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Profile: 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.

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Articles by Christopher Brown
Why Smashing Hierarchy And Driving Collaboration Is Essential To Customer Experience

Why Smashing Hierarchy And Driving Collaboration Is Essential To Customer Experience

Customer Experience

When Dr David Cooke was appointed managing director of Konica Minolta in Australia, he was faced with a culture of strict hierarchy, strong silos, and task-oriented behavior. He realized this... read more

3 Traits A Company Culture Must Have To Create Great Customer Experiences

3 Traits A Company Culture Must Have To Create Great Customer Experiences

Customer Experience

The way customers are treated by your company is a direct reflection of your company culture. If you have a culture based on fear and mistrust, customers will experience the... read more

How Zappos Makes Sure Customers Get a Great Experience Everytime

How Zappos Makes Sure Customers Get a Great Experience Everytime

Customer Experience

You see countless articles every day that claim improving a single part of your customer service strategy is the “key” to something. Experts promise how listening to your customers, delivering... read more

Why Empowerment and Trust Are Crucial to Creating Great Customer Experiences

Why Empowerment and Trust Are Crucial to Creating Great Customer Experiences

Customer Experience

Many of the most-used customer service buzzwords focus on delighting the customer, proactively providing a good experience or making a personal and emotional connection – but what about trust? How... read more

How DollarShaveClub.com Created a Disruptive Customer Experience

How DollarShaveClub.com Created a Disruptive Customer Experience

Customer Experience

If you think about what’s happening in the men’s shaving razor market it’s a little like a cold war era arms race. Each year more and more blades are added... read more

The Customer Insight Lab of the Future

The Customer Insight Lab of the Future

Customer Experience

Telstra, Australia’s largest telecommunications company, like other large organizations has a powerful research, analytics and insights hub. Liz Moore, who heads that group in Telstra says “You need deep seated... read more

5 Ways to Start Transforming Your Customer Demand Generation Process

5 Ways to Start Transforming Your Customer Demand Generation Process

Customer Experience

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

Stop Doing Stupid Things to Customers

Customer Experience

2

A 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?

Is This the End of In-Store Customer Service and Retailing as We Know It?

Customer Experience

2

You 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

Extreme Customer Service on Top of Mt Kilimanjaro

Customer Experience

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

How Customer Centric Companies Make Service Recovery a Priority

Customer Experience

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

Driving High Value – Low Cost Customer Experiences

Customer Experience

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

Customer Centric Lessons from the Rock Band Van Halen

Customer Experience

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

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

Being Customer Centric Means Being People Centric

Customer Experience

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