Jonny Adams

We need to understand those of our client base and then work towards those. If you're thinking about building a customer-centric strategy within an organization, one of those things would be understanding your customers' objectives. What would be some of the other facets that make up a really strong customer-centric strategy?

We need to understand those of our client base and then work towards those. If you're thinking about building a customer-centric strategy within an organization, one of those things would be understanding your customers' objectives. What would be some of the other facets that make up a really strong customer-centric strategy?

Hey, guys. Lovely to see you. Thanks so much, Matt.

Hey, guys. Lovely to see you. Thanks so much, Matt.

I feel that it's actually going to possibly align to what Mike knows loads about and is clearly an expert. So I was in Porto in Portugal for a few days recently. It was an amazing trip. If you've ever been, great. If not, then as long as you can drink wine, then you're completely qualified to go. We stayed at a five-star hotel and it was pretty special. We overlooked Porto City.

I feel that it's actually going to possibly align to what Mike knows loads about and is clearly an expert. So I was in Porto in Portugal for a few days recently. It was an amazing trip. If you've ever been, great. If not, then as long as you can drink wine, then you're completely qualified to go. We stayed at a five-star hotel and it was pretty special. We overlooked Porto City.

I'm reflecting on what Mike said, something that struck me. We all said, would you pay for this hotel if you knew it was the star rating it was? Because the point being is actually the quality of service wasn't up to the level. It was actually below par. And I said to my wife, I perceive this as a four star hotel.

I'm reflecting on what Mike said, something that struck me. We all said, would you pay for this hotel if you knew it was the star rating it was? Because the point being is actually the quality of service wasn't up to the level. It was actually below par. And I said to my wife, I perceive this as a four star hotel.

And in fact, you know, limited urgency and really different types of services that we were getting provided during breakfast time. Just simple stuff like how attentive a staff member should be, possibly a five star hotel when you kind of get it, a four star hotel or a three star hotel. But this was a five star hotel. So I think it looked like the hotel was living off the back of the view.

And in fact, you know, limited urgency and really different types of services that we were getting provided during breakfast time. Just simple stuff like how attentive a staff member should be, possibly a five star hotel when you kind of get it, a four star hotel or a three star hotel. But this was a five star hotel. So I think it looked like the hotel was living off the back of the view.

Over Porto versus actually training and supporting their people. And the sad thing is that when we were checking out that this other couple were pretty much berating and challenging the staff member at the reception because the quality of service wasn't up to standard. And my colleague also who traveled with us said, I'm very keen to write a review. So it was just two people independently.

Over Porto versus actually training and supporting their people. And the sad thing is that when we were checking out that this other couple were pretty much berating and challenging the staff member at the reception because the quality of service wasn't up to standard. And my colleague also who traveled with us said, I'm very keen to write a review. So it was just two people independently.

So there was something going wrong there, Mike, that I'm looking forward to unpacking. Because if they got it right, I actually think the experience would have gone up by a huge amount. And we would have left with us feeling like, wow. So I don't know. I just thought I'd throw that out there. That's what I've been up to.

So there was something going wrong there, Mike, that I'm looking forward to unpacking. Because if they got it right, I actually think the experience would have gone up by a huge amount. And we would have left with us feeling like, wow. So I don't know. I just thought I'd throw that out there. That's what I've been up to.

And I think the question was, we all said, you know, how much would you pay for this? We wouldn't have paid as much as when we went on to Booking.com and looked at the cost and all of us went... was that really the cost of the... Like, wow. So yeah, it wasn't aligned. The value was not aligned to the investment. Matt, what's been going up in your world?

And I think the question was, we all said, you know, how much would you pay for this? We wouldn't have paid as much as when we went on to Booking.com and looked at the cost and all of us went... was that really the cost of the... Like, wow. So yeah, it wasn't aligned. The value was not aligned to the investment. Matt, what's been going up in your world?

But what's the answer then, Mike? I know we're sort of moving on, but that's an interesting perspective. So is there something that we can do about the language that we use? Or is there something that we can do from a corporate perspective? Have you got an idea?

But what's the answer then, Mike? I know we're sort of moving on, but that's an interesting perspective. So is there something that we can do about the language that we use? Or is there something that we can do from a corporate perspective? Have you got an idea?

Oh, my gosh. I love that. I love this point because in our world, business development and when you're, as you alluded to earlier, you took a call because you're a good guy and you wanted to basically let that person down gently and professionally. But in fact, actually, you supported them. So a bit of business development there. We typically see a boom and bust or a feast and famine approach.

Oh, my gosh. I love that. I love this point because in our world, business development and when you're, as you alluded to earlier, you took a call because you're a good guy and you wanted to basically let that person down gently and professionally. But in fact, actually, you supported them. So a bit of business development there. We typically see a boom and bust or a feast and famine approach.