Christopher Brown
Dr Chris L. Brown
Dr Chris L Brown is the co-founder of the MRI Benchmark SaaS business and a customer-centric leader, culture, and strategy expert. His award-winning book “The Customer Culture Imperative: A Leader’s Guide to Driving Superior Performance.” is published by McGraw-Hill, New York. Chris is part of Harvard Business School’s global faculty for Customer-Centric Organizations. He has contributed to the Harvard Business Review, Strategy and Leadership, and CEO Magazine. He is the host of The Relentless Customer Leader Podcast. Chris received his Doctorate from Pepperdine University in Malibu.
AI & Leadership: The risk of not being data-driven
Organisations have more data than ever before, yet less clarity. They have more AI tools available than at any point in history, yet most leaders…
Leading Without the Title: How Johannes Spille is Driving Strategic Change at Rosen Group
This week I had the opportunity to catch up with Johannes from Rosen Group USA. The time I spent with him was so valuable...
Why Your Customer Centricity Transformation Keeps Failing—And What James Clear’s Atomic Habits Reveals About the Fix
The real reason your CX initiatives stall has nothing to do with strategy. It has everything to do with habits. Adapted from Source: Clear, J....
The 4 Ways CEOs of Million-Customer Companies Stay Connected to Reality
When a company grows from a handful of employees to thousands, when customers multiply from dozens to millions, something profound happens. The once-crystal-clear connection...
10 Barriers to Building a Customer-Centric Culture—And How to Overcome Them
Photo by fauxels on Pexels.com Creating a customer-centric culture isn’t just a buzzword—it’s a business imperative. But many leaders struggle to get there. Here are the...
How can you lead like Jeff Bezos of Amazon?
Jeff Bezos is one of the most successful business founders and leaders of modern times; in fact, what he has achieved is proof of...
Customer Centric Culture as a “Product” consumed by employees
The term culture is a loaded term, often associated with misalignments between what an organization professes to be and how it actually operates. So...
How to go from “Good to Great” Customer Centricity
The image above sits on my desk in my home office as a source of inspiration. It is a simple note from one of...
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...