Gerry Brown
FRSA
SXW, UKWell seasoned, but not over cooked author, speaker, workshop facilitator and consultant with broad experience in customer service, customer experience, employee engagement, contact centre, & CRM, for a range of market segments in the UK, Canada, EMEA & the USA.
Over that that time I've learned what works and what doesn't. I take a unique approach that eschews the newest shiny toys as a starting point and focuses on four fundamental principles that must underpin and drive a successful customer experience strategy, Culture, Commitment, Communication and Community.
As a vocal and demanding customer myself, I truly understand the frustration, anger and disappointment that characterize many customers' experiences with businesses. I've been involved in the customer service business in one form or another for over thirty years in strategic, operational and logistical roles.
I help customer service directors, customer experiences leaders, contact centre directors and MDs to develop actionable insights, drive value and improve profitable customer retention by focusing on Customer Inspired Thinking that will help them in:
• Evaluating what customers really think of them & why
• Quantifying how much bad service really costs them
• Identifying & addressing areas for improvement in employee & customer experience
• Engaging, involving and inspiring their employees to find their inner customer
• Introducing & integrating the right technology at the right time for the right reasons
• Measuring what matters – to customers
Well seasoned, but not over cooked author, speaker, workshop facilitator and consultant with broad experience in customer service, customer experience, employee engagement, contact centre, & CRM, for a range of market segments in the UK, Canada, EMEA & the USA.
Over that that time I've learned what works and what doesn't. I take a unique approach that eschews the newest shiny toys as a starting point and focuses on four fundamental principles that must underpin and drive a successful customer experience strategy, Culture, Commitment, Communication and Community.
As a vocal and demanding customer myself, I truly understand the frustration, anger and disappointment that characterize many customers' experiences with businesses. I've been involved in the customer service business in one form or another for over thirty years in strategic, operational and logistical roles.
I help customer service directors, customer experiences leaders, contact centre directors and MDs to develop actionable insights, drive value and improve profitable customer retention by focusing on Customer Inspired Thinking that will help them in:
• Evaluating what customers really think of them & why
• Quantifying how much bad service really costs them
• Identifying & addressing areas for improvement in employee & customer experience
• Engaging, involving and inspiring their employees to find their inner customer
• Introducing & integrating the right technology at the right time for the right reasons
• Measuring what matters – to customers
Customer Experience Principles that Count
This program is perfect for:
- Customer Service Directors,
- Contyact Centre Managers
- IT Directors,
- Heads of Customer Experience,
- MDs and their crossfunctional teams
- Senior Executives who know that embedding great customer experience at the heart of their business is a key element in their long term survival and...
Changing Channels - Tune into your Customers before they turn you off
This program is perfect for:
- Customer Service Directors
- Customer Experience Executives
- IT Directors
- Contact Centre Directors
- Finance Directors
- Marketing Directors
- Business Leaders who are seeking to find the ideal blend of customer experience excellence and operational effectiveness sprinkled with a generous helping of financial...
Customer Experience Acceleration – A New Dawn™
This program is perfect for:
- Senior Customer Experince & Customer Service management
- Cross functional customer experience teams seeking io uncover and...
Measuring What Matters for Positive Customer Outcomes The End is Insight
This program is perfect for:
- Directors or Heads of Customer Service
- Heads of Customer Experience or Operations,
- Team Leaders and key Front Line colleagues, who recognise that their organization's ability to gather, collate and fully optimise VOC and other key data may need refreshing, enhancing and updating to make them more responsive to customers and competitive...
Talk isn't cheap – It could be costing your business millions!
The analysis is based on a range of conversational metrics that we convert into an Emotional Score (E-Score) that will provide deep, actionable insight into what is working, what isn't, and how subtle, but meaningful changes in conversational skills...
Can We Talk? – Conversation not Confrontation
This program is perfect for:
- Customer Service Advisors,
- Team Leaders and Supervisors who want to make a real, emotional and memorable connection, and a positive difference, in their interactions with customer
The audience will leave with:
- An understanding of why treating all customers the same is not a viable or...
