Promising Outcomes can trace its roots to the seminal service quality research conducted under the auspices of the Marketing Science Institute in the 1980s. Building on that work, Promising Outcomes LLP co-founder, Bill Fonvielle, began in 1987 to create a set of methods and research tools that represented a new and revolutionary model for understanding and measuring customer – vendor relationships.
Meanwhile, research conducted by Fonvielle demonstrated that irrespective of economic sector, about 70% of the time when a customer switches from one supplier to another, the most immediate cause is a defect in service quality. In other words, most brand-switching is the result of a breakdown in the relationship between the vendor and the customer.
In the mid-1990s, Fonvielle realised that the new tools he had developed, most notably expectations mapping, could be applied to measuring the quality of relationships between vendor and customer project teams on a highly individualised basis. Instead of relying on measures such as post project client interviews or win-lose project metrics, vendors could get real time actionable measures that could lead to improved relationships, reductions in lost business and better financial performance. The system was piloted successfully at a large global training and consulting firm.
With the advent of vastly improved computing tools that could make the process much less labor intensive, Fonvielle and Promising Outcomes co-founder Rowan Jackson decided in 2009 to offer a unique suite of expectations based offerings to the business world.
Bill Fonvielle is Promising Outcomes LLP co-founder and guru-in-chief. He was the inventor of the PROMIS® methodology and the developer of many innovative business models, research tools and methodologies used by companies around the world.
These include Expectations Theory, Expectations Mapping, Virtual Group Technique, the Dynamic Business Scorecard and what he whimsically calls “The Theory of Everything.” During his forty-five plus year career, he has been president of an award-winning advertising agency, a senior executive at several management consulting and training firms, an elected public official and a board member of numerous business, nonprofit and governmental entities.
Bill’s MBA is from the Yale School of Management.
Rowan Jackson is Promising Outcomes LLP other co-founder and is a Strategy Development & Implementation specialist and Executive Team Facilitator. He has worked both as a consultant and as a Change Management practitioner in companies. Rowan has had two careers; the first, 20 years in the Royal Marines where, after serving in Commando units, he spent two years in The Royal Household. After this, Her Majesty The Queen invested him as Member of the Royal Victorian Order (MVO).
He leads a variety of executive workshops (from strategy development, implementation and mergers to relationship building) and develops coaching, inter-personal communication presentation and selling skills in executives, including negotiations, meetings management, feedback, sponsorship, service quality, sales, relationship and account management skills.
Rowan’s MBA is from the Cranfield School of Management.
Cathy Fennell is a Leadership Development and Organisational Performance consultant. She has worked as an internal and external consultant with Blue Chip companies for 23 years and specialises in Change Facilitation, Organisational Effectiveness, Leadership/Team Development.
Cathy has a reputation for developing and facilitating change and skills development in complex matrix environments with both a strategic and commercial eye and a pragmatic inclusive style. Her skills in Total Quality Management and business management coupled with leading edge organisational and behavioural development enables her to address both the hard and soft side of business transformation and leadership development to great effect. Strong in forging relationships across organisationals and national boundaries and asking the tough questions, she brings gravitas and incisiveness at an executive level, whilst engaging and inspiring teams with her passion, energy, leadership and personable nature.
Cathy’s MBA is from Henley Management College.
Martin Grixoni is a leadership specialist and Executive Team Facilitator. He has had two careers; the first as an officer in the Royal Marines which helped hone a natural mental stamina and enthusiasm, and the second as both a consultant and leadership facilitator for companies and organisations on high commitment programs in Europe, Africa and the Middle East.
Resourceful and innovative, producing results where none seem possible; familiar and effective with the challenges of decision making, problem solving and managing under pressure, Martin is well equipped to deal with any level from senior executives to the shop floor and is now the Chief of Staff for Promising Outcomes LLP.
Tracy Franz is a Project Support Specialist with over 15 years’ experience in Project Management and Administration. She has worked in Project Management in a variety of industries around the globe, including Oil & Gas, Financial Services, Property Management, Business Performance Training and Food & Beverage Distribution. Tracy has a proven track record of being an influential and motivational member on project teams and her interpersonal and communication skills enable her to relate well to people from various cultures and backgrounds.
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