Podcasts about net promoter score

Ep 277 Why VAs Fail (And How to Fix It) with Barbara Turley   If your A-players are bogged down in busywork—or worse, you're the bottleneck—then this episode is your wake-up call. The true cost of bad delegation isn't just time—it's lost momentum, missed profit, and mental burnout.   Why Your Team's Wasting Time (And Bleeding Profit) Most business owners know they're leaving money on the table—but they don't realize just how much it's costing them. The real profit leak? It's not your marketing. It's not your pricing. It's your people strategy—or more accurately, your lack of one. When your A-players spend half their day buried in tasks a trained assistant could do, you're not just wasting time. You're eroding profit, burning out staff, and stunting growth. In this eye-opening episode, Barbara Turley exposes the hidden cost of messy operations, bad delegation, and hiring without process—and offers a blueprint to fix it.   In This Episode, You'll Learn: The #1 reason delegation fails (hint: it's not your VA). How to build systems that free your best talent to focus on growth. Why your P&L doesn't show your biggest profit leak. The profit-first approach to optimizing human capital. What scalable delegation really looks like in a 350-person company.   Key Takeaways (A.K.A. Expensive Blind Spots): Hiring a VA without systems is like putting a race car driver in a junkyard car. Most businesses bleed profit by forcing A-players to do admin work. Bad delegation isn't about bad people—it's about bad process. High growth with low structure = burnout, churn, and cash chaos. Without an operational foundation, strategy is worthless.   Meet Barbara Turley: Barbara Turley is the Founder & CEO of The Virtual Hub, a 350-person global VA firm that's helped over 200 founders escape the weeds and scale smarter. With a background in equity trading and financial strategy, Barbara brings a sharp operational lens to business growth. Her company boasts a 95% Net Promoter Score, a 4.8-star client rating, and a track record of 50% year-over-year growth. She's the systems whisperer behind countless business transformations—and a fierce advocate for optimized human capital.   Links: https://www.linkedin.com/in/barbara-turley/  www.thevirtualhub.com FREE Delegation Masterclass: https://www.thevirtualhub.com/outsourcing-mastery-masterclass-sign-up/   Your Business Is Only as Scalable as Your Systems If your A-players are bogged down in busywork—or worse, you're the bottleneck—then this episode is your wake-up call. The true cost of bad delegation isn't just time—it's lost momentum, missed profit, and mental burnout. Listen now and discover how to systematize your delegation, optimize your people strategy, and finally scale with sanity.   Watch the full episode on YouTube: https://www.youtube.com/@profitanswerman Sign up to be notified when the next cohort of the Profit First Experience Course is available! Profit First Toolkit: https://lp.profitcomesfirst.com/landing-page-page  Relay Bank (affiliate link): https://relayfi.com/?referralcode=profitcomesfirst Profit Answer Man Facebook group: https://www.facebook.com/groups/profitanswerman/ My podcast about living a richer more meaningful life: http://richersoul.com/ Music provided by Junan from Junan Podcast Any financial advice is for educational purposes only and you should consult with an expert for your specific needs.   #ProfitFirst #BusinessGrowth #CashFlowFix #SmartScaling #RevenueLeaks #ProfitClarity #OwnerPay #StrategicFinance

In dieser Episode meines Podcasts Positiv Führen spreche ich mit Christoph Müller-Höcker über Mindfulness und achtsame Führung in Unternehmen. Einige der Themen: - Was bedeutet Mindfulness für Führungskräfte – und was nicht? - Der Business Case für Achtsamkeit: Warum investiert die Allianz in Mindfulness? - Praktische Tools wie der "physiologische Seufzer" und die "Minute des Ankommens" - Typische Widerstände und Missverständnisse gegenüber Achtsamkeit im Business - Zielgruppen und Demographics: Wer nutzt Mindfulness-Angebote – und wer sollte sie (mehr) nutzen? - Wie man Achtsamkeit am besten in Organisationen einführt (und wie man es versemmelt) Über den Gast: Christoph Müller-Höcker ist Group Mindfulness Lead der Allianz Gruppe. Er verantwortet als "Unternehmer im Unternehmen" weltweite Mindfulness-Programme für Mitarbeiter und hat eine Community von 8.000 Menschen aufgebaut. Seine Arbeit zeigt beeindruckende Zahlen: 100% Net Promoter Score, 4,6 Sterne Bewertungen und täglich rund 100 Teilnehmende bei Meditation-Sessions, die regelmäßig von positiven Effekten auf Fokus, Stressreduktion, Resilienz und Empathie berichten. Nach einer berufsbegleitenden Ausbildung zum Public Relations-Berater hat Christoph Soziologie mit Betriebswirtschaft und Psychologie studiert. In seinem bald 20-jährigen Berufsleben widmete er sich schwerpunktmäßig dem Thema Transformation, Veränderung und Wachstum von Menschen und Organisationen, arbeitete langjährig als Unternehmensberater und war zuletzt global für das Thema Organisationsentwicklung und Veränderungsmanagement als Head of Organizational Change bei dem internen Technologie-Partner Allianz Technology verantwortlich. Ihnen, Euch und Dir viel Freude und Anregung beim Zuhören! Weitere Infos zu mir auf positiv-fuehren.com. Kritik, Fragen, Wünsche gern an kontakt@positiv-fuehren.com Wem die Folge gefallen hat – mein Podcast und ich freuen sich über Bewertungen, Abos und/oder Rezensionen auf Apple Podcasts oder Spotify. Danke! Sämtliche weiteren Folgen findet Ihr hier: [positiv-fuehren.com/podcast](https://positiv-fuehren.com/podcast) – oder auf diversen Podcast-Plattformen. _____ Für Dich vielleicht spannend: Schon angemeldet für mein neues Programm Mindfulness-based strengths practice (MBSP) für Führungs- und Personalkräfte im Herbst?

Episode 249: When “revenge travel” brought guests roaring back to Four Seasons Hotels, they capped occupancy, turning away guests and revenue. Scott Taber, senior vice president of global hospitality, describes the Four Seasons philosophy: No points, no perks. Just great properties, individual recognition, personal service, and an emphasis on making sure the first five minutes after check-in are spectacular. That belief was put to the test when the world started traveling again and labor gaps persisted at the end of the pandemic. The company had a choice: chase revenue or protect intimacy. It chose intimacy. To avoid overextending staff and diluting the experience, Four Seasons capped occupancy. The organization focused on preserving what Scott calls the “first five”: those opening minutes that define a guest's stay. “People want to see your eyes and your teeth,” he says. They want to be recognized, not processed. That doesn't mean resisting tech. Four Seasons embraced tools that support connection: a CRM “golden record” surfaces each guest's preferences so staff can deliver personal touches at scale. They also rolled out a proprietary 11-platform chat tool that helps staff resolve 80% of requests within 90 seconds. Last year, they set an NPS record.  Culture provides the foundation for the organization's enduring success. Recruiting favors empathy, veterans mentor newcomers, and managers celebrate tiny moments of recognition as fiercely as revenue. With management contracts that stretch a whopping 80 years, Four Seasons plays the long game: culture first. For Four Seasons, the strongest currency isn't points, but people. Guest: Scott Taber, Senior Vice President for Global Hospitality, Four Seasons Hotels Host: Rob Markey, Partner, Bain & Company Give us feedback: Customer Confidential Podcast Feedback Send us a note: Contact Rob Topics Covered: 00:04 How occupancy caps protect service under pressure 00:12 No points program means loyalty through recognition 00:20 Salesforce “golden record” and how it personalizes at scale 00:30 The benefits of their chat platform that responds instantly to guests 00:35 Getting culture right, like hiring empathetic staff and having veterans mentor newcomers 00:41 How their 80-year contracts reinforce a culture-first strategy Notable Quotes: 00:02 “It's the service excellence that we want to have in our properties every single day, and making sure that we have the right tools, training, support, structure, to truly bring that to life. And all while creating great jobs and helping to have amazing leaders and supporting them to create great memories and experiences for our guests.” 00:03 “We had a record year last year with our guest experience score, Net Promoter Score.” 00:11 “Our typical management agreement is 80 years. We want to be with this hotel, we want to be with this project, for the long term. It's the vision of Mr. Sharp [Four Seasons' founder] committing himself to the property and us being committed to the property for that period of time. I think there are some pretty good foundational elements to keep us going for a long time to come.” 00:12 “ [Customers] want to be remembered and appreciated for their business. Four Seasons doesn't have a loyalty program. We're a small brand: 133 hotels. So, how do we do that in a way that is thoughtful and that helps our employees to be able to remember our guests in the right way?” 00:25 “We want to hire for attitude and teach the skills. So you are looking for someone who wants to connect with that guest and be in sync with what that guest needs at that moment. And that comes with how we teach and how we coach that behavioral side to engage with the guests—what's important for them in the moment.” Additional Resources: Connect the dots between the present and the past with our Customer Confidential podcast from 2016, Inside the Four Seasons Approach to Five-Star Service Learn more about how Four Seasons was impacted by Covid-19 in our brief: The Power to Change

What You'll Learn:Why the “Rule of Three” is a leadership game changerThe origin and impact of Atlas' TEDx talk: Start with WhoWhat pirate leadership teaches us about trust and motivationWhy success leaves clues—and how to collect themThe mindset shift from chasing opportunities to choosing legacy Leadership Gold:“Every leader I've admired kept it simple: People. Time. Money.” The Rule of 3.  Resources & Links:Download Atlas' "Best-Selling Book" ProcessWatch his TEDx Talk: Start with WhoConnect with Atlas on his podcast: TargetedAnd, follow him on LinkedIn for more great insights.  

In today's episode of the Second in Command podcast, Cameron reveals a transformative approach to measuring and improving workplace culture—one that many businesses overlook despite its powerful potential: The employee Net Promoter Score. (NPS)You'll hear about a deceptively simple metric that goes beyond typical satisfaction scores, revealing the true pulse of a company's internal health. The conversation digs into why traditional methods often miss the mark and how a single question can unlock deep insights about employee sentiment, driving meaningful change without breaking the bank.Get a look behind the scenes of real companies that leveraged this tool to climb the ranks of the best workplaces nationwide, illustrating how culture can become a strategic advantage. From thoughtful ways to gather actionable feedback to surprising tactics that boost morale and loyalty, the discussion explores how cultivating happiness at work directly fuels productivity and profitability. Along the way, you'll discover how leaders can shift mindsets, set ambitious goals, and create a workplace where people genuinely want to stay—and thrive.Whether you're aiming to retain top talent, enhance teamwork, or simply understand what truly matters to your people, this conversation offers a roadmap to reimagine what a workplace can be.If you've enjoyed this episode of the Second in Command podcast, be sure to leave a review and subscribe today!Enjoy!In This Episode You'll Learn:How a simple one-question survey, the Net Promoter Score (NPS) can gather important feedback and improve company culture. (3:27)Why the process of gathering employee feedback is similar to writing a letter to Santa, as well as the importance of acting on that feedback. (4:33)Strategies for improving NPS, including setting ambitious goals and celebrating achievements. (10:59)The need to balance employee happiness with profitability, and why a high NPS can lead to increased revenue and profitability. (11:46)The impact of external competition and the importance of a strong company culture to retain employees. (12:27)And much more...Resources:Connect with Cameron: Website | LinkedInGet Cameron's latest book – "Second in Command: Unleash the Power of Your COO"Get Cameron's online course – Invest In Your Leaders

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training Ever wonder what separates a $1M agency from a $30M agency? It's not just better SEO or more employees. It's how you run the business behind the scenes. We sat down with today's featured guest to dig into what's powered his insane growth from barely crossing seven figures back when we first met… to now staring down $35–$40 million in pure service revenue. He's sharing some great advice on the evolution of his role as CEO, his new-found love for podcasting, and all kinds of golden nuggets for agency currently in the “no man's land”. Chris Dreyer is the CEO of Rankings.io, a law firm marketing services agency that delivers exceptional results for attorneys without compromising on customer service. He'll discuss his agency's substantial growth from under a million to over $30 million in revenue, his reliance on data and key performance indicators (KPIs), the transformative role of AI in various aspects of his operations, the importance of in-person client meetings for building relationships, and much more. If you're still guessing your numbers or putting off tracking your team's time — you'll want to pay attention. In this episode, we'll discuss: The CEO's true job. Hidden agency growing pains. The key to client happiness. In-person hustle and outbound sales. Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources This episode is brought to you by Wix Studio: If you're leveling up your team and your client experience, your site builder should keep up too. That's why successful agencies use Wix Studio — built to adapt the way your agency does: AI-powered site mapping, responsive design, flexible workflows, and scalable CMS tools so you spend less on plugins and more on growth. Ready to design faster and smarter? Go to wix.com/studio to get started. Why Data Became Like a Religion Back when Chris and I first locked ourselves in a tiny Atlanta room for a workshop, Rankings.io was barely peeking over the $1M mark. He was still deciding who to serve and how. Fast forward about 8-9 years to today, and he says there's no bigger reason for his success than his top-to-bottom data obsession. Most agency owners track just enough to feel busy: a few pipeline numbers, maybe close rates if they're fancy. But Chris tracks everything. He knows the lifetime value of a client paying $5K a month versus $10K a month. He knows exactly how each account manager's retention rate impacts revenue. He even scores sales reps like a fantasy football league. And it's not just vanity metrics. If an account manager is great at keeping clients but terrible at preserving the original retainer size, they fix it. If time tracking shows poor utilization? They fix it. It's relentless. The big unlock for him was getting a real CFO to build this machine — and shifting from QuickBooks to more robust systems like Sage. No more flying blind or hoping for the best. If you don't know your LTV, churn, win rates, and retention by the exact dollar, you're leaving growth up to luck. How AI Became His Secret Weapon (and Why You Should Care) Most agency owners dabble in AI: a blog here, a few prompts there. Chris has gone full cyborg. Every single month, his team uploads their entire reporting package into ChatGPT. They don't just glance at dashboards — they get an AI board of advisors that points out trends, flags issues, and even suggests campaigns based on sales funnel leaks. If they have clients applying but not booking, the AI says: launch a re-engagement sequence. If they're not sure why the expense spike looks off, the AI will cross-check it with your event calendar. Chris used to hate looking at financials — now AI does the heavy lifting. When it comes to AI agents, they're not doing as much and prefer to use AI assistants for content, link building, and optimization. He even has an AI board of advisers with different personalities. This isn't replacing people. It's leveling them up. It's like strapping a rocket to every role — so you can do more without burning out your team. If you're not leaning on AI for context and next steps, you're probably making slower (and worse) decisions than your competitors. The CEO's True Job: Gotta Catch ‘em All Now that he's running an agency pushing $40M in service revenue (not pass-through, real revenue) Chris defines his role as: “Playing people Pokemon. Gotta catch ‘em all. I get the clients, and my president keeps them.” He sets the vision, runs point on marketing and sales, hosts the podcast, and stays the face of Rankings.io. Meanwhile, his right-hand man, Stephen, owns retention and delivery. This split lets Chris hunt big opportunities without getting bogged down in fulfillment fires. It's the perfect example of how an owner's role must evolve. If you're still stuck in the weeds, wearing every hat, and calling that “leadership” — you're capping your agency's growth. The goal isn't to do everything. It's to build a team that does everything better than you ever could alone. And Chris's story is living proof. The Hidden Growing Pains Nobody Warns You About Ever heard of the dreaded “no man's land” for agencies? For Chris, it began after he crossed the $8M to $10M mark and things got painfully awkward fast. In this stage, you're forced to hire the roles that don't directly bring in revenue: HR, finance, middle managers. Suddenly, your once-scrappy margins start leaking everywhere. It feels counterintuitive, all these new salaries, and yet no extra billables. But here's the catch: this is the awkward but necessary step that'll set you up with the infrastructure to move from $10M to $15M, $20M or beyond. This is generally the zone where you feel like an imposter CEO — one foot in the hustle, one foot in the corporate world you swore you'd never build. The truth is, every growing agency owner faces this inflection point. And if you get it right, you build a structure that can handle scale. If you get it wrong, you risk staying stuck at the same revenue ceiling year after year. You Can't Turn It Off — And Maybe That's Okay Most founders agree they find it difficult to turn their business brain off, and honestly, they don't want to. Business is the hobby. While their kids are at soccer practice, their brain is rewriting the service agreement or tweaking a proposal. Sure, there's a cost. Vacations come with podcast episodes in the car. Weekends sometimes mean scanning P&L spreadsheets. But, as Jason and Chris admit: the key to staying sane isn't to “balance it perfectly” — it's to have the right partner who gets the obsession. Because when you're building a business that supports dozens, even hundreds of families, switching it off just isn't realistic. So you find the support system that lets you go all in and come home for dinner. Why Core Values Actually Matter Early on, you might roll your eyes at “company core values.” Chris admits he did and saw it as just a lot of fluff. But once you're managing 50, 100, or more people, vague values don't cut it — you need a shared language to protect the culture. His agency now runs on three non-negotiables: Excellence (do great work, always) Execution (don't just talk, get it done) Grit (stick with hard things for the long haul) While he used to rely on platitudes like “team player” — he sees now that the wrong person will be weeded out fast as long as the core values are clear. He also bails at the mention of “work-life balance” in an interview. Because for this team, the culture is built for people who like working hard. The Surprising Key to Client Happiness Think your killer case studies will keep clients happy forever? Think again. Client happiness is very subjective and your biggest churn risk isn't bad work — it's bad relationships. Sure, you can track Net Promoter Scores all day. But real retention comes from catching early warning signs, which Chris calls “saves”. A client going quiet, missing calls, or hinting they're not vibing with an account manager should be signs to take action, if you start tracking them, as he has. And here's the overlooked move more agencies need to revive: visit your clients in person. Everyone's got Zoom fatigue. Booking a flight and breaking bread goes a long way toward making you not just a vendor, but a trusted partner. How In-Person Hustle and Outbound Hunting Keep You on Top Even with all the fancy dashboards, AI copilots, and mega forecasting tools, Chris and his president still jump on planes to shake hands with clients. They even budget for it. When you're running a high-ticket service where each client can be worth $125,000 or more over their lifetime, dropping a couple grand to show up in person is a no-brainer. It's how you show you care more than the next guy who's sending templated emails and hiding behind Slack. Chris's take is simple: Want to stand out? Do what you say you're going to do. Show up. Make your clients look like heroes. When a big-name CEO flies out to see you — even if you didn't sell them the deal — you remember that. Big relationships should get the handshake treatment. Using AI for Confidence in an Agency Acquisition Chris didn't buy another agency until he was already pushing $30 million, while most owners pull that trigger way earlier to leapfrog plateaus. Why wait? According to Chris, he didn't have the confidence to do it. Until AI changed that. He used ChatGPT to run diligence questions, draft the LOI, check for financial holes, and sanity-check the entire earnout structure. Sure, he has a great CFO — but that AI second brain made the whole thing faster and way less intimidating. Now that he's got the first deal under his belt, he's hungry for more. That's how scale works: get clarity, take the shot, rinse and repeat. Pro tip: If you're scared to buy, partner, or hire, dump your numbers into AI. Ask it what it would worry about if it were buying you. It'll show you every skeleton in the closet — so you can fix them now. Why Outbound Sales is Your Insurance Policy Chris used to be very resistant to doing outbound but now it is saving him from the Google rollercoaster. Inbound is sexy when it works. But we all know it can be feast or famine. Algorithms change. Referrals dry up. And you're stuck hoping this month's pipeline looks like last month's. After getting tired of hoping, Chris built an outbound team that's now about 30 people deep. He's got BDRs making 50 high-quality calls a day, sending out handwritten notes with books, running multi-channel outreach, and gifting prospects to cut through the noise. Each practice area has its own sales enablement rep feeding lists, building sequences, and arming the closers with context. It's consistent and it means Rankings.io can hunt, not just fish. Big lesson: if you don't control at least three lead sources (inbound, outbound, and strategic partners), your agency's growth is on borrowed time. Don't put all your eggs in Google's basket. Outbound is insurance. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.

How did a simple t-shirt brand built on optimism grow into a $150 million business? Life Is Good president Tom Hassell shares how the company reshored production, adopted print-on-demand, and stayed committed to purpose-driven growth.For more on Life Is Good and show notes click here. Subscribe and watch Shopify Masters on YouTube!Sign up for your FREE Shopify Trial here.

In this episode of the Veterinary Leadership Success Show, we're pulling back the curtain on something that's quietly sabotaging teams across the veterinary profession: disengagement.I'm joined by Oliver Loveday, our Head of Community, to talk about the early findings from our Veterinary Employee Engagement Benchmark Study (VEEBS). We've had over 80 practices take part already, and the results are both sobering and full of opportunity.What we're seeing is a consistent, avoidable gap – a breakdown in day-to-day communication, appreciation, and leadership follow-through. And it's happening in practices where the leaders genuinely care, but are overwhelmed, overstretched, or just don't have the systems in place to stay connected.This episode is a wake-up call and a guide. We unpack the biggest blind spots that are showing up in the data, from feeling ‘too nice to lead' to ‘trust that's really avoidance' and we offer practical advice to help you reconnect with your team before the wheels fall off.If you've ever thought “but I'm trying to lead well, so why isn't it working?”…this episode's for you.Episode Outline:00:00 – Why we created VEEBS and what it measures02:15 – The courage to ask hard questions04:40 – Net Promoter Score vs real engagement08:10 – What we're learning from 80+ practices12:00 – The feedback famine: no system, no support15:00 – Growing pains: why teams break at 12–15 people18:30 – Too kind to lead? Why empathy needs boundaries21:00 – Lack of appreciation = lack of love24:00 – How to join the VEEBS study (for free!)Want more leadership tools in your corner?Follow me: @drdavenicolCheck out: Veterinary Leadership AcademyWant to take part in VEEBS? Sign up here: drdavenicol.com/get-your-enps If this episode helped you see something in a new light, leave a review on iTunes or send it to a fellow leader who might need to hear it. That's how we build stronger teams, one small step at a time.Mentioned in this episode:Mentioned in this episode:Is managing conflict and stress within your team becoming a daily struggle? Are strained relationships and unresolved tensions holding your veterinary practice back? For many practice owners, navigating the complexities of team dynamics can be overwhelming. Without the right skills, stress and conflict can quickly escalate, affecting your practice's culture and performance. At the Veterinary Leadership Academy, we specialize in helping practice owners develop the skills to manage conflict and reduce stress. Our program will teach you effective communication strategies, how to handle difficult conversations, and ways to foster a positive, collaborative team environment. With weekly group coaching sessions, you'll receive ongoing support to address these challenges head-on. The course is fully online, accredited, and open for applications now. Visit drdavenicol.com/veterinary-leadership-academy to apply today. Don't let conflict and stress undermine your practice. Equip yourself with the tools to lead a harmonious, high-performing team. Visit drdavenicol.com/veterinary-leadership-academy now.

Send us a textUnlocking the Secrets of Go-to-Market Success: The Top 10 KPIs You Need to TrackIn this episode, we dive deep into the essential metrics every business leader and marketer should monitor to ensure their go-to-market (GTM) strategy is on track. Whether you're launching a new product, entering a new market, or refining your sales process, understanding the right key performance indicators (KPIs) can make all the difference between success and stagnation.Join us as we break down the top 10 KPIs that provide actionable insights into your GTM effectiveness:Customer Acquisition Cost (CAC): Discover how much it really costs to win a new customer and why optimizing this metric is crucial for profitability.Customer Lifetime Value (CLV): Learn how to calculate and maximize the total revenue a customer brings over their relationship with your brand.Monthly and Annual Recurring Revenue (MRR & ARR): Track your revenue growth and forecast future performance with these foundational metrics.Net Promoter Score (NPS): Gauge customer satisfaction and loyalty to identify advocates and areas for improvement.Return on Ad Spend (ROAS): Ensure your marketing investments are delivering measurable returns.Support Tickets: Monitor customer issues and feedback to enhance your product and customer experience.شف أسرار نجاح استراتيجية الدخول إلى السوق: أهم 10 مؤشرات أداء يجب تتبعهافي هذه الحلقة، نغوص في أعماق أهم المؤشرات التي يجب على كل قائد أعمال ومسوق مراقبتها للتأكد من أن استراتيجية الدخول إلى السوق (GTM) تسير في الاتجاه الصحيح. سواء كنت تطلق منتجًا جديدًا، أو تدخل سوقًا جديدًا، أو تعمل على تحسين عملية المبيعات، فإن فهم مؤشرات الأداء الرئيسية الصحيحة يمكن أن يصنع الفارق بين النجاح والتراجع.انضم إلينا بينما نستعرض أهم 10 مؤشرات أداء توفر رؤى عملية حول فعالية استراتيجيتك:تكلفة اكتساب العميل (CAC): تعرف على التكلفة الحقيقية لجذب عميل جديد ولماذا يعد تحسين هذا المؤشر أمرًا حاسمًا للربحية.قيمة عمر العميل (CLV): تعلم كيفية حساب وتعظيم إجمالي الإيرادات التي يجلبها العميل طوال علاقته مع علامتك التجارية.الإيرادات الشهرية والسنوية المتكررة (MRR & ARR): تابع نمو إيراداتك وتوقع الأداء المستقبلي من خلال هذه المؤشرات الأساسية.مؤشر صافي المروجين (NPS): قِس رضا العملاء وولاءهم لتحديد الداعمين ومجالات التحسين.العائد على الإنفاق الإعلاني (ROAS): تأكد من أن استثماراتك التسويقية تحقق عوائد ملموسة.تذاكر الدعم: راقب مشاكل العملاء وملاحظاتهم لتحسين منتجك وتجربة العملاء.معدل تحويل المبيعات: اكتشف مدى فعالية تحويل الفرص إلى عملاء فعليين.معدل فقدان العملاء (Churn Rate): راقب معدل مغادرة العملاء لتقليل الخسائر وتعزيز النمو.مدة تهيئة العميل الجديد: قِس الوقت الذي يستغرقه العميل الجديد ليبدأ في تحقيق القيمة من منتجك.حجوزات العروض التوضيحية: تابع عدد العملاء المحتملين الذين يطلبون تجربة المنتج.استمع الآن لتتعرف على كيفية استخدام هذه المؤشرات في تحسين استراتيجيتك وتحقيق أهدافك التجارية! Support the showSupport the Podcast on:https://www.paypal.com/paypalme/okuwatly?locale.x=en_UShttps://www.buymeacoffee.com/MaBa3refSubscribe to Maba3ref Newsletter:https://maba3refbranching.beehiiv.com/Connect with Maba3ref Podcast:https://www.instagram.com/maba3refbyomarConnect on TIKTOK:https://www.tiktok.com/@okuwatly

Get Your Free SEO Audit HereCX Index here In this episode of Ecommerce Australia, host Ryan Martin sits down with Mareile Osthus, ex-CCO of The Iconic and now co-founder & CEO of Humii, Australia's leading online mystery shopping powerhouse. Mareile reveals how traditional metrics like Net Promoter Scores fail modern e-commerce brands and how Hume's real-time, unbiased mystery shopping data is exposing hidden friction points that cost retailers millions in lost revenue and repeat customers.Tune in to discover:✅ Why your NPS is lying to you, and what to track instead✅ How to spy on your competitors' real CX without integrations✅ The shocking average refund times hurting Aussie retailers✅ Common blind spots killing conversion & repeat purchase rates✅ How small to medium brands can harness enterprise-grade insights on a startup budgetIf you think your customer journey is ‘good enough', think again. This episode will challenge you to benchmark, fix blind spots fast, and turn your CX into an unbeatable growth engine.

This episode features Brandy Burch, Chief Executive Officer at Benefitbay. Brandy dives into the benefits of individual coverage health reimbursement arrangements and how they create cost-saving opportunities while improving the patient experience. She shares how Benefitbay drives strong Net Promoter Scores to keep their approach member-centric and highlights the importance of communicating outcomes back to employers.

This episode recorded live at the Becker's 3rd Annual Spring Payer Issues Roundtable features Samuel Wollner, Vice President, Strategy and Partnerships, EmblemHealth. He shares how EmblemHealth is advancing health equity, leveraging Net Promoter Score for improvement, and focusing on deep community engagement to transform care delivery across New York.

This episode recorded live at the Becker's 3rd Annual Spring Payer Issues Roundtable features Samuel Wollner, Vice President, Strategy and Partnerships, EmblemHealth. He shares how EmblemHealth is advancing health equity, leveraging Net Promoter Score for improvement, and focusing on deep community engagement to transform care delivery across New York.

In this episode of Elevate Care, host Kerry Perez speaks with Ben Harber, Vice President of Interim Solutions at B.E. Smith, about the critical role of interim leadership in healthcare. They discuss the unique challenges and opportunities that arise during leadership transitions, the importance of finding the right fit for interim leaders, and how these leaders can drive transformational change within organizations. Ben shares insights on the appeal of interim leadership careers and emphasizes the need for healthcare systems to view interim leaders as valuable assets rather than mere vacancy fillers. The conversation concludes with a focus on maximizing ROI through effective interim leadership.Chapters00:00 Introduction to Interim Leadership03:09 The Importance of Interim Leadership in Healthcare06:09 Finding the Right Fit for Interim Leaders09:10 The Appeal of Interim Leadership Careers12:12 Maximizing ROI with Interim Leaders15:00 Conclusion and Key Takeaways  About BenBen Harber leads the Interim Leadership organization for B.E. Smith Leadership Solutions. As an accomplished healthcare executive, he brings years of progressive operational leadership experience to his role. Ben provides strategic vision, leadership, and direction to B.E. Smith Leadership Solutions and is widely regarded by clients and candidates as one of the most respected leaders in the industry. With nine years at B.E. Smith, he has consistently delivered increased value and improved efficiencies for client partner organizations.Ben is recognized as an expert in multi-site healthcare operations, large medical group management, ACO operations, product management, large-scale revenue operations, reinsurance, and health plan provider contracting. As a turnaround operations leader, he has provided insight and expertise across more than 8,000 engagements during his tenure at B.E. Smith.Before joining B.E. Smith, Ben spent nearly a decade at DaVita, where he achieved significant success. His accomplishments included reorganizing and turning around DaVita's revenue operations, setting records in managing the peritoneal dialysis product line, and developing the framework for the first renal-focused ACO. His passion for early identification of end-stage renal disease led him to create the globally recognized website, KidneySmart.org.Prior to DaVita, Ben spent seven years at GE Capital's healthcare reinsurance division, where he developed a managed care network to assist reinsurance customers with catastrophic and first-dollar risk. During his time at GE, he launched Net Promoter Score surveying for a $10 billion unit and served as an expert in sales force effectiveness, purchase likelihood, and customer loyalty.Ben holds a Bachelor of Administration in Finance and a Master of Business Administration from Rockhurst University in Kansas City, Missouri. He also earned Six Sigma Black Belt and Lean certifications from GE Capital. Active in his community, Ben serves on several civic boards. Sponsors: Discover how WorkWise is redefining workforce management for healthcare. Visit workwise.amnhealthcare.com to learn more.About The Show: Elevate Care delves into the latest trends, thinking, and best practices shaping the landscape of healthcare. From total talent management to solutions and strategies to expand the reach of care, we discuss methods to enable high quality, flexible workforce and care delivery. We will discuss the latest advancements in technology, the impact of emerging models and settings, physical and virtual, and address strategies to identify and obtain an optimal workforce mix. Tune in to gain valuable insights from thought leaders focused on improving healthcare quality, workforce well-being, and patient outcomes. Learn more about the show here. Find Us On:WebsiteYouTubeSpotifyAppleInstagramLinkedInXFacebook Powered by AMN Healthcare

In this episode of Polishing Profits, hosts Mark Anderson, Sharon Cowan, CBSE, and Ed Selkow dig into one of the most critical — and underused — tools in the janitorial world: structured customer feedback.If your only customer communication happens when something goes wrong… you're playing defense. This episode will show you how to switch to offense — by creating a feedback system that actually improves service, builds trust, and sets you apart from competitors.From simple walk-throughs and inspection logs to Net Promoter Scores and CRM tools — this is your guide to collecting, responding to, and acting on what your customers are telling you.

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.

In this episode of the Next Level Healing Podcast, Dr. Tara Perry interviews John K. Bates, Founder of Executive Speaking Success. John has trained and coached leaders at NASA—including the astronauts—GE Aerospace, US Navy Special Operations, Johnson & Johnson's JLABS, Boston Scientific, Google, Intuit, and many more. His programs consistently earn Net Promoter Scores of 92+, and his clients don't just thank him—they recommend him as the best leadership communication coach working today.Work with Dr. Tara PerryTune in every week for a new episode of Next Level Healing. Subscribe on your favorite podcasting platform and never miss an episode!

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 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.***

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. ...

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

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