THE CUSTOMER CULTURE IMPERATIVE

Why You Can't-Miss This EpisodeIn 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 GuestDr 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 Linkshttps://www.linkedin.com/in/christopherlbrown/ https://www.mribenchmark.comThe Top 3 Key LearningsCustomer 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.Collaboration drives innovation: Bringing diverse teams together fosters unique perspectives that enhance problem-solving and customer-centric initiatives.Small changes, big impact: Shifting priorities, such as putting customers first in meeting agendas, can significantly influence organizational culture and business outcomes.Chapters00:00 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 ThoughtsKeywordscustomer 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.Did you enjoy this episode? Don’t miss future insights on customer experience, leadership, and transformation! Follow and subscribe to the CX Goalkeeper Podcast:Podcast Page: CX GoalkeeperApple Podcast: SubscribeSpotify: Listen NowYouTube: Watch HereYour feedback is valuable. Please leave a comment, share, and help us promote this podcast. Thank you for being part of the CX Goalkeeper community!