Enright Hendy & Partners

Refer to the ‘Case Histories’ and ‘Our Portfolio’ for the ‘here’s proof’ of our capabilities.

The firm was established in 1990 by Phil Enright to offer a more holistic integrated approach to marketing and communications. In the 1980s, as Director of Clemenger Australia and Director of Marketing Services/General Manager of Garnsey Clemenger (Brisbane), Phil Enright recognised the prevailing advertising agency business model was highly ineffective in meeting client needs.

More importantly, that ’service’ model failed to effectively respond to the diminishing impact of mass media brand campaigns. The model couldn’t produce the kinds of ‘conversational exchange’ between corporation and consumer. The marketing and communications strategies required, invariably require the involvement of the company’s CEO and senior leadership to make the organizational-wide, cultural commitment and IT systems infrastructure investment.

He recognised the disconnect between client’s marketing departments and operational areas was undermining client outcomes to a substantial degree. Effective management and marketing understanding and skills are required to ‘bridge’ the divide to eliminate the inefficiencies inherent in that situation.

The ‘bloggs’ facilitated conversation between General Motors CEO and their customers was inconceivable under the old ad agency account exec/client marketing/product manager relationship.

In today’s highly competitive, informed (cynical) consumer environment, new strong brands are not being created, nor are long-standing brands being nurtured primarily with the highly impersonal mass media advertising.

Phil chose to focus on markets in which the client prospects would be likely to recognise the integration of their customers into their organisations would enhance the quality of service delivery and client and employee satisfaction alike.

Business relationships both externally and internally based on clearly understood and shared values driving all activities within the business plan can make the difference. By researching and linking customer and employee needs to organizational values, businesses can achieve real ‘ownership’ through a clear understanding of, and commitment to, these shared values.

Specific research of corporate Australia also shows consistently that the most common barrier to aligning outcomes to values are middle and supervisory management who often lack the communication skills and understanding to unlock the potential and ‘ownership’ of their staff. Recent research reports externally delivered programs have been unsuccessful in training middle management to answer this challenge.

Applying organizational-specific strategies, on-the-job mentoring and coaching, and meaningful measurements of service delivery, have proved to be the only effective response to date.

As most organisations are recognising the potential of a customer service-driven culture to provide competitive advantage, quite sensibly, any organisational structure, systems and process ‘re-engineering’/fine-tuning, or further management recruited, should preserve and reinforce the positive elements within the organisational culture.

Enright Hendy & Partners is based in Brisbane. It has a team of four working across areas as diverse as research, strategic planning/repositioning, organisational and cultural change, including process improvement, performance appraisal, service delivery measurement and recruitment.

Business models similar to that adopted by Enright Hendy & Partners now dominate the management and marketing/communication consulting industry in Western Europe and are increasingly being adopted in North America as it is now recognised their ‘lived’ business goals more closely match those of their clients.

The hallmark of any Enright Hendy & Partners project is the research-driven experience applied in our approach.

The project starts with our researching and understanding your own organisation. Our focus then shifts to our researching and understanding your interaction with your various current and potential markets and stakeholders. Our research of your potential markets produces an understanding of not just how you are perceived against your competitors in a general sense, but also results in an understanding of specific prospect opportunities.

This prospect-specific input was invaluable to the successful launch of Microsoft’s first IT Network Operating Systems in Australia.