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.
You can’t handle the truth – why most leaders say they want their businesses to be customer-centric but aren’t...
What separates the businesses that sustain from those that wither away? Customer obsession. So why do leaders say they want their businesses to be customer-centric…
Why intensity and metrics matter when reshaping an organization’s culture: Lessons from Wells Fargo
Wells Fargo’s challenges over the past few years have been well documented. It took a turn for the worse when it created an aggressive sales…
Is it possible to compete with Amazon and win?
For businesses everywhere, this is becoming an increasingly relevant question. Not long ago most business could just ignore Amazon and say to themselves that’s fine…
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…
Why being customer obsessed pays! Lessons from the CEO of massively successful startup Naked Wines
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…
The reason what they teach in business school is wrong and why a customer-obsessed culture is the only answer
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…
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 Telecom
“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 from United
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 the New York dining world
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...