THE CUSTOMER CULTURE IMPERATIVE

THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership

Why You Can't-Miss This Episode

In this episode of the CX Goalkeeper Podcast, Gregorio sits down with Dr. Chris Brown, co-author of The Customer Culture Imperative: A Leader’s Guide to Driving Superior Performance. They explore the seven disciplines of customer-centricity, the critical role of foresight, and practical ways to embed customer culture across organizations. Whether you're an executive, manager, or CX enthusiast, this conversation is packed with actionable insights that can transform your approach to delivering exceptional customer value.

About the Guest

Dr Chris L Brown is the MRI Benchmark SaaS business co-founder 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, California.

Relevant Links

https://www.linkedin.com/in/christopherlbrown/

https://www.mribenchmark.com

The Top 3 Key Learnings

1. Customer foresight is essential for staying competitive: Successful businesses invest in understanding future customer needs, leveraging tools like peripheral vision to predict trends and adapt accordingly.
2. Collaboration drives innovation: Bringing diverse teams together fosters unique perspectives that enhance problem-solving and customer-centric initiatives.
3. Small changes, big impact: Shifting priorities, such as putting customers first in meeting agendas, can significantly influence organizational culture and business outcomes.

Chapters

00:00 Introduction and Guest Presentation

04:00 Defining Customer Culture

06:00 Challenges in Customer Culture

10:46 Market Responsiveness Index

13:32 Adapting to Customer Expectations

16:19 Success Story: Canon

21:19 Future of Customer Experience

24:05 Contact Information and Final Thoughts

Keywords

customer culture, customer-centricity, CX transformation, customer foresight, Market Responsiveness Index, organizational collaboration, customer experience trends, AI in CX, customer insights, customer-centric leadership, CX strategies, customer value, business transformation, Chris Brown, CX Goalkeeper Podcast.

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