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.
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...
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...
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...
There has always been a lot of talk from business leaders about being customer driven, customer focused, customer centered in their business activities but...
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...
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…
A recent survey commissioned by Harris Interactive found that 86% of consumers quit doing business with a company because of one bad customer experience,...
Being a business that is focused on real value for customers is often talked about by CEOs but in our experience only sincerely acted...
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 logical rationale for being customer focused is very hard to argue with. We know that if we can make great products and create an...
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...
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...
We so often hear the negative customer experiences, they are the ones that grab attention, we are shocked!, appalled! but riveted by hearing...
Congratulations to John Stanhope, recognized as this year's CFO of the Year in Australia at the CFO Dealbook Awards for 2011 , an event...
My father, Linden recently spent a week at Le Touessrok Hotel Resort in Mauritius to unwind and get away from the cares of the...
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...
I was recently asked by a client, “if you could only have one measure to manage your business, what would it be?”. I quickly...
I recently ran a session in Chicago on Strategic Return on Marketing Investment (ROMI) and one of the questions that came up during the...
This is a simple business concept that is not necessarily that widely known. Intuitively we understand that customers that are loyal and keep coming...
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…