Jeff Cooper was a Founding Partner of Step Change. He learned his most valuable lessons in strategic thinking by investing his own money. Since 2014, Jeff has been empowering businesses on their journey towards customer-centricity and has a particular passion for bringing the customer into the boardroom and blending that with his commercial nous. Jeff has worked with a number of major financial, aged care, and professional services institutions. He holds a handful of advisory positions to the Boards of organisations looking to continue their journey towards customer-centricity. He then left the business in 2019 to focus on his Board career.
Ashton Bishop is Australia’s Predatory Thinker — an expert in pinpointing how businesses can grow by outsmarting their competitors. His niche is in strategy, where he has spent the last 20 years working internationally on some of the world’s biggest brands. He’s a business owner and serial entrepreneur; challenging, sometimes even controversial; but always focused on what gets results.
Customer-centricity used to be something that the marketing department was responsible for. But in the Age of the Customer, it needs to be at the heart of the business, which then ripples right through every department — from operations to marketing, sales, management, legal, and compliance.
In the past, customers often trusted banks on the basis of their scale, professionalism, and history. Today, customers are more likely to measure the trustworthiness of a bank based on their customer service and support. Customer-centricity is likely to be the key to winning over customers again.
