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 most companies don’t deliver great customer experiences
We are all customers and we know what a great customer experiences feels like. We also know that a great customer experience influences our...
Is Apple heading for a fall?
One of my favorite authors Jim Collins in his book How the Mighty Fall describes a 5 stage model of decline that many companies...
4 ways customer centric leaders demonstrate they care
It is a well known fact in the marketing world that many customers decide to do business with other organizations simply because they believed...
How Ford broke down silos and reinvented itself
Ford reported a loss of more than $14billion in 2008 at the height of the financial crisis. Like many businesses at the time it...
Why social media matters to customer centric businesses: Death by a thousand cuts
Much has been written about the impact of social media on corporations and yet many still dismiss it as a distraction. The "United Break Guitars"...
Customer centric leadership – how to paint a vision that inspires action
I have been fortunate enough to indulge one of my passions this week, attending the world's largest bicycle industry show in Las Vegas, Interbike...
Why Tesco’s Fresh and Easy concept is struggling in America
The world's 3rd largest retailer, UK based Tesco, has been closing some of its "Fresh and Easy" stores in California this year. The Fresh...
Why Home Depot failed in China
Just because a business works well in the US provides no guarantees of success in international markets. How could a company as successful as...
“Culture is not the most important thing, it’s the only thing” – Costco’s Jim Sinegal
Customers walk in to buy six months worth of toilet paper and walk out with the latest flat screen TV and a case of...
Customer Metrics: Measure what matters most to customers
As business leaders we tend to pay a lot of attention to the metrics important to the business, that is, revenue, cash flow, profitability,...
Great customer focused leaders – Jeff Bezos
Amazon, under the leadership of Jeff Bezos, has been a great success story. It really created the online retailing sector with an initial focus...
The only 2 sources of competitive advantage
Jack Welch, the former CEO of GE, suggested there were only two sources of competitive advantage for businesses. Given his track record at GE...
What is the purpose of business?
Ask anyone this question and you will get a variety of answers, the most common being to make a profit. While certainly to make...
Why Intuit failed internationally
Intuit have been a great success story in the US, they have built the number one accounting and tax preparation software for the past...
Does Facebook have a customer culture? Absolutely!
With Facebook in the business news for all the wrong reasons, a cratering share price, slowing user growth and so on it is useful...
Taking the long view
A customer culture is one that takes the long view. It's a company that recognizes the necessity to get short-term results but does not borrow...
A new way to innovate and get funded
One of the biggest challenges in businesses is determining whether your new product or service actually fills a need. It maybe a cool product,...
Can technology retailers survive? Not without a customer focused culture and some new ideas.
The Amazon online model continues to apply pressure to the traditional bricks and mortar retail stores. Now with the addition of an app that...
Apple’s secret manual for customer experience
Much of Apple's success has been attributed to its innovative, high quality products which no doubt have been a crucial ingredient to it becoming...
Managing customer expectations
Customer expectations are influenced by a number of factors, many of which are out of our control. For example previous experiences with different products or...