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228: John Brandt, author of Nincompoopery: Why Your Customers Hate You and How to Fix It

John Brandt, author of Nincompoopery: Why Your Customers Hate You – and How to Fix It 

John Brandt  and Bill Ringle discuss Nincompoopery: Why Your Customers Hate You--and How to Fix It

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Top 3 Take-Aways from this Interview

  • Quality through essential to value, is not longer a differentiating component of value – customers want more.
  • One of the biggest gifts you can receive is a customer complaint. This is direct feedback from the customer about something that isn’t working in your organization.
  • Any time we lead change in an organization we have to manage not only those technical components, but the accompanying social aspects as well.

Tweet-Ready Insights from this Episode

Nincompoopery – terrible customer service, idiotic business processes, and soul-crushing management practices – surrounds all of us.>> #MQ4B Ep228 with John Brandt (@nextgenmfg), author of Nincompoopery: Why Your Customers Hate… Click To TweetNincompoopery is not usually the fault of any individual; its roots often lie with the company or organization. >> #MQ4B Ep229 with MQ4B Ep228 with John Brandt (@nextgenmfg), author of Nincompoopery: Why Your Customers Hate… Click To TweetTime and again I find that the biggest obstacle to leading change is the leader. Not because he or she is UNqualified, or UNmotivated, or UNpopular, or any of the other UNs you might think of; instead, they fall victim to the biggest UN… Click To TweetThe average life expectancy of an S&P 500 company used to be 75 years, but today it’s 15 years. >> #MQ4B Ep228 with with John Brandt (@nextgenmfg), author of Nincompoopery: Why Your Customers Hate You--and How to Fix It Click To TweetWe lose time, patience, and profits as stuck-in-the-past organizations actively prevent us (and our customers) from getting the value we (and they) deserve. >> #MQ4B Ep228 with John Brandt (@nextgenmfg), author of Nincompoopery:… Click To TweetOne of the most encouraging business developments of the new century is the democratization of process opportunities with customers —specifically, the availability of new techniques and new technologies to improve processes at… Click To TweetAnxiety usually correlates closely with three primal needs: Security, Relationships, and Meaning. >> #MQ4B Ep228 with John Brandt (@nextgenmfg), author of Nincompoopery: Why Your Customers Hate You--and How to Fix It Click To TweetGame-changing innovation is rare in the grand scheme of things. >> #MQ4B Ep228 with John Brandt (@nextgenmfg), author of Nincompoopery: Why Your Customers Hate You--and How to Fix It Click To TweetOnce you give yourself that freedom, once you do things you only love...you ofcourse work harder, you ofcourse work better....everything gets better once you do that. >> #MQ4B Ep228 with John Brandt (@nextgenmfg), author of… Click To TweetAnxiety usually correlates closely with three primal needs: Security, Relationships, and Meaning. >> #MQ4B Ep228 with John Brandt (@nextgenmfg), author of Nincompoopery: Why Your Customers Hate You--and How to Fix It Click To Tweet

Interview Insights

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Expert Bio 

John R. Brandt is the author of Nincompoopery: Why Your Customers Hate You—and How to Fix It (HarperCollins Leadership; hardcover; July 16, 2019). He is also CEO and founder of The MPI Group, and has devoted more than two decades to studying leadership in effective, purpose-driven organizations. An expert on how companies can adapt themselves to the realities of new markets, new corporate structures and new customer expectations, Brandt is an accomplished management innovator and an internationally recognized expert on manufacturing, technology and performance measurement. Before founding MPI in 2003, Brandt followed a unique career path combining two decades of experience in marketing, management and consulting with a passion for journalism that earned him more than twenty awards for reporting, writing and editing. Formerly publisher and editor-in-chief of IndustryWeek magazine, Brandt also served as president, publisher and editorial director of the Chief Executive Group (publisher of Chief Executive).

John Brandt

John Brandt author of Nincompoopery: Why Your Customers Hate You--and How to Fix It

Contact Info for John Brandt

Web address: https://mpi-group.com/

Travels from: Shaker Heights, OH

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​Books Authored by the Guest

Resources Mentioned During the Interview