43 | 🚀 How Ignoring Customer Service Is Dooming Your Business (And How to Fix It) 📉 with Jim Stevenson (The Bletchley Group)

Jim Stevenson is an expert in complex business turnarounds, restructuring, M&A, and value optimization. Under Jim's guidance, companies ranging from UK-based retailers to global news organizations have undergone significant transformations. 

In this episode of Good Revenue, host Neeta Bidwai and Jim cover:

• • Jim’s unique journey into the field of turnarounds and the diverse experiences that shaped his expertise

• The importance of company culture and how underlying issues often stem from cultural misalignment

• Misunderstandings about OKRs and agility, and how they can either hinder or help a company's progress

• Effective change management strategies and common mistakes businesses make in turnarounds

• The remarkable turnaround story of Marks & Spencer and the impactful results achieved

• Overcoming traditional mindsets and fostering a culture that embraces change

• De-risking businesses by focusing on value rather than merely cutting costs

• Implementing customer-centric strategies to drive growth and improve customer experiences

• Jim’s experience launching The Guardian into the U.S. market and making it a prominent digital-first organization

• The key differences between high-performance companies and average performers, with a focus on culture and learning from mistakes

Jim's insights provide a valuable playbook for CEOs, managers, and business leaders looking to navigate the complexities of business transformations. Join us and learn how to create sustainable success through strategic alignment and a relentless focus on value and culture.

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Where to find Jim:

https://www.linkedin.com/in/jimstevenson/ 

https://www.bletchleygroup.com/  

Where to find Neeta:

https://www.linkedin.com/in/neetabidwai/ 

Where to find Good Revenue:

https://goodrevenue.io/goodrevenue

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Highlights:

00:00 Introduction to Jim Stevenson

00:15 Jim's Journey into Turnarounds

02:10 The Importance of Company Culture

03:04 Misunderstandings About OKRs

04:08 Implementing Agile Practices

06:36 Common Mistakes in Turnarounds

14:00 The Marks & Spencer Turnaround

19:14 Breaking Traditional Mindsets

20:10 De-Risking vs. Cost Cutting

23:14 Customer-Centric Business Strategies

23:52 Restructuring for Customer Focus

29:26 Launching The Guardian in the U.S.

33:55 The Importance of Company Culture

35:21 Key Traits of High-Performance Companies

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Referenced:

• Marks & Spencer: https://www.marksandspencer.com/ 

• The Guardian: https://www.theguardian.com/us

• OKRs: https://en.wikipedia.org/wiki/Objectives_and_key_results 

• Agile Methodology: https://www.scrum.org/ 

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