The Customer Culture Experience, Dr. Linden Brown

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Dr. Linden Brown has worked as a management consultant, academic, and entrepreneur in start-up organizations. For more than 20 years, he has worked with multi-national firms in North America, Europe, and Asia- Pacific to develop their market-focus capabilities and business strategies. He has had Visiting Professor appointments at several universities, including INSEAD (France), Cranfield (England), and the University of Technology, Sydney (Australia).

Linden, a customer culture expert par excellence, has published 14 books on management, marketing, and strategy. I met him last year on the first virtual EWMS which I attended and was delighted with his presentation. The Customer Culture Imperative reveals the key disciplines of customer culture that consistently predict enhanced, sustainable business results. Each one is linked to a particular strategy and drives predictable and

measurable improvements in one or more business performance factors-from innovation and customer satisfaction to growth in sales and profits to higher rates of new-product success. It gives you the tools to: • Inspire everyone in the company to embrace a customer-centric culture
• Unify efforts across units by creating a “common language” for change
• Collect and measure data from your efforts and benchmark your progress

• Make change long term so you leave a legacy of an enduring business
Creating a customer-centric company takes more than making an investment in the customer service department and systems.

The idea is about building a culture in which the customer is at the heart of all decisions made within every function and unit. What’s best for the customer is what’s best for business. Make that a part of the DNA of your organization, and you will lead your company to unprecedented success. Guaranteed.
Dr. Brown

Do you follow a Customer-Centric Guideline? Have you read this book already? You can also take this first-ever Benchmarking report on Customer Culture for free! You can visit to know more and participate!
Hope you can enjoy this great conversation with this thought leader! Thanks, Dr. Linden Brown for your insightful words and communication!
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