Jonny Adams
speaker
254 appearances
11 recordings
1 series
first heard May 2024
last heard 16 Jan
Jonny Adams’s voice in public audio — every appearance, attributed to the second.
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recordings per month · last 12 monthsRecordings per month over the last 12 months — 1 in all, peaking in Jan 2026 with 1.
Appearances
It's not about win-lose or lose-win. So if you had a choice, you've referenced CS, customer success, probably not being, or come from a certain origin, but what would you call it if you had a choice, if you don't want me to ask you?
So the solution to that challenge then from your expertise, what is the answer to that? And so there's a lot of work that goes on for this use case. So not only is a platform required to help with that transition of decline to growth, but there's also a people and cultural shift that's required. There's also a capability and skills element. There's a hiring FTE future plan.
And this is where it gets super complex, but plan hack can inform an organization of the metrics, right? Yeah.
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.
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?
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'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.
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.
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?
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.
And what we see is, you know, lots of work. loads of work, loads of activity. And then all of a sudden, you know, this rollercoaster motion where, oh no, and then you hit the bottom trough and you go, ah, I need to do it. That's fine. But what about, I recall episodes in my own life over the last 10 years where I haven't been able to see what's going to approach.
And I think about a bit about mental health. And I think about the polarities between leisure and work and when I've worked too much and I haven't done enough I actually got to a point of being so compressed that I wasn't feeling great, but I couldn't see it coming.
So to your point, I love the idea around writing something down or observing, but sometimes you're so in it and being driven so hard by management that you just get to a point and it all breaks apart. I don't know. Any thoughts on that there, Mike, at all?
I resonate you know and you had your own episodes and you know I had to turn around to my dad and say is this what it's like and you know I just want to clarify like where I'm at and I remember laying on the sofa not being able to move which felt like for three weeks because I couldn't cook I didn't know how to do that anymore and But now the ownership actually comes back to me and my friends.
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