Mike Hohnen

Mike has his own unique style. He draws on more than 27 years experience. He has worked most positions in the service industry and feels at home in more major cities than most people.

Mike Hohnen

Archive Page 2

Net Promoter Score explained

This is also the core theme of my upcoming book: ” Best in The Bazar – No need to be cheap, if you can be best”
In the book I explain in simple operational terms how you get this right.

Fred Reichheld and Rob Markey’s The Ultimate Question 2.0 is a follow-up to the bestselling book that first helped businesses understand their Net Promoter Score. One question — would you recommend us to a friend? — offered businesses a vital metric that has since been adopted widely by organizations, including GE. Wharton marketing professor Peter Fader spoke with Markey about what NPS is, how companies can increase the number of people who promote them and why it is now a system and not just a score.

The End of Business as Usual

Here is a great summary of a must read book created by Joshua Duncan

2 simple questions to ask you self..

Great 2 min movie clip from Dan Pink

Retreat to advance!

Have you some times questioned the value added of doing your training workshop or strategy session off site?

I know I often get the question: Why can’t we do this in our own meeting facilities, that would cost so much less and be much easier for all of us?

The simple answer is often that if we go off site then we will not get distracted and participants will not be tempted to do their normal stuff. But considering the often quite serious costs involved in going off site that does not really explain an adequate return on investment in itself.

A more nuanced answer has to do with the concept of slow learning – a concept that is also key to achieving a much higher ROI on your training efforts

Let me explain.

If we try and map out ways of learning in a simple matrix with slow and fast learning on one axis and formal versus informal learning on the other we get the following picture:

Informal learning is defined by Jay Cross as “Learning which enables you to participate successfully in life, at work, and in the groups that matter to you. Informal learning is the unofficial, unscheduled, impromptu way people learn to do their jobs” (and all the other stuff we need to cope with life – (my addition)

Formal learning – is scheduled, planed and with a predefined content.

Fast learning is what happens when we try and cram the most information into the shortest possible time frame – either because we are in a hurry or because we want to cut costs.

Slow learning happens when we allow ourselves time to digest. When we have the possibility to reflect on how new information applies to our situation. This deeper learning occurs in a subtle mix of personal reflection and discussion with others.

There is – in a way – the same nutritional relationship between slow- and fast learning as theres is between slow- and fast food.

The big difference between fast and slow learning becomes evident once the session is over. Fast learning seldom sticks – it is often called teflon training – guaranteed not to stick – there is no or very little implementation afterwards. Participants may have added tools to their kit but they continue to use the hammer they always used. And what ever growth there is, is horizontal – they know more stuff.

Slow learning on the other hand produces visible shifts in behavior – the changes occur not so much as a result of understanding new skills but in the way participant are able to take new perspectives.They see things in new ways and reach their own conclusions as to what needs to be done. This is vertical growth – looking at challenges from a different level than the one they where created at – and the result is deep change.

If you truly wish to advance rapidly you need to retreat…

Now is the time to be bold

The future will belong to the bold. The world of business is now so crowded that only those who have a significant and dramatically different story to tell will grab the attention of consumers.

In a world of ‘green wash’ and PR spin, authenticity will shine through. In the face of unprecedented levels of marketing spend an increasing consumer cynicism, simple recommendations from ‘consumers like us’ will carry the day. In an age when we have come to expect good levels of service and product quality as a given, only in exceptional and memorable experience will earn customer loyalty. At a time when legal loopholes and corporate caveats allow companies to wriggle out of their responsibilities, those who stand by their promises will stand out from the herd. It requires courage, conviction and imagination to be bold but the rewards can be immense.

The first paragraph from:

“BOLD – How to be brave in Business and Win”
by Shaun Smith & Andy Milligan

Need I say more ?