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:
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.