Jonny Adams

I mean, I love that. Golden nuggets coming out of that. And one of the things that when Matt and I were planning this session, we thought would be valuable is if you could touch upon that sort of customer centricity and how to build that strategy into your business. And I feel that you've touched upon a real sort of important factor that I wanted to amplify for the listeners. It was around...

I mean, I love that. Golden nuggets coming out of that. And one of the things that when Matt and I were planning this session, we thought would be valuable is if you could touch upon that sort of customer centricity and how to build that strategy into your business. And I feel that you've touched upon a real sort of important factor that I wanted to amplify for the listeners. It was around...

connecting aggression. I thought it was an interesting word you chose, by the way, because that could be seen in a certain way. But as you then went on to describe it, it was really interesting about connecting the dots of the customer objectives, which I think is lost in so many businesses.

connecting aggression. I thought it was an interesting word you chose, by the way, because that could be seen in a certain way. But as you then went on to describe it, it was really interesting about connecting the dots of the customer objectives, which I think is lost in so many businesses.

You might think about what you do, what we do as a professional service firm is that I think it comes to the mindset shift of thinking about outcomes first, and then coming towards understanding how you can support that client And specifically, whether you're working at Planout or SBR, you do a similar thing, right? But understanding objectives and outcomes are really crucial.

You might think about what you do, what we do as a professional service firm is that I think it comes to the mindset shift of thinking about outcomes first, and then coming towards understanding how you can support that client And specifically, whether you're working at Planout or SBR, you do a similar thing, right? But understanding objectives and outcomes are really crucial.

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.