The Remarkable Project

In this episode of The Remarkable Project Jay and his Remarkably Co-Founder, Neil Terry, reflect on recent conversations with clients, collaborators and each other, around the idea that actively committing to a truly customer-first approach is not merely an opportunity to refine, but also a vehicle for sustainable and strategic growth.From a look at why “it’s not all about you” seems to be a neglected perspective in many organisations, through to the implications of deep listening and the choice of language within customer communications, the pair muse on why the understanding the internal narratives of those you’re aiming to serve is ground zero for impact, co-creation and community.The conversation reflects on recent Podcast episodes featuring Steven M.R. Covey and Michael Rosemann on the subject of trust, as Jay and Neil consider why psychographics are so crucial to infusing longevity into customer relationships.The Not-For-Profit space, Nike, Red Bull, and a couple of local telco providers are also on the agenda.Remarkably helps build businesses and brands that people feel compelled to talk about, by leaning into more human ways of marketing. By bringing like-minded people closer to the core transformation organisations are seeking for their customers and clients – their intent – Remarkably work to create meaningful and memorable customer experiences, and develop communal marketing strategies which actually compound in value over time through collaboration and advocacy.Remarkable TakeawaysWhy prioritising customer listening, and putting in place systems to support it, is something every business should be focused on.The relevance of psychographics and qualitative data to better understanding the stories of those we serve, particularly when paired with ‘hard’ data.How asking for advice rather than feedback from your customers removes hierarchy, makes them feel more valued, and improves insight.Connect with Neil & Jay Find them on LinkedIn – Jay / NeilLearn more about Remarkably via their website

In this episode of The Remarkable Project Jay speaks with the incredible Dr Michael Rosemann, Professor, author and thought-leader, as well as the Director of the Centre for Future Enterprise at the Business School of Queensland University of Technology (QUT) in Brisbane, Australia. The conversation touched on how trust continues to climb the business problem solving agenda, why trust design could soon become critical to competitive advantage, and the particular nuance native to core trust and extreme trust. Dr Michael Rosemann is the Director of the Centre for Future Enterprise and a Professor for Information Systems at the Business School, Queensland University of Technology (QUT), Brisbane, Australia. The Centre for Future Enterprise aims to identify, understand and professionalise those attributes that matter most to future enterprises, and their leaders.Dr Rosemann has a comprehensive higher education teaching portfolio, which currently includes delivering units on ‘Future Enterprise’, ‘Business Process Design’ and ‘Smart Decision Making’ as part of QUT’s Bachelor of Business and MBA programs. Michael’s main areas of research are corporate innovation, revenue resilience, process management and trust management. His work is focused on creating compelling future worlds with today’s possibilities that make current practices obsolete. As a researcher and advisor to board rooms and senior executives he is committed to advancing research-informed knowledge and confidence in order to appreciate the emerging design space and to create an increased ‘sense of ambition’ and innovation appetite. He has been Chair of and a Keynote Speaker at leading business conferences the world over for many years and is currently the Vice President for Strategic Partnership of the global Association for Information Systems.Dr Rosemann is the author/editor of nine books, more than 350 refereed papers in outlets such as MIS Quarterly, European Journal of Information Systems, Journal of Strategic Information Systems, Information Systems and Journal of the Association of Information Systems, Editorial Board member of nine international journals and co-inventor of US and European patents.Previously, he has been QUT’s Executive Director, Corporate Engagement and Head of both QUT’s Information Systems Discipline their Information Systems School. Under his leadership as a Head of School, he established three industry-funded Chairs in the Information Systems School, i.e. the Woolworths Chair in Retail Innovation, the Brisbane Airport Corporation Chair in Airport Innovation and the PwC Chair in Digital Economy. More recently, as Director of the Centre for Future Enterprise, he established the Cisco Chair in Trusted Retail.Remarkable TakeawaysHow the big question of business problem solving has evolved from “what’s broken?” and “what more’s possible?” to “why will they trust us?”.Why trust design could soon become fundamental to competitive advantage, just like visionary leadership, ingenious engineering and amazing marketing.The differences between core and extreme trust, and how to identify the moments where they really matter during the customer journey.Connect with MichaelFind him on LinkedInLearn more about Michael and his work via his websiteDownload the Trusted Retail Innovation White PaperExplore QUT’s Centre for Future Enterprise

In this episode of The Remarkable Project Jay speaks with Hayley Phillips, a dynamic marketeer recently kicking goals in the automative space with Volkswagen, about why customer ‘life stages’ are key to looking beyond features and benefits, how data is transforming personalisation in the auto industry, and the importance of nurturing a creative culture internally and externally.Hayley Phillips has had an extensive career spanning many industries, including music, events, television and real estate, however the last decade has seen her active as a national marketer in the automotive industry. She embodies “outside the box” thinking, thanks to an innovative and progressive attitude towards marketing, strategy and creative. Over the past five years at Volkswagen Group Australia, Hayley has led forward-thinking VW campaigns such as the award-winning Polo ‘Unfail’, the Effie award-winning ‘World’s Smallest Dealership’, and most recently, the ground-breaking ‘Golf GTI Ad Break Championship’.Hayley believes the key to success is developing strong relationships with agencies, partners and collaborators that embody trust, collaboration, and a dash of risk-taking. All supported, of course, with cracking insights. In an automotive marketing “sea of sameness”, she committed to standing out at every turn, and never forgot to have fun while she did it.With a recent move into the finance industry, Hayley is hoping to apply the same gusto, passion and determination to create connection through her marketing with a whole new set of customers.Check out some of her recent work here: https://vimeo.com/576570169 Remarkable QuotesIn many ways it’s not about the car itself, it’s about how it affects the person driving it.Rather than just talking at them, it’s always about starting conversations.Don’t be scared to not focus on the features.Remarkable TakeawaysWhy looking at customer ‘life stages’ rather than just doubling down on features and benefits can really refresh marketing thinking.How the amazing use of data in the auto industry is providing much more personalised opportunities for new products and communications.The importance of nurturing a truly creative culture across both internal and external teams.Connect with HayleyFind her on LinkedinFollow her on Instagram 

In this episode of The Remarkable Project Jay speaks with the legendary author of ‘Trust and Inspire’, Stephen M. R. Covey, about leadership in this “new world”. Stephen shows us how trust, as an economic driver, is key to the success of any team and also adds that learning how to connect your purpose to the people you lead allows the mobilisation of creativity, innovation and growth you need to excel. Stephen M. R. Covey is the New York Times and #1 Wall Street Journal bestselling author of The Speed of Trust, which has been translated into 22 languages and has sold over 2 million copies worldwide. He is also the author of the newly released Wall Street Journal bestseller, Trust & Inspire: How Truly Great Leaders Unleash Greatness in Others.Stephen brings to his writings the perspective of a practitioner, as he is the former President & CEO of the Covey Leadership Center, where he increased shareholder value by 67 times and grew the company to become the largest leadership development firm in the world.A Harvard MBA, Stephen co-founded and currently leads FranklinCovey’s Global Speed of Trust Practice. He serves on numerous boards, including the Government Leadership Advisory Council, and he has been recognised with the lifetime Achievement Award for “Top Thought Leaders in Trust” from the advocacy group, Trust Across America/Trust Around the World.Stephen is a highly sought-after international speaker who has taught trust and leadership in 55 countries to business, government, military, education, healthcare, and NGO entities.Stephen's newest book, the #1 Wall Street Journal bestseller, Trust & Inspire: How Truly Great Leaders Unleash Greatness in Others, was released in April. The book was written off the back of a single premise: While the world has changed, our style of leadership has not. Most leaders and organisations—faced with ever new and disrupting challenges—continue to operate from a base model of “Command & Control;” they’ve just become more advanced and sophisticated at it, what Stephen calls “Enlightened Command & Control. In contrast to Command & Control, Trust & Inspire is all about unleashing greatness in others. Leading in a way that both inspires and empowers people to become the best version of themselves—tapping into a sense of purpose, meaning, contribution and inclusion. The result is a level of belonging, collaboration, and ultimately innovation that Command & Control is simply not capable of producing.Remarkable TakeawaysWhy extending “smart trust”, which allows creativity and innovation to flourish, can help you feel more in control of your business.How an organisational merger allowed Stephen to see first-hand the high cost of low trust.The true test of a trusted relationship and what to do once the results are in.Remarkable QuotesTrust is learnable. It’s moveable. It’s something you can create, you can grow, you can establish, expand, extend and, in some cases, even restore.It’s not enough to be trustworthy. It’s necessary but insufficient. To create trust we need to be trustworthy and trusting.You can’t command and control your way to collaboration and innovation. To trust is to take a risk. Not to trust is also a risk.Connect with StephenLearn about and order Stephen’s new book at: www.trustandinspire.comConnect with Stephen on LinkedIn, Twitter and Instagram

In this episode of The Remarkable Project Jay speaks with Gwyn Krueger, Senior Director of Customer Experience at social gathering platform, Meetup, about why 9/11 was the seed from which Meetup.com grew, how having options around showing up contributes to sustained engagement, and the importance of understanding the psychology of getting together in delivering valuable community experiences. For nearly six years, Gwyn Dylan Krueger has been a uniquely qualified leader at Meetup, a global online destination where people head to meet, make friends, find support, grow businesses, and explore interests. The network has been helping facilitate events for 20 years, with thousands now happening each and every day.Having started in the Community Support Team, Gwyn is now the Senior Director of Customer Experience. The role sees him showing teams they’re capable of uncovering data insights and capturing customer anecdotes that can favourably influence product and design decisions, as well as delighting users.  Working with them to create content and programming that helps Meetup Organizers unlock the value of their growing communities, Gwyn has been instrumental in elevating the customer voice within product releases and marketing efforts via these teams.His career history is testament to his loyalty and commitment to improved connection. Highlights prior to Meetup include years in customer care with Apple Retail, supporting the busiest Genius Bars in the world, an experience which has enabled Gwyn to lead Meetup’s creation of a scaled and streamlined operational approach to support their vast member base.Remarkable TakeawaysWhy 9/11 was the seed from which Meetup.com grew.How having options around showing up contributes to sustained engagement.The importance of understanding the psychology of getting together in delivering valuable community experiences.Connect with GwynFind Gwyn on LinkedinExperience Meetup and how see it’s celebrating 20 years of real connections via their website

In this episode of The Remarkable Project Jay speaks with the CEO and Co-Founder of customer review enhancement platform Cloutly, Lachlan Fea, about why having a balance between negative and positive feedback is actually a good thing, how not-so-great reviews are key to driving amazing ones, and the importance of customer-friendliness when it comes to owning your online review process. A technical marketer by trade, Lachlan Fea is the CEO and Co-Founder of Cloutly, a venture-backed reputation management platform on a mission to humanise the way businesses drive reviews and build trust with their customers.He’s always been passionate about bringing teams of brilliant people together and letting them do their thing. So, when Cloutly took on a life of its own in late 2019, having started out as an internal tool of his digital marketing agency which delivered repeated success stories, he saw an opportunity to make that passion a reality.Born out of Australia’s Gold Coast, the company has recently scored half-a-million dollars in funding to turbocharge efforts to help small businesses bolster their reputations by streamlining and centralising control over the review process.Three Remarkable Quotes"If you’re between a 4.3 and a 4.9-star rating, that’s more trustworthy than a perfect five.""There’s a disconnect and a detachment between the commercial objectives of companies and their customer experience.""You have to really understand what aspect of your experience creates the biggest impact for that customer and, more importantly, when!"Connect with LachlanFind him on LinkedinHear what he’s got to say on TwitterFor more on what they do and why, check out the Cloutly website

In this episode of The Remarkable Project Jay speaks with People of Influence’s Shaun Kenny, an expert in leadership and team development, about why power differentials impact customer dynamics so strongly, how to identify when leadership needs work, and the value of maintaining the simple things when it comes to how teams interact Shaun Kenny is the Co-Founder and Chief Creative Officer of People of Influence, a leadership and team development company based in Sydney that helps the world’s leading brands get the best out of people. As an individual, Shaun is one of Asia Pacific’s most in-demand speakers and educators, having delivered over 1,000 sessions to over 150,000 people for over a decade with companies like Microsoft, Uber, Pepsi and American Express. In his role as mentor and advisor, Shaun has an up close and personal perspective of the challenges executives and leaders are grappling with in this rapidly changing world of work.An economist by training, Shaun translates the latest insights of behavioural economics and neuro-economics into practical tools that professionals can use for immediate impact. In our conversation, Shaun and I also go through what it takes to become a leader that people are compelled to follow. We look at how these traits connect to not only building a high performing team but also building a culture of teamwork that can translate through to your product and customer. Remarkable TakeawaysWhy understanding the influence of power differentials can fundamentally change how you show up in conversations with customers.How to effectively identify symptoms within teams that point to leadership which needs work.The value of creating an environment rich in simple courtesies and conversational equality, and why losing these can signify a team in decay.Connect with ShaunFind him on LinkedinLearn more about the work People of Influence do via their websiteWatch the entertaining and educational videos from the People of Influence team via their YouTube channel.  

In this episode of The Remarkable Project Jay speaks with Florencia Aimo, a Senior Director of Marketing & Communications for the world’s biggest hotel chain, Marriott International, about why owned ecosystems are the future of fully-integrated customer service, how character can define a brand from its closest competitors, and the value of mixing in-person perspective with data when it comes to better understanding customers.Over the past 18 years Florencia Aimo has built a successful career taking on numerous marketing roles on and above property with different hotel brands. Globally-minded and passionate about travel and hospitality, her journey has steered her to work in multiple cities including Buenos Aires, Miami, Cancun, Orlando and Sydney.Florencia joined Marriott International in 2015 as the Director of Digital Marketing for Marriott Australia, where she led the execution of digital strategies for the business’ hotel brand portfolio. With the acquisition of Starwood Hotels, she became part of the company’s inaugural Area Team in the region, implementing brand, digital and communication programs across a portfolio of 40 hotels and 14 brands.Today she’s responsible for leading marketing strategies and brand localisation, raising brand awareness and driving hotel performance. As well as securing significant global and local market partnerships including the Australia Grand Prix, Mardi Gras, and the Australian Open, Florencia has also driven change and innovation across hotel marketing over the past decade. This includes restructuring the organisation and developing Marriott’s local paid placement advertising and digital marketing programs.She holds a bachelor’s degree in Business Administration with a Marketing Major from Florida International University, USA, and currently resides in Sydney’s Northern Beaches with her partner.Remarkable TakeawaysWhy creating your own ecosystem can have such a positive impact on growing both lifetime value and long-lasting customer love.How to separate brands or offerings by defining their true character, even if they were purposely built to compete with each other.The value of bringing together first-hand observation and deep listening with data, to ensure you know your customers intimately, today and tomorrow.Connect with FlorenciaFind her on LinkedinLearn more about the Marriott Bonvoy program here

In this episode of The Remarkable Project Jay speaks with psychology scholar, identity expert and esteemed author, Jay Van Bavel, about why great businesses don’t need to micromanage their people, how our need to belong and to be distinct can co-exist within groups, and the power of identity symbols in aligning people with your brand. Jay Van Bavel is an Associate Professor of Psychology & Neural Science at New York University, an affiliate at the Stern School of Business in Management and Organizations, Director of the Social Identity & Morality Lab, and co-author of ‘The Power of Us: Harnessing Our Shared Identities to Improve Performance, Increase Cooperation, and Promote Social Harmony’. Prior to joining NYU, Jay completed his PhD at the University of Toronto and a Postdoctoral Fellowship at The Ohio State University.  From neurons to social networks, Jay’s award-winning research examines how collective concerns – group identities, moral values, and political beliefs – shape the mind, brain, and behaviour. His work addresses issues of group identity, social motivation, cooperation, implicit bias, moral judgment, decision-making, and social media. He studies these issues using neuroimaging, lesion patients, social cognitive tasks, economic tasks, cross-cultural surveys, and computational social science.  Jay has published over 100 academic publications and co-authors a mentoring column, called Letters to Young Scientists, for Science Magazine. He has written about his research for the New York Times, BBC, Scientific American, Wall Street Journal, LA Times, and the Washington Post, and his work has appeared in academic papers as well as in the US Supreme Court and Senate. His research was also featured in TEDx and TED-Ed videos and he has consulted with the White House, United Nations, European Union, and World Health Organization on issues related to his research.  Jay has given talks at dozens of the Psychology Departments and Business Schools, as well as academic conferences, professional events, and non-academic organisations (including the World Science Festival, TEDx, New York Times).Remarkable TakeawaysWhy creating a virtuous cycle, driven by evangelists, means great businesses don’t need to micromanage or spy on their people. How groups not only scratch the human itch to belong, but can also serve our desire to differentiate when they’re optimally distinct.The power of identity symbols in aligning people with your brand.Connect with Jay Learn more about his book ‘The Power of Us’ hereFind him on Linkedin

This episode of The Remarkable Project is a bit different.  We’re taking a look back over the last month of the Podcast and using some of the key insights from those episodes as the jump off point for a series of actionable tips you can employ in your business today to help grow impact and profit.We’ll also touch on whether our most recent run of conversations have got us any closer to answering the question of “how do you build a business that people feel compelled to talk about?”We look at the following episodes and discuss three main insights that were very evident in these four businesses that have a strong track record in sustainable organic growth. AARON TREVISFounder and CEO of wave riding innovators Surf LakesTED MOLTERSeasoned marketing and PR pro formerly CMO of San Diego Zoo Wildlife AllianceMATT BARNETTFounder, CEO and self-styled ‘Papa Bear’ of customer relationship video platform, BonjoroDAVID WACHSSelf-confessed digital entrepreneur and Handwrytten founderKey Takeaways:1. How to surround yourself with people that will help you deliver on the impact you promise for your customers. 2. A strong model for creating remarkable moments for your customers that contribute to a strong overall lifetime value. 3. Why identifying your business intent can be the main pillar to your future growth. Got Questions?https://www.remarkably.com.auReferenced episodes: Aaron Trevis: https://www.remarkably.com.au/the_remarkable_project/aaron_trevis/Ted Molter: https://www.remarkably.com.au/the_remarkable_project/ted_molter/Matt Barnett: https://www.remarkably.com.au/the_remarkable_project/matt_barnett/David Wachs: https://www.remarkably.com.au/the_remarkable_project/david_wachs/