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Minisode #69: From Crisis to Transformation
Manage episode 461029490 series 2971020
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Welcome to our series of bite-sized episodes featuring favourite moments from the Leading for Business Excellence podcast series.
This minisode features Steve Vaid as he reflects on his journey of leading a cultural transformation from the charity sector to financial services. Discover how a relentless focus on the customer, from Net Promoter Scores to vulnerability analysis, not only lifted scores and retention rates but also built a team ready to thrive through crises, from a Royal Commission inquiry to Covid-19.
Listen to the full episode here: https://pmi.co.uk/knowledge-hub/customer-centric-leadership-insights-from-charity-to-commerce/
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