Main navigation

Last week I attended Verne Harnish’s Growth Summit here in Sydney. It was great to get a shot in the arm – ie inspirational learnings. We have implemented so much of Verne’s Rockefeller habits over time. In fact, Verne shot some video of how we have applied this to our business, which I share in future blogs

I went specifically to have two questions answered.

  1. How do I continue to play a bigger game – without fear of the economic climate?
  2. What if…? How do we ask the right questions to ensure that we stay nimble and responsive as we grow?

I share with you a few clear takeaways.

  • Our job [as CEO] is to keep delivering ideas to the business – so we must keep learning – We must spend time learning especially in tough times.
  • What is the right question to be asking? Fewer statements more questions will reveal the way forward.
  • Talk less – Listen more
  • If you can’t measure it you can’t manage it.
  • Whoever has the best intelligence quickest wins – ie spotting trends quickly
  • What is the number 1 thing we are focusing on for the trimester/quarter
  • It must stay absolutely true and in alignment with the BHAG – is everyone playing for the same BHAG?
  • What will block the competition from entering our marketplace – the x factor (What do we hate about this industry or the way business is done – what are we prepared to take on that no one else in the industry will?)
  • How can we reduce the cost of acquisition of a customer ten fold?
  • How can we reduce the cost to serve, but increase the customer experience?
  • Marketing is the key to continued growth – marketing is about acquiring relationship
  • You can’t have great customer relationships without highly engaged people
  • Who is accountable in the business for customer advocacy?
  • Whoever taps into the most brains wins
  • Do we listen for our black swan moment? Where will the ‘big idea come from?
  • How do we capture ideas from customers consistently – “I’m not smart enough alone!” – Michael Dell on
  • How many outbound customers calls do senior leaders make spontaneously each week?

An insight into growth opportunities in a downturn:

    • “I will not accept the explanation of a recession negatively affecting the [new] business. There are still people travelling. We just have to get them to stay in our hotels.”

Horst Schulze – Ritz Carlton.

Reader Interactions


  1. Thanks Naomi, This is such a Great reminder to do the stuff that counts! Thanks for sharing 🙂

Leave a comment
*All fields are required

Your email address will not be published. Required fields are marked *

join the conversation
@ the huddle
Click to discover how I can help you progress to the next level through my Facebook Community The Huddle.


  • Each year I look at what it is I want to achieve. And how I want to contribute. I also build new messages and insights for my keynotes. One topic I’m considering is Influence... how to impact others. This will incorporate personal leadership, but it is far more shifting viewpoints and aligning people.  This is what I’m working on at the moment.  What are you planning for 2018?
  • Looking good team! #BRG #kickoff
  • Oh it’s all about #BRG and 2018 for the next few days ❤️ Love to plan 💙Love to dream @redballoon @getredii @davidchristopheranderson @wrappedbyredballoon
  • Loveit @redballoon and this is what we do for our day job!
  • This means I’m back in the office today 💙 but looking at the #barrierreef from the sky gives a different perspective. That’s what I plan to bring to The Big Red Group team this year! #BRG


download the book

To learn more, enter your email for a FREE copy of Ready To Soar, Chapter One.

close x
  • enter your first name
  • enter your email