{"id":1243,"date":"2016-04-05T12:18:54","date_gmt":"2016-04-05T02:18:54","guid":{"rendered":"https:\/\/customercentriccoach.com\/?p=1243"},"modified":"2017-06-04T12:43:22","modified_gmt":"2017-06-04T02:43:22","slug":"linden-brown","status":"publish","type":"post","link":"https:\/\/customercentriccoach.com\/linden-brown\/","title":{"rendered":"60. The Customer Culture Imperative With Dr Linden Brown"},"content":{"rendered":"<p>[spp-transcript]<\/p>\n<hr \/>\n<p><!--more--><\/p>\n<h2>Dr Linden Brown<\/h2>\n<h3>The Customer Culture Imperative<\/h3>\n<p><span style=\"font-weight: 400;\">Linden Brown is a Professor, keynote speaker and author who works with businesses around the world to improve competitiveness through the adoption of market-centric values, practices and skills. Linden\u2019s business MarketCulture Strategies offers benchmarking, skills assessment and strategic planning for teams that results in measurable improvements in sales growth, profitability and customer satisfaction. \u00a0Linden is also the author of \u2018The Customer-Culture Imperative\u2019, a book that won Marketing Book of the Year 2015 &#8211; and it\u2019s a book that unlocks the secrets used by businesses like \u00a0Amazon, Virgin, Apple, Starbucks, and salesforce.com. It creates a guide for success based on three years of scientific study drawing insights from more than 100 businesses to identify seven key factors for success.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">During my conversation with Linden he shares:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">An exceptional example of how to \u2018make good\u2019 with clients when a business doesn\u2019t deliver on expectations<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The need for staff to understand the concept of \u2018lifetime value of a customer\u2019<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">How he came to identify that a customer-centric culture can contribute to profitability<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">His research in determining the positive impact of a customer-centric culture<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The 8 factors to measure to drive sustainable business performance<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">How in past businesses of his own he has used a collaborative approach to boost competitive advantage<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The many benefits in cross-functional collaboration<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Employee and target market engagement success stories<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><b>Linden\u2019s Example Of A Customer-Centric Business<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><a href=\"http:\/\/zanes.com\" target=\"_blank\"><span style=\"font-weight: 400;\">Zane Cycles<\/span><\/a><span style=\"font-weight: 400;\"> &#8211; based in Connecticut<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><i><span style=\"font-weight: 400;\">\u201c&#8230;identify the link between the well being of the customer with the wellbeing of the business. It\u2019s not a transaction when we\u2019re dealing with a customer but it\u2019s a relationship\u201d <\/span><\/i><b><i>Dr Linden Brown<\/i><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><i><span style=\"font-weight: 400;\">\u201cWe found that those businesses that were highly customer-focused in what they did as a culture, were much more profitable than other businesses\u201d<\/span><\/i><b><i> Dr Linden Brown<\/i><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><i><span style=\"font-weight: 400;\">\u201cYou have to create a set of behaviours right across the entire business. Not only in marketing, sales and customer service but also in Finance, HR, IT and Operations&#8230;.Everybody\u2019s job is to make sure that value in the end, is delivered to customers in a way that makes them advocates which in turn, creates loyalty and profitability for the business\u201d <\/span><\/i><b><i>Dr Linden Brown<\/i><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><i><span style=\"font-weight: 400;\">\u201cSmall business have the great advantage of being able to get everyone into a room\u2026 to get feedback and make changes quickly if we have the right mindset around customer-centricity to do it\u201d<\/span><\/i><b><i> Dr Linden Brown<\/i><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b><i>______________________________________________________________________________________________________<\/i><\/b><\/p>\n<div class=\"button\" style=\"text-transform: capitalize; background-color: grey;\">[spp-transcript]<\/div>\n<p>&nbsp;<\/p>\n<hr \/>\n<h5>Would you like this episode on your blog or website?<\/h5>\n<p><span style=\"font-weight: 400;\">Our podcast player will look like this on your site:<\/span><\/p>\n<p><audio src=\"https:\/\/archive.org\/download\/TheCustomerCentricShowPodcast\/060_Linden-Brown_customer-centric-show-podcast.mp3\" controls=\"controls\"><br \/>\n<\/audio><\/p>\n<p><span style=\"font-weight: 400;\">Get our podcast player onto your site by simply copying and pasting the following code:<\/span><\/p>\n<pre style=\"border: 1px solid grey; padding: 10px;\">&lt;audio src=\"https:\/\/archive.org\/download\/TheCustomerCentricShowPodcast\/060_Linden-Brown_customer-centric-show-podcast.mp3\" controls&gt;&lt;\/audio&gt;<\/pre>\n","protected":false},"excerpt":{"rendered":"<p>[spp-transcript]<\/p>\n","protected":false},"author":3,"featured_media":1244,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[22],"tags":[],"_links":{"self":[{"href":"https:\/\/customercentriccoach.com\/wp-json\/wp\/v2\/posts\/1243"}],"collection":[{"href":"https:\/\/customercentriccoach.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customercentriccoach.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customercentriccoach.com\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/customercentriccoach.com\/wp-json\/wp\/v2\/comments?post=1243"}],"version-history":[{"count":3,"href":"https:\/\/customercentriccoach.com\/wp-json\/wp\/v2\/posts\/1243\/revisions"}],"predecessor-version":[{"id":1586,"href":"https:\/\/customercentriccoach.com\/wp-json\/wp\/v2\/posts\/1243\/revisions\/1586"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/customercentriccoach.com\/wp-json\/wp\/v2\/media\/1244"}],"wp:attachment":[{"href":"https:\/\/customercentriccoach.com\/wp-json\/wp\/v2\/media?parent=1243"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customercentriccoach.com\/wp-json\/wp\/v2\/categories?post=1243"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customercentriccoach.com\/wp-json\/wp\/v2\/tags?post=1243"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}