Gerry Brown

Gerry Brown

Customer Service & Customer Experience Specialist, Author and Speaker on Customer Inspired Thinking
Gerry Brown aka The Customer Lifeguard, is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service operations and customer experience strategy. During his career, Gerry has provided organizational leadership on people development, business transformation, customer engagement and technology enablement for some of the largest companies in the UK, Canada, and EMEA. These include Autoglass, The Royal Albert Hall, O2, Screwfix, Sage, BSkyB, Bell Canada and TELUS.

Gerry takes a unique approach that eschews the newest shiny technology toys as normal starting points for business transformation and focuses on getting back to basics with four fundamental principles founded on the concept of simplicity and that are vital to underpinning a successful customer experience strategy:

- Culture
- Commitment
- Communication
- Community.

He provides strategic, operational and educational support through keynote presentations, workshops, seminars and consultancy engagements based on these four principles. He delivers straight talking, no-nonsense advice and practical solutions to help companies step out of their siloed comfort zones. He encourages and sometimes cajoles them to take a long hard look at themselves, how their customers see them and their adoption of the four principles. He helps them understand and utilize these key principles by aligning them with human interactions, process reinvention and operational improvements, to overcome the barriers to delivering a great customer experience.

He typically supports customer service directors, customer experiences leaders and senior executives to develop actionable insights drive value and improve profitable customer retention by:

- Evaluating what customers really think of them & why
- Quantifying how much bad service really costs them
- Identifying & addressing areas for improvement
- 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


Gerry is a Member of the Professional Speaking Association (PSA), the Global Speakers Federation (GSF), the Customer Experience Professionals Association and a Certified Customer Experience Professional (CCXP). He has just published his first book on Customer Experience entitled, "When a Customer Wins, Nobody loses" which is available on Amazon on March 15.

*Speaker references and videos available on request.
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Price from: 2,500

Keynotes

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Nobody said it would be easy! Overcoming Barriers to Customer Experience Success

Discovering the Four Principles that underpin and drive customer experience strategy.
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Getting your customers to say WOW not OW And making it delightfully easy

Building the operational framework for your Customer Experience Strategy.
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Changing Channels Tune into your customers before they turn you off

Developing the channel strategy that gives customers what they want and need.
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A Lasting Legacy or Eternal Damnation Redemption and Renewal is in the Clouds!

Leveraging existing technology investments and introducing new solutions that can dramatically improve customer service.
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When a Customer Wins, Nobody Loses

Bad customer service affects us all every day and it can cost companies millions in lost revenue and reputation.

Most companies tell us how important we are and that Customers are at the heart of everything they do. Unfortunately for many of us that remains a slick, meaningless, marketing slogan, that is rarely delivered and the outcome is a very different mantra slogan; They win, we lose.

But a customer winning? How does that work?

Gerry Brown takes us on a journey featuring stories about the stars and dogs of customer experience and tells us why a customer winning is so critical in todays connected and unforgiving world, and how you can adopt four simple principles that can be the difference between long term business success and ignominious failure.

But interacting with customers should be stimulating, uplifting, enjoyable and ultimately successful for both parties. So why should we put up with it and what can companies do to make sure that

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