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.
Customer communications that pack a punch
A core skill set of customer focused organization is the ability to connect powerfully with customers using messages that cut through and speak to...
Why some companies succeed without focusing on customers
Ben Wignall, when owner of the Tasmanian firm, Blue Banner Pickles, used to get a lot customer complaints. Each time Be's response would be...
What can customer experience leaders learn from the CIA?
In his book, The Art of Intelligence, ex-CIA operative Henry Crumpton who also spent a year with the FBI, contrasted the cultures of the...
Are you paying attention to your customers? A lesson from Wholefoods
Companies highly focused on customers are always paying attention to what is going on in their lives. Here is a great simple example from Wholefoods....
5 Reasons why your customers don’t believe you?
You'd be better off not saying it if you can't deliver it! Customer focus is a term both overused and underdone. It sounds good...
Do your customers inspire you? How Virgin Rail was saved by its customers
Sometimes our customers inspire us to great heights. Recently Richard Branson's Virgin Trains created a major bureaucratic turnaround by sheer force of will and...
How you can break down organizational silos
In organizations of all sizes we see silos, lack of collaboration, in-fighting and much worse – all to the detriment of the customer...
Leading the Customer Experience Race
In large organizations and even in mid-size companies it is easy for us to feel that we cannot do what's right for customers as...
How to be insanely service centric – Lessons from Zappos
Zappos is renowned globally as a legend in customer service, partially for the e-retailer's unique approach to customer interaction management. Zappos invests in the...
How Amazon’s customer centric culture breeds innovation
Amazon's vision is the be the world's most customer centric company and what this means in practice is they are always looking for ways...
Reinventing your small business with a deeper understanding of customers
If you can develop an ongoing unique understanding of your customer's needs through discussion and observation you will have a competitive advantage. A great small...
How you can create killer customer insights
Customer insight comes from a deep understanding of customers' needs and drivers of customer behavior at a level well beyond what customers themselves can...
6 ways to fortify a customer culture
Research and experience show there are 4 stages to getting and keeping a customer culture: Initiation, Implementation, Embedding and Reinforcement. In my last three...
7 ways to make a customer culture stick
Research and experience show there are 4 stages to getting and keeping a customer culture: Initiation, Implementation, Embedding and Reinforcement. In my last two...
8 Ways to Make Customer Culture Change Happen
Research and experience show there are 4 stages to getting and keeping a customer culture: Initiation, Implementation, Embedding and Reinforcement. In my last post,...
5 ways to Ignite Customer Culture Change
How do you kick 0ff the change necessary to create more customer centric behavior in businesses? Our research and experience show there are 4 stages...
What’s the difference between customer focus and customer culture?
Ask any business leader if they and their business is customer focused and you will invariably get the answer – "of course"! But, you'll...
12 Lessons from a CFO that created a Customer Culture in the finance function
In my last blog post I described the customer transformation experience of the Finance & Administration support function in Telstra, a $25 billion Australian...
How CFOs can use a customer culture to deliver $15m to the bottom line!
A lot of the discussion about building a more customer focused organization centers on the customer facing parts of a business. While there is...
How customer immersion programs amplify a customer culture
One of the most significant challenges for large businesses is staying engaged with the lifeblood of the business – customers. As businesses grow people...