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Christopher Brown

Christopher Brown
Chris Brown is the CEO of MarketCulture Strategies, the global leader in assessing the market-centricity of an organization and its degree of focus on customers, competitors and environmental conditions that impact business performance. MCS works closely with the C-Suite and other consulting groups to focus and adjust corporate vision and values around the right set of beliefs, behaviors and processes to engender more dynamic organizations, predictable growth, and customer lifetime value. In short we help leaders profit from increased customer focus.

“Culture is not the most important thing, it’s the only thing” – Costco’s Jim Sinegal

Customers walk in to buy six months worth of toilet paper and walk out with the latest flat screen TV and a case of...

Customer Metrics: Measure what matters most to customers

As business leaders we tend to pay a lot of attention to the metrics important to the business, that is, revenue, cash flow, profitability,...

Great customer focused leaders – Jeff Bezos

Amazon, under the leadership of Jeff Bezos, has been a great success story. It really created the online retailing sector with an initial focus...

The only 2 sources of competitive advantage

Jack Welch, the former CEO of GE, suggested there were only two sources of competitive advantage for businesses. Given his track record at GE...

What is the purpose of business?

Ask anyone this question and you will get a variety of answers, the most common being to make a profit. While certainly to make...

Why Intuit failed internationally

Intuit have been a great success story in the US, they have built the number one accounting and tax preparation software for the past...

Does Facebook have a customer culture? Absolutely!

With Facebook in the business news for all the wrong reasons, a cratering share price, slowing user growth and so on it is useful...

Taking the long view

A customer culture is one that takes the long view. It's a company that recognizes the necessity to get short-term results but does not borrow...

A new way to innovate and get funded

One of the biggest challenges in businesses is determining whether your new product or service actually fills a need. It maybe a cool product,...

Can technology retailers survive? Not without a customer focused culture and some new ideas.

The Amazon online model continues to apply pressure to the traditional bricks and mortar retail stores. Now with the addition of an app that...

Apple’s secret manual for customer experience

Much of Apple's success has been attributed to its innovative, high quality products which no doubt have been a crucial ingredient to it becoming...

Managing customer expectations

Customer expectations are influenced by a number of factors, many of which are out of our control. For example previous experiences with different products or...

Employee engagement is simply not enough

Employee engagement is an important measure for many organizations. It does provide an indicator as to whether employees are willing to go the extra...

Prioritizing Customer Experience Investments

Making deliberate efforts to improve the customer experience can require significant investments. So how do you decide on which customer experience investments to make? It...

Maintaining momentum during a customer focused culture change initiative

"A constant trickle of water will wear away the stone that a burst of rain will leave unchanged." How do we maintain momentum? We get…

Customer focused leaders are willing to take short term pain for long term gain

Becoming a truly customer focused organization takes effort. Remember: "Nothing worth doing comes easily" There are substantial pay-offs to aligning your business with your customers.…

The link between customer focus and employee engagement

Customer focus and employee engagement are two sides of the same coin. Clearly if your customers are going to be satisfied it takes an engaged...

Are Fortune 100 CEOs laggards on customer focus?

Fortune 100 CEOs Are Social Media Slackers from Blue Trumpet Group The slide show above provides some statistics on the low levels of...

Does your leadership have a monopoly on brainpower?

In many organizations the leaders act as though they have all the answers. In customer focused cultures the leaders recognize that great ideas can come...

Breaking down silos – one of the keys to creating collaboration around the customer

Is your leadership team really a team or a collection of individuals running their own teams? When the team at the top of the organization...

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