Christopher Brown

A Customer-Obsessed Culture is like employee engagement on steroids

Can you imagine a business where everyone connects with its true purpose and gives the very best of himself or herself every day to deliver on that purpose? What an awesome place that would be to work! And wouldn’t you love to be their customer! Unfo...

Why being customer obsessed pays! Lessons from the CEO of massively successful startup Naked...

Luke Jecks, the Former CEO of Naked Wines, founded and led an online wine business that operates in the US, the UK, and Australia. The company connects wine lovers with boutique wineries and uses a subscription model where “angels” – consumers who pay...

The reason what they teach in business school is wrong and why a customer-obsessed...

Many of today’s senior leaders were educated in an era where business school professors told them the sole purpose of a business was to create value for shareholders. This, at a time when only a few voices professed what revered thinker and writer, Pe...

You can’t fake customer-centric culture

We hear a lot about fake news these days – what’s real and what’s fake is sometimes hard to know. That’s not the case...

Is there a customer-centric gene?

Recently I was talking with Dmitry Pukhov, co-founder and owner of a very successful event catering company in Moscow. When I asked him about...

This is why superb customer experience is not consistent or sustained by most businesses.

Don Peppers wrote a profound article recently pointing out that most companies are not acting on building superior customer experience over the medium and...

How a customer culture makes or breaks new product success: A lesson from Comcast

For those of you familiar with our work you will know that we successfully validated the link between a customer centric culture and new...

Adapting to change by putting Customers at the center of everything: Lessons from Macquarie...

“The Only Thing That Is Constant Is Change” – Heraclitus 500BC It’s hard to believe this quote is from more than 2000 years ago… I can’t...

What happens when you don’t have a corporate culture obsessed with customers – Lessons...

A man is forcibly removed after not giving up is pre-paid seat on a United Flight We witnessed one of the most extreme examples of...

Why it’s time for the banks to shift their corporate cultures

Image Source: htmvalerio Big banks and investment houses around the world have been guilty of bad behavior stemming from unacceptable corporate cultures that have led to...

Why are so many customer-centric leaders on their own?

Many customer centric leaders we have spoken with are facing challenges they did not expect. While they themselves understand the imperative for a customer...

What is the kryptonite for disruptors?

Established businesses everywhere are under attack. The headlines are full of stories of business disruption. Entrepreneurs everywhere are building companies to unseat the entrenched firms. While...

Why People Empowerment is Essential to Delivering Memorable Customer Experiences

Uber, a 5 year-old company recently valued at more than $60 billion, has smashed the taxi networks’ monopoly in many countries. Traditional taxi drivers...

Lexus – a beacon of customer centricity

The auto manufacturing industry will soon be under siege – impacts are already being felt with easy consumer access and convenience of services like...

How to create a customer centric transformation – Lessons from Air New Zealand

A little more than a decade ago Air New Zealand posted the largest corporate loss in New Zealand corporate history. Inside 24 months it...

Lessons from REI: Aligning your People

We have just completed one of the busiest weeks in retail in the United States, with Black Friday for the physical stores and Cyber...

Customer Experience is a Team Sport – How a no tipping policy is changing...

Tipping in restaurants has always been a strange experience for me, being an Australian who has spent the last decade in the US. In Australia...

How do you get employees to care about customers?

This is a question I often hear from leaders of large companies that want to create customer centered organizations. It is one of the key...

78 Years of Customer’s Trust Destroyed in an Instant

Source: The Economist One of the most dramatic instances of breaking a promise to customers came during this past week as VW admitted to deliberately...

What does Customer Centric Leadership look like?

Source: Evan Carmichaelhttps://www.youtube.com/channel/UCKmkpoEqg1sOMGEiIysP8Tw There is plenty of research and anecdotal evidence that tells us if customers believe “we care” about what we sell them, how...

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