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Profile: Christopher Brown
Articles by Christopher Brown
5 Ways to Start Transforming Your Customer Demand Generation Process
It looks like 2013 could be “The Year of the Marketer,” according to the CMO Council. Their recent “State of Marketing Audit” results revealed that CMOs are reporting a strongly... read more
Stop Doing Stupid Things to Customers
2A good friend of mine in Sydney recently relayed a story I have heard many times over. Yes it involves buying a car and yes the experience was less than... read more
Is This the End of In-Store Customer Service and Retailing as We Know It?
2You would think traditional retailers when confronted with the undermining of their traditional in store purchasing business models would be reaching out for new ways to create value for their... read more
Extreme Customer Service on Top of Mt Kilimanjaro
Source: crewtreks.com It is amazing where you will find people with a “customer first” mindset and an innate sense of understanding customer needs and how to fill them. Mt Kilimanjaro... read more
How Customer Centric Companies Make Service Recovery a Priority
In the below video, Chris Zane of Zane’s cycles, probably the most customer centric bike store on the planet, tells the story of how they got things wrong. Not only... read more
Driving High Value – Low Cost Customer Experiences
A friend of mine travelled last week from Bangalore to Dubai on IndiGo Airlines. She said it was low cost, with seats that would lean back giving a feeling of... read more
Customer Centric Lessons from the Rock Band Van Halen
CREDIT: PHOTOSTATION IMAGES/LARRY MARANO Van Halen was particularly big in the US during the 1970s and 1980s. David Lee Roth was their lead singer and also somewhat of an technical... read more
Breaking Down Company Silos With Internal Social Media Tools
In a recent project with a large Energy company, I was working with the senior management and staff to help develop and embed a customer-centric culture. It is their belief... read more
Being Customer Centric Means Being People Centric
Source: http://thesismusen2012.wordpress.com/ I was talking with a friend last week about the challenges of developing a customer-centric culture in large organizations. He used the word “customerization” to refer to the... read more
What Customer-Centric Looks Like in the Insurance Business – Lessons From Aflac
Insurance is a “grudge” purchase. No-one likes to pay for something they may never need or use. It’s a bit like going to the dentist for a tooth extraction. Then... read more
Your Customers Are Being Stolen by the New Digital Disruptors – Are You Fit Enough to Compete?
FitNow, launched in 2008, produces Lose It!, the top application in the iPhone’s health and fitness category. FitNow is based on the premise that your phone is always with you... read more
Does Intel Have the Right Culture for the Future?
In a question asking him to summarize the Intel culture, outgoing CEO (in May 2013), Paul Otellini said: “Egalitarian. Merit based. That came from Noyce. Anyone can speak in a... read more
4 Ways Electronic Arts Navigated Major Tectonic Shifts Impacting Their Customers
Many industries today are experiencing market and technology shifts in their marketplaces that are somewhat like the clashing of tectonic plates that cause earthquakes and tsunamis. Industries including publishing and... read more
Can Nokia Regain Its Customers and Former Glory?
As Nokia’s new chief executive, Stephen Elop, took over in September 2010, he faced a formidable task: to regain the company’s lost ground in the smartphone segment of the global... read more
2 Secrets of Salesforce.com’s Success at Attracting Customers
Jamie Greney, a long standing employee says “In my ten years at salesforce.com, I think one of the most important elements to our success has been the corporate culture. We’ve... read more
