Jonny Adams

And once they're able to identify the challenge in each space, they're able to look at the capability of each of the individual aspects. So success, marketing and sales, they were like, hmm, something's happening at the leadership piece. Marketing and sales isn't fluid enough. It's not optimized enough. So what they then did, which I thought was really good.

And once they're able to identify the challenge in each space, they're able to look at the capability of each of the individual aspects. So success, marketing and sales, they were like, hmm, something's happening at the leadership piece. Marketing and sales isn't fluid enough. It's not optimized enough. So what they then did, which I thought was really good.

not just go in and find a person that could do the same thing, which was both marketing and sales in another business to change. They actually split the role, went out to another market basically. So completely away from their current organizational structure and found someone that had done it bigger, stronger and a new marketing as such a subject matter expert.

not just go in and find a person that could do the same thing, which was both marketing and sales in another business to change. They actually split the role, went out to another market basically. So completely away from their current organizational structure and found someone that had done it bigger, stronger and a new marketing as such a subject matter expert.

And then brought another salesperson in and they're running the funnel, I suppose, in a really optimized fashion. Now, I don't think they're there completely because it's really hard then to glue the people together. But it's actually quite a nice journey since 2019, having sort of no understanding of their funnel to then understanding it, then to building that change.

And then brought another salesperson in and they're running the funnel, I suppose, in a really optimized fashion. Now, I don't think they're there completely because it's really hard then to glue the people together. But it's actually quite a nice journey since 2019, having sort of no understanding of their funnel to then understanding it, then to building that change.

I massively advocate what you're saying. One of the things that we train and teach is that whenever recruitment, which is recruiting individuals into your organization, I know we're talking about recruitment and probably supporting other businesses, but is it about 5x, 6x the cost of a mishire at the moment?

I massively advocate what you're saying. One of the things that we train and teach is that whenever recruitment, which is recruiting individuals into your organization, I know we're talking about recruitment and probably supporting other businesses, but is it about 5x, 6x the cost of a mishire at the moment?

And most organizations, when they make a mishire, they always go, wow, they weren't good enough anyway. And then they point a finger at them. But we always say, well, how many fingers are pointing back at you? And there's always the three that are pointing back at you, which is important to actually understand. It's probably the way that you've hired and ill practice and focus.

And most organizations, when they make a mishire, they always go, wow, they weren't good enough anyway. And then they point a finger at them. But we always say, well, how many fingers are pointing back at you? And there's always the three that are pointing back at you, which is important to actually understand. It's probably the way that you've hired and ill practice and focus.

And that comes on to like the next question, really. And we're talking about the importance of leadership to drive that, you know, customer centric approach. But when we think about that and then wrapping around a cultural element towards it, you're alluding to some of those practices and principles. I love the fact that you talk about the why, the what, the when.

And that comes on to like the next question, really. And we're talking about the importance of leadership to drive that, you know, customer centric approach. But when we think about that and then wrapping around a cultural element towards it, you're alluding to some of those practices and principles. I love the fact that you talk about the why, the what, the when.

And, you know, you were challenging a bit there, Matt, about the how. And you've come up with some great frameworks. But from your experience, how do you sort of build the culture of a customer-centric approach through the leadership? Remember, that's the lens that we want to talk about. But how do you build that culture in an organization from your role?

And, you know, you were challenging a bit there, Matt, about the how. And you've come up with some great frameworks. But from your experience, how do you sort of build the culture of a customer-centric approach through the leadership? Remember, that's the lens that we want to talk about. But how do you build that culture in an organization from your role?

With the point of view of you describing how Trilogy is set up, I really think those are some phenomenal points. You know, the fact that you're working together with the client to create that customer set. And Matt, we've heard that from other guests in the past, which is phenomenal. Just a brief response and summary on this point. When it hasn't worked, what does it look like?

With the point of view of you describing how Trilogy is set up, I really think those are some phenomenal points. You know, the fact that you're working together with the client to create that customer set. And Matt, we've heard that from other guests in the past, which is phenomenal. Just a brief response and summary on this point. When it hasn't worked, what does it look like?

I want to know what does the feeling feel like when there's a lack of trust? leadership that's really binding around that customer center I would imagine in your illustrious career you might have seen when it hasn't worked that well what but what's the feeling like in an organization when it doesn't work so well

I want to know what does the feeling feel like when there's a lack of trust? leadership that's really binding around that customer center I would imagine in your illustrious career you might have seen when it hasn't worked that well what but what's the feeling like in an organization when it doesn't work so well

That was so 2012, by the way. It's changed. We're not in that.

That was so 2012, by the way. It's changed. We're not in that.