Christopher Brown

Why is the customer always right?

This often used short hand phrase for customer focus has been a great way to simplify the message that customers are important. The reality is more complex, we know the customer is not always right for our business. There are customers that will take advantage...

What every company must have to be truly customer focused

Many people ask me about the key ingredients to being a customer focused business and ultimately there is one answer, customer focused leadership. If the senior leaders don't really get it, it creates a tough environment for those employees that recognize its importance. Customer focused…

3 necessary ingredients for building a customer focused culture in your team

Customer focus is not just about customer service or only about the frontline of an organization. Every individual needs to translate what customer focus means to them in their role Here are the 3 ingredients necessary to get started: 1. Identify your customers, who are…

6 questions on customer focus every leader must answer

There has always been a lot of talk from business leaders about being customer driven, customer focused, customer centered in their business activities but what does that really mean? Here are some key questions and answers to help leaders wanted to improve their organization's level...

3 ways to secure senior management buy-in and use it to establish a customer-centric...

Image from John Kotter's Great Book on the Subject of Buy-in One of the greatest challenges for customer experience executives is gaining buy-in for investments in improving the customer experience. Customer experience can seem like a never ending intangible problem that is too hard to…

3 reasons customer feedback is more critical now than ever

15 seconds of feedback! 1. Feedback ready or not In the past we spent a lot of time talking with clients about the need to draw out feedback from customers. Complaints were a gift, an opportunity to improve and beat the competition. These days for…

The number one reason every moment matters in customer experience

A recent survey commissioned by Harris Interactive found that 86% of consumers quit doing business with a company because of one bad customer experience, up from 59% 4 years ago. *Source: Harris Interactive: Customer Experience Impact Report 2011 86%! And growing, this is clearly showing...

7 ways a lack of customer centric culture destroys business growth

Being a business that is focused on real value for customers is often talked about by CEOs but in our experience only sincerely acted upon by a few. Its not enough to just believe in an idea, one must act to make it happen. A...

7 ways a CEO demonstrates he/she is serious about being customer centric

One of the reasons companies struggle in their quest for enhanced levels of customer focus is employees don't buy the fact that their leadership is serious about making the change. They are looking for signs that this is not just the flavor of the...

The role of inspiration and emotion in customer focused culture change

The logical rationale for being customer focused is very hard to argue with. We know that if we can make great products and create an awesome customer experience we will be more successful. And yet we often find we get stuck in a short sighted…

The company-customer disconnect

It's a strange irony that the very actions many companies take in an attempt to grow often stops them from growing. The most obvious recent example is Netflix. Once a darling of customer focus and innovation it has been faced with some difficult growth decisions...

How much is poor customer experience costing you?

Source: Genesys Research: "The cost of poor customer service" Genesys conducted research to determine some of the hard costs associated with provision of poor service in the US. They found than $83 billion annually is either lost to competitors or lost for good as consumers…

Great Customer Experiences

We so often hear the negative customer experiences, they are the ones that grab attention, we are shocked!, appalled! but riveted by hearing about how companies stuff up! What were they thinking? How could they do something like that? Why Why Why? So for a...

The customer focused CFO

Congratulations to John Stanhope, recognized as this year's CFO of the Year in Australia at the CFO Dealbook Awards for 2011 , an event sponsored by Australia's professional accounting body, CPA Australia. The CFO Awards recognize the achievements of the very best in Australian finance...

A “wow” customer experience in the middle of the Indian Ocean

My father, Linden recently spent a week at Le Touessrok Hotel Resort in Mauritius to unwind and get away from the cares of the working world. This is his story of how they created a world class customer experience: Touessrok is the flagship of four...

Are you focused on your customer’s profit producing behaviors?

Do you know which of your customers are profit producers? It's a great way to think about that core group of customers that really drive your business forward. These are typically what we think of as our most loyal customers, our advocates and what they...

The only metric that matters to customer focused businesses – Lifetime Value

I was recently asked by a client, “if you could only have one measure to manage your business, what would it be?”. I quickly thought about the range of metrics available to executives today: profit per customer, market share, revenue growth, customer satisfaction, new...

How to get the CFO on marketing’s side

I recently ran a session in Chicago on Strategic Return on Marketing Investment (ROMI) and one of the questions that came up during the session was related to defending the marketing budget with the CFO. If you were asked the question, what would be the...

Part 1: Understanding Lifetime Value of Customers

This is a simple business concept that is not necessarily that widely known. Intuitively we understand that customers that are loyal and keep coming back are the heart of business. However when was the last time you quantified this value? When you take a...

The 5 Crucial Questions you must answer about your customers

There are 5 crucial questions every leader must answer about their customer base: 1. Which customers are your most valuable and why? 2. Which customers are costing you more time energy and stress than they are worth? 3. Who are your advocates? Customers that are…

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