Mar 21, 2024
Why would a world-class sports academy invest in a student center, rather than more coaches, fancy equipment, or dorms?
IMG Academy, a Florida boarding school, turns out some of the most successful college and professional athletes around. Its president, Tim Pernetti, led a massive cultural shift toward customer loyalty.
Tim says IMG Academy used to be highly focused on coaching and sports operations. To be clear, that emphasis on athletic excellence helped produce a large number of highly successful athletes. But Tim and the leadership team saw the potential to add something on top of this: a focus on serving a more comprehensive set of student-athlete needs. Today, IMG Academy leverages student-athlete input to refine its program and operations. New initiatives range from enhancing dining experiences to introducing flexible communal spaces.
Tim shares how an emphasis on employee recognition combines regular student and parent feedback to instill deep, enduring culture change.
Guest: Tim Pernetti, President, IMG Academy
Host: Rob Markey, Partner, Bain & Company
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