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.
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...
How do you get employees to care about customers?
This is a question I often hear from leaders of large companies that want to create customer centered organizations. It is one of the key...
78 Years of Customer’s Trust Destroyed in an Instant
Source: The Economist One of the most dramatic instances of breaking a promise to customers came during this past week as VW admitted to deliberately...
What does Customer Centric Leadership look like?
Source: Evan Carmichaelhttps://www.youtube.com/channel/UCKmkpoEqg1sOMGEiIysP8Tw There is plenty of research and anecdotal evidence that tells us if customers believe “we care” about what we sell them, how...
Empowering Employees to do the right thing for customers
When we measure the customer-centric culture of organizations around the world, one of the recurring themes is a low score on “empowerment”. Lack of empowerment...
What sport can teach us about customer centricity
Sporting clubs refer to their customers as fans. This is an appropriate term because “fan” is shortened from “fanatic”. Successful sporting teams have fanatical...
A ‘Value’ Mindset is at the Heart of Customer Centricity
Andrew Kakabadse, Professor of Governance and Leadership at Henley Business School, UK, carried out in-depth interviews with leaders in more than 100 private and...
Transforming IT is Crucial to Customer Centricity
The explosion of digital technologies and acceleration of innovation is bringing IT into the center of the business – not because of IT itself,...
Customer Centricity Requires Resilient Leadership
In practice, a customer-centric culture requires people in organizations to be able to adapt to change and provide new forms of value to their...
Why Collaboration is Key to a Customer-Centric Culture
In our work with large corporations around the world we find that many of them are challenged by a siloed internal environment that works...
Why are Tesco, McDonald’s and Woolworths Supermarkets Losing their Leadership Positions?
Tesco, the British based supermarket chain, has shocked analysts with an overstatement of profit expectations by 250 million pounds and questions have been raised...
3 reasons why customer centricity’s time has come
The world of business has rapidly transformed over the past 15 years. From a world where businesses controlled supply, controlled the message and could...
Amazon’s customer centric moment of truth
Image credit: Steve Jurvetson/Flickr I have been a fan of Amazon.com for many years, in fact I wrote extensively about them in my new book, the...