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John was born and raised in Canterbury, Sydney. He learnt the value of work early in life when he began delivering milk when eight. In addition, he also delivered newspapers when 12.

This he did whilst attending and receiving his Leaving Certificate at Enmore Boys High. He then began studying Accounting part-time whilst working with the Sydney Tax Office. He finally gave up all jobs when 19 and was sent on a Mission to the Eastern States Mission in New York City, for the Church of Jesus Christ of Latter-day Saints or “Mormons”. He was the only missionary to serve the entire 12 months over an 18-month period as a guide in the Mormon Pavilion during the New York World’s Fair. He grew up with Lesley in the same ward and they were married in 1968, two years after he returned home. With one child in 1971, he left the Tax Office after some 9 years and began ITP “The Income Tax Professionals”, at the age of 27. They moved a short time later to their new home in Baulkham Hills.

After 7 long hard years of living on negative income, principally living on Lesley’s Ballet teaching money, the business began to return some income instead of placing profits into constantly opening new offices. Through Franchising, now ITP has over 250 offices throughout every major city and country town, preparing over 300,000 taxation returns. Besides being the Franchisor, John’s company owns and operates some 20% of all offices, the remainder being franchised.

John completed his Accounting Degree and then later, completed his Masters of Business Administration Degree at Macquarie University. He is a Fellow of the Taxation & Management Accountants organisation. He is a JP.

John has always been active in the community, serving in Rotary, a major political party and from the fledgling days of the Hills Grammar School in 1982. His time with the school was interrupted when he was called by the LDS Church to be a Mission President over the same Mission in which he once served. He and Lesley lived in New York City with their four remaining children, from 1994 to 1997, leaving their two married children living at their Dural home. John presided over all the buildings, facilities, public affairs, missionaries and church members there. He enjoyed meeting so many he knew before, whether in Brooklyn, Queens, Staten Island or Long Island. They also enjoyed having the island of Bermuda in their mission.

John has since been called as the Sydney Australia Temple President at Carlingford for a 3 year term from Nov 2008 until 2011.

They now live in their home in Dural, enjoying the five acres they have lived in these past 26 years. Their six children have all attended the Hills Grammar School. 4 of their 6 children are married with 10.5 grandchildren. 5 of the families live within 25 minutes of their Dural home.

Customer Xperience Management is the active orchestration of the people, technology and the processes in a business - from end to end.

Customer Xperience takes into account that “the tangible aspects of a product or service have far less influence on consumer preference than the subconscious sensory and emotional elements derived from the total experience” (Lewis P Carbone ‘Clued In’.) I’ve paraphrased that to “Give people an experience they can’t get anywhere else and they won’t go anywhere else”
“Today, the number of companies that understand how to stage impressive customer xperiences are few. Tomorrow, those that don’t get it right will struggle.” (ATG Report)

The strategic shift of Customer Xperience is to move the focus from the internal business processes and the way customers are managed to “taking the customers’ perspective; better understanding how they interact with the business at every touch point; and using that understanding of the customers full context to improve the value of every customer interaction, whether it’s an outbound marketing, a transaction or a request for service or support.”(ATG Report). And it goes further than that. At CXM we add that improving the customers experience has a purpose. That purpose is to meet the business goals.

Why bother?
  The simple answer is that it’s good business. When your customers have a magnetic customer xperience you have an opportunity for the following:


1. Maximising the wallet share for what you sell.


2. Increase the number of your products per customer. 


3. Increase the acquisition of new customers. 


4. Minimising customer churn. 


5. Increasing the number of customers who are advocates for your business. 


6. The more customers who are advocates the lower your marketing costs.

The smart answer is that it’s the way you and I like to be treated. We want to feel good about the way we are looked after and the xperiences we have with those with whom we do business. That’s why we coined the phrase Magnetic Customer Xperiences. Magnetic Xperiences attract customers to a business. They create people who brag about doing business where they do. They create situations where customers bring others back to repeat the Xperiences with them.

http://www.cxm.com.au/index.html