while the resort waits for more technical tools — indicate that the sinkhole is at least 8 feet wide and about 40 feet deep, if not more. There are layers of ice caking the walls a few feet down, and the abyss is smack dab in the middle of the resort's prized ski run.Falling into a sinkhole would be a ridiculous way to go. Like getting crushed by a falling piano or flattened under a steamroller. Imagine your last thought on earth is “Bro are you freaking kidding me with this s**t?”On the overlap between Mountain Collective and IkonMountain Collective and Ikon share a remarkable 26 partner ski areas. Only Targhee, Sugar Bowl, Marmot Basin, Bromont, Le Massif du Charlevoix, and newly added Megève have joined Mountain Collective while holding out on Ikon.The Storm explores the world of lift-served skiing year-round. Join us.The Storm publishes year-round, and guarantees 100 articles per year. This is article 70/100 in 2024, and number 570 since launching on Oct. 13, 2019. This is a public episode. If you'd like to discuss this with other subscribers or get access to bonus episodes, visit www.stormskiing.com/subscribe

Jelena Vucinic: How Agile Team Satisfaction and Value Delivery Define Scrum Master Success Read the full Show Notes and search through the world's largest audio library on Scrum directly on the Scrum Master Toolbox Podcast website: http://bit.ly/SMTP_ShowNotes. In this episode, Jelena shares her approach to measuring success as a Scrum Master by focusing on two key areas: team satisfaction and value delivery. She emphasizes the importance of discussing these metrics with the team, gauging engagement levels, and reflecting on factors like time-to-market and throughput. Jelena encourages Scrum Masters to consider using net promoter scores as a way to evaluate their impact. Self-reflection Question: How can you help your team define and measure success in a meaningful way? Leave your answer in the comments, let's get this conversation started! Featured Retrospective Format for the Week: Uncover the Stinky Fish Jelena shares a retrospective format known as "Uncover the Stinky Fish," designed to help teams address underlying issues that are not being openly discussed. This format is especially useful in conflict resolution but requires a safe environment for it to be effective. Jelena emphasizes the need for personalization in retrospectives, tailoring the approach to the context and encouraging empathy and connection among team members. About Jelena Vucinic Jelena is a self-conscious perfectionist and an everlasting optimist. She is deeply curious about the way people interact. After listening attentively, she likes to ask open questions that often help to reflect and improve collaboration. Jelena believes that every single person makes a difference, and she is dedicated to helping teams and leaders unlock their potential. You can link with Jelena Vucinic on LinkedIn.

What if your customer loyalty score is telling you only half the story? In this Doing Customer Experience Right revival, host Stacy Sherman and Rob Markey, Bain & Company partner and Net Promoter System (NPS) pioneer, explore how NPS has evolved from a simple score to a comprehensive system. You'll learn actionable strategies to boost loyalty and employee engagement while tackling common NPS pitfalls. Whether you're new to customer experience (CX) or a seasoned pro, this deep dive offers fresh insights into using customer feedback to drive growth and strengthen company culture. Discover more at

On this episode, Diya Sikka,  Director of NPSx, a start-up at Bain & Company, discusses the third wave of customer experience and the shift from surveys and insights to predictive analytics and data-driven value. She emphasizes the importance of not relying solely on a single metric like Net Promoter Score and highlights the need to connect CX to key value metrics. Diya also discusses the challenges of organizing and utilizing data for CX and recommends starting with use case driven approaches and leveraging existing technology.Key Insights:Relying solely on a single metric like NPS is not the right approach; it should be connected to key value metrics.Organizations should start with use-case-driven approaches and leverage existing technology to organize and utilize data for CX.Evaluating CX maturity can be done using the CX global standards framework, which assesses capabilities in culture, capability, and execution. Data management is a critical area that companies often overlook in creating a strong customer experience.CX leaders should go beyond surveys and understand sentiment across the entire customer base to unlock value.The role of the CX leader is to be a master coordinator and facilitator across teams, driving customer-centricity and connecting the dots.Recognizing and empowering employees is crucial in creating a customer-centered culture.Creating a closed-loop feedback system and actively listening to employees' suggestions and ideas is essential.Best-in-class companies prioritize the customer in executive meetings and leaders actively engage with customers.–How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more. Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.

 In this week's episode of Maximize Business Value, Tom shares why you should never try to hide issues when selling your business. He explains the importance of full disclosure, using a real-life example of how being upfront about a negative Net Promoter Score saved his company millions of dollars during a sale. Tune in to learn why dealing with the “elephant in the room” can lead to a more successful transaction and higher business value. CONNECT WITH TOMFacebook: https://www.facebook.com/masterypartnersLinkedIn: https://www.linkedin.com/in/tom-bronson/Website: https://www.masterypartners.com/Please be sure to like and follow for more great content to help YOU maximize YOUR business value!Tom Bronson is a serial entrepreneur and business owner. He is currently the founder and President of Mastery Partners, Mastery Mergers & Acquisitions, and the Business Transition Summit. All three companies empower business owners to maximize business value and serve business owners in different capacities to help them achieve their dream exit. As a business owner, Tom has been in your situation a hundred times and knows what it takes to craft the right strategy. Bronson is passionate about helping business owners and has the experience to do it. Tom has two books to help business owners on their journey to a dream exit: "Maximize Business Value Playbook," (2023), and "Maximize Business Value, Begin with the EXIT in Mind," (2020). Both are available on Amazon. ...

Ready to master your clinic's financials and internal processes? In our latest episode of Grow Your Clinic, clinic owner and Clinic Mastery consultant Brigid Linden joins us to share her journey from uncertainty to proficiency with essential metrics and dashboards. Brigid's story is a testament to the power of nurturing existing client relationships by focusing on key metrics like rebooking rates, cancellation rates, and patient visit averages. Learn how she overcame the initial challenges of financial management and how you can build your own confidence in managing clinic numbers.Discover how to effectively discuss business metrics within your team and why involving business partners and leadership in regular financial conversations is crucial. We'll dive into the art of explaining the "why" behind tracking key metrics to practitioners who may be resistant, ensuring that everyone understands the intrinsic value these numbers bring to patient outcomes and team growth. By honing in on a few impactful metrics, Brigid shows us how to simplify the process and avoid the overwhelm of an entire dashboard.Balancing parenthood and business ownership is no easy feat, but Brigid's insights on designing career progression pathways, consistent communication, and regular leadership meetings offer a roadmap to success. From navigating the baby toddler phase to embracing community support and creative prioritization, this episode is packed with strategies for managing work-life balance. Join us for a comprehensive guide on building a thriving clinic and maintaining motivation through the unique challenges of parenthood and business ownership.If you found this episode valuable, please give us a thumbs up, share, comment, and give us your ratings on: iTunes - https://podcasts.apple.com/us/podcast/grow-your-clinic/id1332920944?mt=2 Spotify - https://open.spotify.com/show/03nmt7gYDfeeOPV6qBmVTu Watch on YouTube - https://www.youtube.com/@clinicmastery We appreciate your support and feedback!

What does it take to build a company from the ground up and lead it to success for 16 years? For Vineet Jain, CEO and founder of Egnyte, the answer is a relentless focus on product excellence and customer satisfaction. In a recent episode of Sales Talk for CEOs, Vineet shared how these principles helped him grow Egnyte into a leading cloud-based content collaboration and governance platform, serving over 23,000 customers.Key Insights from Vineet Jain:Product First, Always Vineet credits Egnyte's success to being a product-centric company. By developing a solution that offers a seamless, turnkey experience for mid-market companies, Egnyte solves the critical challenges of content security and collaboration without complicating user workflows.“Our superpower is the product,” Vineet said. “It's easy to manage, saves time, and reduces costs, which is exactly what mid-market customers need.”Customer Satisfaction Over Revenue From day one, Vineet instilled a culture that prioritizes customer happiness over quick revenue gains. He believes that happy customers are the foundation of long-term success, and he's made Net Promoter Scores (NPS) a key metric for success at Egnyte. “A happy customer is more important to me than revenue targets,” he explained. “Without happy customers, the rest won't matter.”Selling with Integrity Jain's approach to sales is simple: don't oversell, and don't treat customers like a quick win. His sales strategy focuses on building trust and long-term relationships, ensuring that customers feel valued well beyond the initial sale. “Integrity matters in sales. It's not about short-term wins but about building relationships that last,” Vineet shared.The Power of Inside SalesEarly on, Jain recognized that the best way to scale Egnyte was by building an inside sales team focused on mid-market customers. This strategy allowed them to efficiently acquire customers while maintaining a personalized approach.“Our inside sales model gave us the ability to scale while keeping acquisition costs low and sales cycles short,” said Vineet.Action Steps for CEOs:Prioritize Product Excellence: Build a solution that truly solves customer problems.Focus on Customer Success: Make customer satisfaction your number one metric.Maintain Integrity in Sales: Build long-term trust with your customers.Leverage Inside Sales: For mid-market companies, inside sales can be more efficient and cost-effective.Vineet Jain's journey with Egnyte highlights the importance of focusing on what truly matters: a great product, happy customers, and long-term success. For more insights, listen to the full episode below.Chapters01:11 - What Ignite Does - Vineet explains that Ignite provides a cloud-based content collaboration and security platform, targeting mid-market companies.02:33 - Solving Mid-Market Challenges - Discussion on how Ignite offers a turnkey solution for content management and security, addressing the unique needs of mid-market companies.04:53 - The Genesis of Ignite - Vineet shares the origins of Ignite, including the transition from their previous company and the early development of the product.06:57 - The Early Days of Cloud Computing - Insight into how Ignite started as an "on-demand file server" and evolved as the concept of cloud computing emerged.07:37 - Product-Centric Culture - Vineet discusses Ignite's strong focus on building a robust product before going to market, a practice rooted in their engineering background.08:52 - Early Customer Acquisition - The strategy behind Ignite's initial customer acquisition, relying heavily on search engine marketing and the importance of product-market fit.11:20 - Identifying Target Industries - How Ignite organically identified its primary industries—AEC, financial services, life sciences, and media—and adapted the product to serve them better.14:05 - Scaling Sales with Inside Sales - The decision to build an inside sales team early on, focusing on mid-market clients to optimize sales efficiency.15:19 - Inside Sales Strategy - A closer look at how Ignite's inside sales team is structured, including geographic territories and industry-specific reps.17:40 - Combining Direct and Channel Sales - Vineet explains the importance of blending direct and channel sales to drive growth, with a significant investment in channel partnerships.20:43 - The Role of Channel Partners - The shift in channel partner dynamics, particularly from a perpetual license model to a subscription-based model.22:53 - Vineet's Role in Sales as CEO - As CEO, Vineet focuses on relationship management and strategic involvement in key customer interactions, particularly with larger accounts.About GuestVineet Jain is the Chief Executive Officer (CEO) and co-founder of Egnyte, a leading cloud-based collaboration and governance platform. An entrepreneur at heart, prior to Egnyte, Vineet founded Valdero, a supply chain solution provider that received funding from leading investors like KPCB, MDV, etc. Under Vineet's leadership, Egnyte has grown exponentially, serving more than 22,000 customers globally and having 1,000+ employees worldwide. Vineet started his career at Boots Plc in the United Kingdom and has also worked in various senior-level positions at Bechtel Corporation and KPMG in Silicon Valley. He holds a bachelor's of science in engineering from Delhi College of Engineering and a master's in business administration (MBA) from Santa Clara University.   Social Links Connect with Vineet on LinkedIn: https://www.linkedin.com/in/vineetkjain/Connect with Vineet on Twitter: (1) Vineet Jain (@CloudNotEnough) / XCheck out Alice's website: https://aliceheiman.com/Connect with Alice on LinkedIn: https://www.linkedin.com/in/aliceheiman/

On this episode of The Healthcare Plus Podcast, Dan Collard is joined by Carla Yost and Dannette Staples from Hillcrest Medical Center in Tulsa, Oklahoma to discuss the work they're doing in development with a specific focus on charge nurses and their Nurse Practice Council. Carla is the Chief Nursing Officer at Hillcrest.  With 15 years of senior leadership experience, she is passionate about developing leaders and giving them a voice. Dannette is the Director of Nursing for Workforce Development and Performance Improvement. She has over 24 years of healthcare experience and shares Carla's passion for frontline leadership development. Carla discusses how she recognized that leaders were seeking development opportunities within the organization and why she proposed Precision Leadership Development™ as the solution through the Nurse Practice Council.  Then, Dannette shares her experience leading the orthopedics unit during challenging times, including the staff shortages experienced during the COVID-19 pandemic. When she decided to invest in her charge nurses by mentoring them individually and involving them in the decision-making process, she began to see extraordinary results. Through this investment in leadership development, Dannette's unit has seen:-              Engagement scores increase from 77% in 2021 to 92% in 2023-              Turnover reduced from 27% to 4% on the orthopedic unit-              Net Promoter Scores improved from 39% to 75%-              Length of stay reduced from 1.62 to 1.29-              Falls rates reduced from 4.33 to 2.79Dannette and Carla attribute all of these results to their focus on the mid-level, “boots-on-the-ground”, frontline leaders and emphasize the need for investment and development to drive positive change in healthcare organizations. About Carla YostAmong Becker's 66 CNOs to know in 2022, Carla Yost, BSN, FACHE, CPHQ, is the Chief Nursing Officer of Hillcrest Medical Center, Ardent Health System. Here, she leads the nursing and patient care operations for the 656-bed facility, successfully fostering achievements like most recently, a top-ranking hospital in patient safety, awarded by the organization, Leapfrog. She also advocates for nurses, investing in their growth, and increasing staff retention.Carla brings with her more than 15 years of knowledge and experience in senior executive leadership. Her previous roles include System Chief Nursing and Quality Officer for Ascension Kansas, Vice President of Nursing and Quality at HCA Healthcare in Overland Park, Kansas, and a Baldridge Examiner for the U.S. Department of Commerce. In 2018, Carla was named a Health Care Hero by the Wichita Business Journal. About Dannette StaplesDannette Staples is a multidimensional nursing leader with more than 24 years of experience and a proven record of accomplishments built by the foundation of relationships that produce results that improve quality, efficiency, and growth. She is a dedicated nurse leader with a passion to mentor and develop new nurses by empowering and educating driven team members to become effective leaders. She has worked in various organizations across the country, starting with Vanderbilt University, HCA, Ardent, and Columbia Memorial Hospital in Astoria Oregon. She has worked in a variety of healthcare organizations ranging from large tertiary facilities to small outlying facilities, all of which have impacted her growth as a leader in healthcare. She has also created and facilitated customer service training and coached improvement skills to enhance teammate development and performance. 

This week, we're mixing things up! Join us as Katie, Sr. Content Marketing Manager at Crelate, shares her insights on the crucial role of brand marketing. We'll explore the emotional connections clients and candidates have with brands, emphasizing why 70% of decisions are emotionally driven, as highlighted by a Gallup poll. Katie shares practical strategies for creating a compelling brand voice and emphasizes the importance of consistent messaging across all touch-points to build loyalty and trust.We also discuss the significance of leveraging recruiting technology, the relevance of podcasting, and the power of engaging content, including the use of stats and listicles. Tune in to discover how investing in emotional branding can drive long-term success. Stick around till the end for valuable tips on measuring brand perception and constantly evolving your strategies to stay ahead in the competitive staffing landscape.______________________Follow Crelate on LinkedIn: https://www.linkedin.com/company/crelate/Subscribe to our newsletter: https://www.crelate.com/blog/full-desk-experience

Want to make the most out of your next podcast appearance? https://content.leadquizzes.com/lp/fk1JL_FgeQ Connect to John Gilroy on LinkedIn   https://www.linkedin.com/in/john-gilroy/ Want to listen to other episodes? www.Federaltechpodcast.com According to the MIT Technology Review, the federal government has over 26,000 websites. What good is it if citizens cannot access the information they require? Today, we have Angela Mercado from RELI Group discuss User Experience (UX) and User Interface (UI) for federal websites. One of the many impacts of COVID was American citizens were trying to get information from federal websites and were frustrated. As a result, in December of 2021 the White House issued Executive Order 14058, which had an emphasis on improving user experience for federal web sites. Angela Mercado likes to focus on the phrase “Human Centered Design.” This means to gather as much data from users as one and to seek to optimize their experience. During the interview she reviews heat maps, surveys, Net Promoter Score, and a myriad of tools to diagnose a faltering website. The goal is to reduce user frustration, have their commercial website experience like a federal website, give the user a seamless experience and to take advantage of automation and Artificial Intelligence to accomplish these tasks. For example, AI tools can be used to scan federal websites to determine if they follow accessibility standards. She gives listeners a great overview of the UI/UX work done by the GSA as a proponent of improved user experience for federal websites. Want to make the most out of your next podcast appearance?

Elevate your podcasting game with Riverside.fm's studio-quality recordings, lightning-fast editing, and enhanced streaming capabilities—try it today! Get 15% off with discount code Podtastic  Riverside.Fm  In this episode of Podtastic Audio, I dive into why listener feedback is so important for podcasters. I share some easy tips on how to create podcast surveys that help you get to know your audience better and make your show even better. By connecting with your listeners and getting their honest opinions, you can tweak your content to match what they want and build a stronger community around your podcast. I talk about the key questions you should ask in your surveys, like how people found your podcast, what topics they love, and what they think could be improved. These insights can help you shape your episodes and marketing efforts, making sure you're giving your audience what they really want. Tune in to get some great tips on how to make your podcast better, attract more listeners, and create a show that really clicks with your audience. By regularly asking for feedback and making improvements based on what you hear, you can set your podcast up for long-term success.  Podtastic Audio - Podcast Survey 00:00 Introduction  00:30 Show Introduction 01:01 Riverside FM Promotion 02:02 Promo Code Information 02:33 Checking Podcast Stats 03:04 Listener Feedback Importance 04:05 Creating a Podcast Survey 05:07 Importance of Feedback 06:08 Long-term Success and Growth 06:39 Kris and Kristine Show Survey Experience  07:09 Essential Survey Questions 07:40 Discovering the Podcast 08:10 Topics and Themes 09:11 Areas for Improvement 10:12 Listening Frequency 11:14 Preferred Episode Length 12:15 Net Promoter Score 13:15 What Listeners Like Most 14:17 Social Media Engagement 15:19 Interest in Additional Content 16:21 Other Comments or Suggestions 17:22 Benefits of Surveying Audience 18:22 Improving Engagement and Loyalty 18:53 Sponsorship and Monetization 19:24 Podcastic Audio Survey 20:25 Conclusion Thanks so much for listening, I really appreciate it so much. Sign up for my newsletter so you never miss a moment. Podtastic Audio Newsletter The Kris and Kristine Show Podtastic Audio Twitter Instagram LInkedIn    

You've probably heard of the Net Promoter Score, or NPS. But on this episode of the Generation Podcast, Hannah Grove - ex-State-Street CMO and now board member at abrdn - is going to show you how to harness it. She sat down with Max to discuss how Hannah transformed State Street as a marketeer, why NPS should be a CMO's number 1 metric, and why it's so hard to create great content in-house. Partner with us: https://business.finimize.com/Subscribe To Finimize Newsletter: https://finimize.com/

Service recovery can turn dissatisfied customers into loyal patrons. In this video, Jason Littrell shares a strategic approach to guest feedback systems and staff incentives. - Implementing micro Net Promoter Score surveys efficiently. - Optimizing guest feedback and service through real-time responses. - Automating staff rewards and gamification systems. - Understanding and utilizing Q12 surveys for employee engagement. - Developing a service recovery plan to foster long-term customer loyalty. 00:00 Quantifying q twelve survey for team sentiment. 06:44 Service recovery plan creates long-term customer loyalty. 07:50 "It's absolutely insane. See you next week." Title: Innovative Guest Feedback Systems: "So specifically, how we can build in micro net promoter score surveys into every little interaction or as many interactions as is tasteful and as possible." — Jason Littrell [00:00:15 → 00:00:25] "Customer Service Efficiency": "In the rare occasion that that person is busy or or can't talk to you, then they're always gonna get a text back immediately." — Jason Littrell [00:01:16 → 00:01:21] "Quality Assurance in Customer Service:": "One is, like, this person was a dick. I was, like, you know, I'm not happy with the outcome of this call." — Jason Littrell [00:01:52 → 00:01:56] Exceptional Service Experience: "And then 5 means that this is an exceptional service, and I got more than fuzzies and, oh my god, take my money" — Jason Littrell [00:01:56 → 00:01:57] Internal Rewards Gamification: "If you accumulate 500 points, then you are going to get a benefit from this particular Jason. Or, like, or we're gonna send you on a trip, or we're gonna do we're gonna take you out to dinner, or something like that. Something something extra special for just being in a good mood all the time." — Jason Littrell [00:02:45 → 00:03:01] **Understanding Employee Sentiment**: "But we're gonna be able to tell the managers and leadership of a of a bar restaurant, of a group, exactly how well the staff is doing, or how much they like their jobs." — Jason Littrell [00:03:53 → 00:04:04] Customer First Hospitality: "And there are numerous studies that discuss, how well, how somebody feels in any particular day, if they're if they're if they have meaning in their work, how well they, while they serve their customers and never is it higher than in hospitality." — Jason Littrell [00:04:04 → 00:04:20] "Genuine Happiness Over Fake Positives": "We want people to be genuinely happy and and and serve people genuinely from the heart, but we also want them to be rewarded for that." — Jason Littrell [00:05:31 → 00:05:35] Guest feedback, micro net promoter score surveys, call routing, guest services, feedback quality, internal gamification system, Q12 survey, staff sentiment, real-time results, customer empowerment, genuine service, service recovery plan, staff happiness, dynamic staff engagement, bar marketing, innovative solutions, Kinetic Management Systems, beverage brand sales, marketing, NYC, Jason Littrell, hospitality brands, advisor, fractional CMO, CTO.

Episode 236: When telecom rivals offered lower rates and bigger networks, Macquarie bet big on customer loyalty—and won. David Tudehope, Macquarie Technology Group's CEO, joins Rob Markey to discuss Macquarie's competitive differentiator: a bold, customer-centric approach. David co-founded Macquarie to prioritize exceptional customer experience over price and network quality competition. Joining David is Joseph Michelli, author of Customer Magic: The Macquarie Way, who shares a key moment about how a product launch was postponed and short-term profits were sacrificed due to customer need misalignment. "We weren't living our purpose if we proceeded. We had to take our medicine and accept stakeholder disappointment," David recalls. That leadership decision reinforced Macquarie's culture. Transparency and real-time feedback improved employer-customer interactions, workforce engagement, and Net Promoter Scores. Sharing real, exceptional service examples inspired employees to excel when creating memorable customer experiences. Impressive results include exceptional shareholder returns and consistently having Australian telecom's lowest per-customer complaint volume. Guests: David Tudehope, CEO of Macquarie Technology Group, and Joseph Michelli, Ph.D., author of Customer Magic: The Macquarie Way Host: Rob Markey, Partner, Bain & Company Give Us Feedback: We'd love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. Want to get in touch? Send a note to host Rob Markey: https://www.robmarkey.com/contact-rob Time-stamped list of topics covered: (00:00:13 - 00:01:12) Identifying market opportunities by recognizing underserved and overcharged segments in telecom (00:01:12 - 00:03:09) Initial business strategy to develop a better billing system and the importance of customer experience (00:03:03 - 00:04:54) Customer experience as a core value and how making tough decisions helps prioritize customer satisfaction (00:04:54 - 00:06:33) Navigating industry competition and differentiating through customer service in a price-focused market (00:06:28 - 00:12:06) Empowering employees with transparency, real-time feedback, and engagement strategies (00:12:18 - 00:18:19) Overcoming challenges like billing complaints and learning from feedback (00:18:19 - 00:26:28) Cultural reinforcement and how storytelling can inspire employees (00:26:19 - 00:28:12) Continuous improvement in NPS through cultural shifts (00:28:15 - 00:31:32) Self-propelled learning and institutional growth and how to develop a sustainable model for continuous improvement Time-stamped list of notable quotes: (00:05:55) "The customer experience is the compass from which we make hard decisions.” (00:05:43) "Our purpose is making a difference for customers that are underserved and overcharged." (00:8:09) "Macquarie has between zero and two complaints a year." (00:17:03) "Our real-time feedback of customer experience scores to staff has been very powerful." (00:17:38) "When we took our hands off the big levers, we actually got significant change." (00:34:42) "We found that when we educated the person on their bill, they became an advocate for us." (00:30:21) "Storytelling has been transformational for our business." (00:35:55) "Our model is self-learning and self-propelled, and it has been that way for 10 years." Additional Resources: Read Joseph Michelli's book: Customer Magic: The Macquarie Way

this episode, Peter Kujawa joins Dave Sobel to discuss the recently released Service Leadership Profitability Report. The conversation delves into various aspects of profitability, comparing different business models, and highlighting trends within the industry. The report provides valuable insights for MSPs and IT service providers, especially as they gear up for year-end planning.One key finding discussed in the episode is the correlation between customer satisfaction and financial performance. The data reveals that the highest profitability customers also tend to have the happiest customers, emphasizing the importance of quality service delivery and pricing strategies. The discussion goes deeper into analyzing the relationship between Net Promoter Scores and service gross margins, shedding light on the nuances of customer satisfaction and profitability.Another interesting topic explored in the episode is the comparison between private equity-backed MSPs and non-private equity-backed peers. The data suggests that private equity-backed MSPs generally exhibit higher Net Promoter Scores, indicating a positive impact on performance. Additionally, the episode touches on the financial performances across different geographic regions, highlighting operational maturity levels and profitability variations.The episode also delves into the emergence of new providers in the industry and the evolving business models within the MSP space. Insights are shared on the importance of maintaining a healthy mix of services, including managed services, project services, and transactional IT, to drive overall business success. The discussion emphasizes the need for providers to understand the opportunities presented by Best in Class performance and the implementation of hyper-automation for transformative results. All our Sponsors: https://businessof.tech/sponsors/ Do you want the show on your podcast app or the written versions of the stories? Subscribe to the Business of Tech: https://www.businessof.tech/subscribe/Looking for a link from the stories? The entire script of the show, with links to articles, are posted in each story on https://www.businessof.tech/ Support the show on Patreon: https://patreon.com/mspradio/ Want our stuff? Cool Merch? Wear “Why Do We Care?” - Visit https://mspradio.myspreadshop.com Follow us on:LinkedIn: https://www.linkedin.com/company/28908079/YouTube: https://youtube.com/mspradio/Facebook: https://www.facebook.com/mspradionews/Instagram: https://www.instagram.com/mspradio/TikTok: https://www.tiktok.com/@businessoftechBluesky: https://bsky.app/profile/businessoftech.bsky.social

Even with a supportive family and access to quality education, opportunities for meaningful and inclusive work can be scarce for people with disabilities once they reach adulthood. The transition from school to the workforce is often overlooked, exposing a systemic failure to provide equal opportunities for all individuals, regardless of cognitive or physical ability. Ultranauts, a company born from a recognition that cognitive diversity could lead to strategic business success, embodies the transformative power of leveraging neurodiversity in the workforce. The company's approach defies conventional hiring practices by prioritizing abilities over society's perceived limitations. By recognizing the unique talents inherent in neurodiverse individuals, Ultranauts not only addresses a glaring market gap and conducts a profitable technology company (with a Net Promoter Score of 100), but has also pioneered a model of inclusive employment for other companies to implement. We invited Rajesh Anandan, Co-Founder of Ultranauts, to discuss the company's founding and how its model has proven to be effective for both employees and customers, proving that inclusion isn't just a buzzword, but a strategic imperative for business success. Listen for insights on:The business value of cognitive diversity in work teamsMisconceptions that burden neurodiverse adultsStrategies to drive greater inclusion between employees, regardless of cognitive diversity Resources + Links:Rajesh Anandan's LinkedInAbout UltranautsUltranauts Case StudiesUniversal WorkplaceTeamX (00:00) - Welcome to Purpose 360 (00:13) - Ultranauts • Rajesh Anandan (02:21) - Meet Rajesh (09:10) - Mission (10:08) - What Is Neurodivergent? (11:20) - Hiring Using Cognitive Diversity (12:40) - Key Benefits (14:57) - Customers (16:47) - Why Hire Neurodivergent Persons? (18:23) - Universal Workplace (26:46) - Last Word (31:07) - Wrap Up

Key performance indicators (KPIs) help you make strategic decisions in your business. There are many things to measure, so how do you know which KPIs make the most sense and are worth your time to track? Join Dr. Sabrina and her guest, Angie Noll, as they discuss why we need to know our KPIs, what to do with them, and how they can make it easier to run our businesses. Angie Noll is the founder of Reconciled Solutions, which offers accounting and advisory support to businesses that provide professional services. Angie is a Profit First Professional, Fix This Next Certified Advisor, Certified Pumpkin Planner, QuickBooks Online ProAdvisor, and a keynote speaker who brings energy to the room with a relatable and friendly tone. She thrives on helping business owners focus on profit acceleration, efficiency, and sustainability. As a wife and the mother of three teenagers, Angie is a steadfast believer in business sustainability, not only through ensuring long-term profitability but also through lifestyle sustainability. She knows how difficult the journey can be in running a profitable small business AND avoiding entrepreneurial burnout. For Angie, sustainability means managing a flourishing business in coordination with being a keeper of the calendar at home with three kids, two pets, and one sweet husband. Profit by Design is a Tap the Potential Production.Show Highlights:Big moves, lessons learned, and goals achieved by Angie within the last year to take her life backKPIs provide a framework to make easier—and more proactive—decisions.Using the Business Priority Pyramid from Fix This Next by Mike MichalowiczKPIs help us evaluate our effectiveness within the five criteria in the sales pyramid: sales, prospect attraction, client conversion, delivering on commitments, and collecting on our commitmentsMeasuring profitability can be easily overlooked if we only focus on sales. Big mistake!The biggest challenges and solutions for business owners regarding profitabilityWhich is the superior business strategy? Relying on the numbers/data in KPIs vs. relying on your gutUsing the Net Promoter Score as a benchmark to strive for more (What matters most to your clients is probably very different from what you assume!)Angie's advice about the most helpful KPIs to track beyond profit Angie's advice to business owners who don't currently track their KPIs: “Just get started. Ask yourself what it would look like if your business were easy to run, and how you can make it easier.”Links and Resources:Connect with Angie Noll and Reconciled Solutions: Website, YouTube, Facebook, and LinkedInOur Better Business Better Life Jumpstart can help you design your business to be sustainably profitable in every way. This free, five-day workshop will help you realize your vision of business growth with a simplified plan. The upcoming dates are June 24-28. Jumpstart your business to support your life! Sign up today!Retain, grow, and deeply engage your A-players with the Dream Manager Program! The best way to create...

Are you ready to take your business to the next level? In this episode, Justin Goodbread reveals the four key metrics that every business owner must track to build a $10 million business. Learn about Net Promoter Score, Customer Acquisition Cost, Cash Flow from Operations, and EBITDA. With over 30 years of experience and having sold companies for more than $10 million, Justin provides actionable insights and practical advice to help you scale your business. Don't miss out on these invaluable tips. Thank you for joining us today. We hope you found encouragement, inspiration, and valuable insights as you pursue your vision and dreams. The greatest appreciation we could receive is if you share this episode with a fellow business owner. Remember, The Justin Goodbread Show is a Financially Simple production, meant for educational and entertainment purposes. For personalized advice, please consult your professional advisors.

Transforming Customer Experiences One Interaction at a Time Shep Hyken interviews Brian Higgins, Chief Customer Experience Officer of Verizon Consumer Group. He talks about how every interaction can shape brand perception and how to use AI to enhance customer and employee experience.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Will AI replace human employees?  How can AI and human employees work together to enhance customer service?  Why should companies prioritize customer experience?  What is the role of AI in improving the interaction between employees and customers?  In what ways can AI personalization impact customer loyalty and retention?  Top Takeaways:    The customer experience is essential for any business. It plays a role in attracting and keeping customers. It affects how customers perceive the brand, its products, and pricing. An exceptional experience keeps customers coming back and builds brand love.     Technology is transforming customer experience. Companies use AI to provide employees with real-time information, helping them better assist customers and enhance the overall experience.    Instead of replacing jobs, AI empowers employees by working alongside them. This allows them to focus on interpreting and sharing information with the customer in a way that best suits their needs, whether empathetic, energetic, enthusiastic, detailed, or simplified.     Digital interactions are crucial for enhancing the customer experience, but they must be organic. Brands need to ensure that their customers want to interact with them digitally, and when they do, it needs to be seamless.     The employee experience is closely linked to the customer experience. If the employees are unhappy and don't feel they have the right policies and tools, your customers will not have a good experience.    AI can simplify complex business interactions and lead to a more customer-centric experience. By using predictive and generative AI, businesses can anticipate what customers need, offer relevant deals, and make complex information easier for employees to understand and relay to customers.    Brands must prioritize creating a positive impact in every interaction, keeping in mind that it may be the customer's only interaction with you in a long time. The role of every employee is to prioritize each interaction as a key moment, recognizing that it can significantly impact the brand and Net Promoter Score. By focusing on delivering amazing experiences every time, employees can play an essential role in building brand love and long-term customer relationships.    Plus, Shep and Brian discuss how Verizon continuously monitors and mitigates pain points at every stage of the customer journey. Tune in!  Quote:   "Empowering your employees to quickly and correctly address any breakdown in the customer experience is crucial. Ensure you provide them with the tools to engage with customers effectively."  About:    Brian Higgins is Verizon Consumer Group's Chief Customer Experience Officer. He ensures that Verizon employees have the right tools, capabilities, and resources to excel at delivering amazing customer experiences.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Learn More About Attending the Highest Rated and Most Reviewed Business Workshops On the Planet Hosted by Clay Clark In Tulsa, Oklahoma HERE: https://www.thrivetimeshow.com/business-conferences/ See the Thousands of Success Stories and Millionaires That Clay Clark Has Helped to Produce HERE: https://www.thrivetimeshow.com/testimonials/ Clay Clark Testimonials | "Clay Clark Has Helped Us to Grow from 2 Locations to Now 6 Locations. Clay Has Done a Great Job Helping Us to Navigate Anything That Has to Do with Running the Business, Building the System, the Workflows, to Buy Property." - Charles Colaw (Learn More Charles Colaw and Colaw Fitness Today HERE: www.ColawFitness.com) Download A Millionaire's Guide to Become Sustainably Rich: A Step-by-Step Guide to Become a Successful Money-Generating and Time-Freedom Creating Business HERE: www.ThrivetimeShow.com/Millionaire See Thousands of Actual Client Success Stories from Real Clay Clark Clients Today HERE: https://www.thrivetimeshow.com/testimonials/ See Thousands of Case Studies Today HERE: www.thrivetimeshow.com/does-it-work/

It is common for customers to return to your brand when they feel valued and enjoy the overall experience. Having that culture of appreciation within your business, where your team members or your internal customers feel valued and recognized for their great work, will also reflect on your external customers' experience.  Today, I am flying solo to share with you the secret to building a perfect customer experience.  In this episode, I will talk about the most important questions to ask your internal and external customers. I will also discuss how I have been using Net Promoter Score (NPS) to measure customers' experience. Topics include: Differences between an internal and an external customer What is Net Promoter Score (NPS) and how is it calculated Three questions I always ask my team members The importance of having an appreciation culture at work Five questions to build a perfect customer experience And other topics… Resources mentioned: Net Promoter Score: https://www.netpromoter.com/  ScaleMAP Method: https://www.dariusclass.com/training-video  Connect with Darius: Website: https://therealdarius.com/ Linkedin: https://www.linkedin.com/in/dariusmirshahzadeh/ Instagram: https://www.instagram.com/imthedarius/ YouTube: https://therealdarius.com/youtube Book: The Core Value Equation https://www.amazon.com/Core-Value-Equation-Framework-Limitless/dp/1544506708 Learn more about your ad choices. Visit megaphone.fm/adchoices

Join host Jeff Dudan as he welcomes Fred Reichheld on today's episode. Fred, recognized as the godfather of the Net Promoter Score (NPS), discusses his pivotal role in reshaping customer relationship management. This episode dives into Fred's insights on enhancing customer satisfaction and building long-term loyalty. Want to own your own business? Take our business ownership quiz: https://podcast.homefrontbrands.com/en-us/business-ownership-quiz?hs_preview=UuqYSzMR-159529547022For your FREE Discernment eBook: https://podcast.homefrontbrands.com/en-us/discernmentJoin our Exclusive Facebook Group: https://www.facebook.com/groups/1442332473300030/ Visit our Instagram: https://www.instagram.com/thehomefrontpod/Tune in on YouTube: https://www.youtube.com/@thehomefrontpod?sub_confirmation=1Join and be a part of On The Homefront: https://linktr.ee/homefrontpodcastConnect with Jeff Dudan: https://www.linkedin.com/in/jeffdudan Connect with Fred: https://www.linkedin.com/in/fredreichheld/For more on the Net Promoter System: https://www.netpromotersystem.com/Order Fred's Book, ‘Winning on Purpose': https://www.netpromotersystem.com/books/winning-on-purpose/