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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.

Why is the customer always right?

This often used short hand phrase for customer focus has been a great way to simplify the message that customers are important. The reality is...

What every company must have to be truly customer focused

Many people ask me about the key ingredients to being a customer focused business and ultimately there is one answer, customer focused leadership. If the...

3 necessary ingredients for building a customer focused culture in your team

Customer focus is not just about customer service or only about the frontline of an organization. Every individual needs to translate what customer focus means...

6 questions on customer focus every leader must answer

There has always been a lot of talk from business leaders about being customer driven, customer focused, customer centered in their business activities but...

3 ways to secure senior management buy-in and use it to establish a customer-centric culture

Image from John Kotter's Great Book on the Subject of Buy-in One of the greatest challenges for customer experience executives is gaining buy-in for investments...

3 reasons customer feedback is more critical now than ever

15 seconds of feedback! 1. Feedback ready or not In the past we spent a lot of time talking with clients about the need to…

The number one reason every moment matters in customer experience

A recent survey commissioned by Harris Interactive found that 86% of consumers quit doing business with a company because of one bad customer experience,...

7 ways a lack of customer centric culture destroys business growth

Being a business that is focused on real value for customers is often talked about by CEOs but in our experience only sincerely acted...

7 ways a CEO demonstrates he/she is serious about being customer centric

One of the reasons companies struggle in their quest for enhanced levels of customer focus is employees don't buy the fact that their leadership...

The role of inspiration and emotion in customer focused culture change

The logical rationale for being customer focused is very hard to argue with. We know that if we can make great products and create an...

The company-customer disconnect

It's a strange irony that the very actions many companies take in an attempt to grow often stops them from growing. The most obvious recent...

How much is poor customer experience costing you?

Source: Genesys Research: "The cost of poor customer service" Genesys conducted research to determine some of the hard costs associated with provision of poor service...

Great Customer Experiences

We so often hear the negative customer experiences, they are the ones that grab attention, we are shocked!, appalled! but riveted by hearing...

The customer focused CFO

Congratulations to John Stanhope, recognized as this year's CFO of the Year in Australia at the CFO Dealbook Awards for 2011 , an event...

A “wow” customer experience in the middle of the Indian Ocean

My father, Linden recently spent a week at Le Touessrok Hotel Resort in Mauritius to unwind and get away from the cares of the...

Are you focused on your customer’s profit producing behaviors?

Do you know which of your customers are profit producers? It's a great way to think about that core group of customers that really drive...

The only metric that matters to customer focused businesses – Lifetime Value

I was recently asked by a client, “if you could only have one measure to manage your business, what would it be?”. I quickly...

How to get the CFO on marketing’s side

I recently ran a session in Chicago on Strategic Return on Marketing Investment (ROMI) and one of the questions that came up during the...

Part 1: Understanding Lifetime Value of Customers

This is a simple business concept that is not necessarily that widely known. Intuitively we understand that customers that are loyal and keep coming...

The 5 Crucial Questions you must answer about your customers

There are 5 crucial questions every leader must answer about their customer base: 1. Which customers are your most valuable and why? 2. Which customers…

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