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Mark Hocknell

@mark_hocknell

Speaker and consultant. Believer in benefits of the Customer Centric approach to Business and measuring performance well.

 Australia
markhocknell.com
Joined September 2016
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Photo by Mark Hocknell (@mark_hocknell)Photo by Mark Hocknell (@mark_hocknell)Photo by Mark Hocknell (@mark_hocknell)
Check out my latest article: Seeking a transformation or breakthrough in performance…? Here are the top six insights. linkedin.com/pulse/seeking-t… via @LinkedIn
Seeking a transformation or breakthrough in performance…? Here are the top six insights.

Seeking a transformation or breakthrough in performance…? Here are the top six insights.

This article is founded on the research conducted by McKinsey (released December 2025) where they “analyzed nearly 100 transformations and 1,000 specific behavioral shifts over the past five years“....

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Check out my latest article: Attention: Performance Breakthrough Seekers linkedin.com/pulse/attention… via @LinkedIn
Attention: Performance Breakthrough Seekers

Attention: Performance Breakthrough Seekers

Performance breakthrough seekers are early adopters who can see where their team or organisation could be, and perhaps should be. However, something needs to change before the breakthrough in...

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Thank you for all the love and support this year! #SpotifyWrapped #2022ArtistWrapped wrappedforartists.byspotify.…
Check out my latest article: Tough times ahead? What Harvard Business School says about a resilient business linkedin.com/pulse/tough-tim… via @LinkedIn
Tough times ahead? What Harvard Business School says about a resilient business

Tough times ahead? What Harvard Business School says about a resilient business

Research shows customer centric businesses are more resilient in tough economic times. Understand the three phases of being customer centric and make your business more resilient.

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New release of instrumental pop-rock...great music to have in the background while you work..! artists.landr.com/6925314168…
Image from Mark Hocknell (@mark_hocknell)
How to develop SMART Goals youtu.be/pw7TDw_Kg2o via @YouTube
How to develop SMART Goals

How to develop SMART Goals

The typical approach to setting SMART goals (or sometimes a definit...

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Can we remove our leaders' resistance to proper performance measurement, or do we have to wait for a new generation of leaders? staceybarr.com/measure-up/ via @staceybarr Stacey Barr asking the tough questions about why so many leaders do not really want evidence-based decisions
Check out my latest article: How to make sure your goals are S.M.A.R.T. linkedin.com/pulse/how-make-… via @LinkedIn
How to make sure your goals are S.M.A.R.T.

How to make sure your goals are S.M.A.R.T.

The typical approach to setting SMART goals (or sometimes a definition for KPIs) is that the goal has to be: Specific, Measurable, Achievable, Realistic and Timely, or Timebound. And that is the...

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Hi there - I've had a keen intetrest in music for decades - here is my first release, a couple of songs from my album coming out on the 10th of January. Take a listen.
Image from Mark Hocknell (@mark_hocknell)
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Check out my latest article: Judgement prevents learning linkedin.com/pulse/judgement… via @LinkedIn
Judgement prevents learning

Judgement prevents learning

The goal of organisations is to improve performance. A key enabler of this is to become a learning organisation.

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Start with a Customer Strategy. Put the effort into understanding what you are trying to do before you start trying to fix it. linkedin.com/pulse/how-creat… via @LinkedIn

How to Create Your Customer Strategy

Your Customer Strategy is a re-articulation of your Business Strategy, but in the context of the customer. Recognising that the realisation of the goals in your business strategy will come from...

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Check out my latest article: The Customer Centric Business Model linkedin.com/pulse/customer-… via @LinkedIn
The Customer Centric Business Model

The Customer Centric Business Model

We know today that we need to have customers at the heart of all we do. Customers are central to our purpose.

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Let’s examine how value is created and what profit bludging is. And so armed we can make greater contributions to our organisations, community and the economy. linkedin.com/pulse/profit-bl… via @LinkedIn
No Profit Bludgers Please

No Profit Bludgers Please

‘Profit bludging’ is where leaders (typically) will seek to extract value for their organisation at the expense of others. Using economic power to force others within the supply chain to acquiesce to...

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Peter Drucker: possibly the first customer centricity advocate: "An enterprise’s purpose begins on the outside with the customer" customerthink.com/peter-druc… via @CustomerThink
Check out my latest article: Peter Drucker and the Customer linkedin.com/pulse/peter-dru… via @LinkedIn
Peter Drucker and the Customer

Peter Drucker and the Customer

Peter Drucker was one of the greatest management and leadership scholars ever. He studied business, managers, leaders and how this intersected with society.

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Check out my latest article: Change: sudden or slow linkedin.com/pulse/change-su… via @LinkedIn
Change: sudden or slow

Change: sudden or slow

Understanding the change, and being able to meaningfully observe the change, will increase our ability to adapt suitably to the change. Which is one of the keys to survival.

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Check out my latest article: The Eight Missed Opportunities for Employee Motivation linkedin.com/pulse/eight-mis… via @LinkedIn
The Eight Missed Opportunities for Employee Motivation

The Eight Missed Opportunities for Employee Motivation

So many organisations – of all shapes, types and sizes – are attempting to improve their workforce culture. Leaders want people to be “engaged” at work.

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What methods are you using for projects, change management, or performance measurement? To deliver benefits, methods must meet certain criteria. linkedin.com/pulse/more-than… via @LinkedIn
More than just KPIs: Exploring performance measurement methodologies

More than just KPIs: Exploring performance measurement methodologies

I think we all know that we’re not really good at KPIs. Our KPIs are often meaningless when it comes to providing feedback on our progress towards our strategic and operational goals.

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NPS does so much more than give you a score of promoters over detractors. It can provide you with a health check for your customer portfolio. linkedin.com/pulse/nps-more-… via @LinkedIn

NPS is more than just the number

We might be socially isolated currently, but your customers are still communicating with their social networks. What are they saying about you? Seems too many leaders and managers are using the NPS...

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Check out my latest article: Profit is not a dirty word linkedin.com/pulse/profit-di… via @LinkedIn
Profit is not a dirty word

Profit is not a dirty word

We need to talk about profit. Profit is a good thing for business, for non-profits, for government.

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