E126 | How To Improve Customer Experience With Net Promoter Score

David Tudehope is co-founder and CEO of Macquarie Telecom Group in Sydney, Australia, providing telecommunications, phones, data, data connections, data centres and cloud services. 

He co-founded the company with his brother, Aiden, back in 1992 and throughout their existence, they’ve tried to strike the balance between being entrepreneurial and running a public company with risk management and governance. 

But there’s always going to be a tension between those two things, because they don’t want to lose the essence of what makes them special - their entrepreneurial spirit, but at the same time, they have to be a public company. 

The last time we spoke with David, their market cap, and this was a few years ago, was $350m Australian dollars. Today, their market cap is $1.13 billion Australian dollars. They've had a fantastic year. 

“We've had a year where we really had to focus on what's important, on our core customer experience, which talks to our company purpose. At a time like this, people will value great customer experience, even more than the normal.”

In this really insightful episode, we talk with David about what underpins their business success. Because for them, it's their Net Promoter Score. We also talk about what David’s purpose is, a purpose that he’s remained true to from creation in 1992 through to today. And that purpose is to provide outstanding customer experience.

On today’s podcast:

• Building on customer experience
• Having a purpose
• Net Promoter Score
• Storytelling
• The World Communications Award
• Hiring for great customer experience