Mark Boundy is a business builder, sales leader, author, coach, consultant, teacher…and Chief Clarity Officer…he has grown businesses in a variety of industries using a relentless focus on customer-perceived value.

In this episode, Mark discusses the importance of aligning every employee's actions with customer value, emphasizing that every touchpoint with a customer either creates or destroys value. He shares stories from his experience, including a manufacturing operator and a receptionist, to illustrate how seemingly small ideas can have significant impacts on customer satisfaction and business outcomes. Boundy underscores that value creation is about helping customers achieve desired outcomes, and this focus can drive growth, profitability, and employee fulfillment across all levels of an organization.

 

Why you have to check out today’s podcast:

• Discover real-life stories about how employees at every level, from operators to receptionists, can innovate to drive customer satisfaction and business results, making it relatable and motivating.
• Gain actionable strategies to ensure every team member understands how their role impacts customer value, helping you foster a culture focused on positive customer experiences.
• Learn how traditional metrics can sometimes hinder value creation, providing tips on aligning KPIs with customer-centric goals to achieve greater long-term success.

 

"Customer value comes from two things, one, your differentiation, and two, the outcome that customer achieves because of your differentiation."

- Mark Boundy

 

Topics Covered:

01:25 - Sharing the experience that gave rise to using the word 'antipreneurial' in his book

04:08 - The importance of flexibility within processes, contrasting rigid corporate guidelines with adaptable checklists

07:41 -  Stressing the importance of a value-oriented organization not just sales around delivering customer outcomes

09:14 - Highlighting the importance of aligning sales and implementation teams to ensure realistic promises are made to customers

12:39 - What it requires to create a value-driven organization

16:09 - Emphasizing the need to prioritize customer-focused KPIs over purely efficiency-driven ones with real-life illustrations

20:12 - How focusing on customer satisfaction and adding value leads to substantial growth, high profitability, and employee satisfaction

21:35 - Stressing a point that employees feel more fulfilled and engaged when they understand how their work directly impacts customers’ lives

22:51 - Defining value and illustrating how value was created by understanding customer outcomes deeply

26:51 - Mark sharing how anyone in the company, even janitors and receptionists can add value 

 

Key Takeaways:

"If the most important process in your company is your customer's buying journey, and your KPI has nothing to do with that buying journey, that's a yellow light." - Mark Boundy

"If maximizing that KPI inhibits the customer journey, I call that a masking KPI. You're measuring something that makes you worse by making yourself good at stopping the customer from complaining. You get bad at turning customers into joyous partners." - Mark Boundy

 

People/Resources Mentioned:

• The Infinity Effect How Elite Growth Companies Abolish Antipreneurial Patterns and Create More Profitable, Happy, Lifetime Customers by Mark Boundy: https://www.amazon.com/Infinity-Effect-Summary-Antipreneurial-Profitable-ebook/dp/B0D1NNLWRH
• Lucent technologies: https://lucenttek.com/index.html
• Cisco: https://www.cisco.com/#tabs-35d568e0ff-item-194f491212-tab
• Miller Heiman Group: https://www.kornferry.com/about-us/our-story/miller-heiman-group
• Zappos: https://www.zappos.com
• Barefoot Wines: https://www.barefootwine.com

 

Connect with Mark Boundy:

• LinkedIn: https://www.linkedin.com/in/markboundy/
• Website: www.boundyconsulting.com
• Email: [email protected]

 

Connect with Mark Stiving:

• LinkedIn: https://www.linkedin.com/in/stiving/
• Email: [email protected]