Michael D Brown | The Woodlands, TX
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Michael D. Brown
The Management Expert Who Delivers Fresh Results
A pioneer in customer service, Michael D. Brown inspires and leads teams to deliver unprecedented results that improve customer loyalty and enhance the bottom line. A consultant, speaker, coach, and trainer, Michael has built his core values of determination, ambition, and creativity on the lessons he learned from life experiences, as well as 15 years of technical and functional leadership. He uses this knowledge to provide a ground-up approach that focuses on a company’s most important asset—its employees—to create World-Class customer service.
The 7th of 10 children raised in rural Mississippi by a widowed mother, Michael began his understanding of customer service at a young age. He started a candy business at school that grew to generate $300-$400 a day that helped support his family. As he worked to put himself through college, Michael learned from first-hand experience as a frontline employee and manager that when businesses treated their employees as their most important asset, employee enthusiasm was unleashed and a passion for excellence poured out. And that passion is contagious.
Michael has worked with a number of Fortune 100 companies, independent businesses, non-profits, and entrepreneurs to improve their mission, service, and growth concurrently. He has cultivated his innovative Fresh Customer Service® message and delivers it through keynotes, seminars, workshops, executive retreats, and now a book of the same title. Michael has a BBA in Management from Jackson State University. He holds a MBA in Global Management.
Award-Winning Programs
Corporate Speaking: Keynote, Executive Lecture Series, Retreats, Training and Coaching
- Fresh Customer Service (Treat the Employee as #1 and the Customer as #2) ®
- Stop putting prisoners on the frontline and calling it customer service
- Get a Brand or Die a Generic (TM)
College Speaking : Keynote, Orientations, Leadership Development Summit,Coaching and Retreats
- Get a Brand or Die a Generic (TM)
- Why should anyone hire you?
- Are you graduating into poverty?
About Fresh Customer Service
Thestatus quo of customer service has done little to curb long lines,address customer issues, or increase customer loyalty. Luckily forbusiness owners and managers, there’s a revolutionary new approach.
Fresh Customer Serviceturns the classic customer service philosophy upside-down byadvocating that the key to stellar customer service and improving thebottom line is treating the employee as number one and the customer asnumber two. Featuring a proven system that Brown has used to reworkslacking Fortune 100 companies and struggling small businesses, thebook is a must-read for managers, business owners, and supervisors incharge of frontline employees.
Inan age where products alone aren’t enough to lure repeat business, it’sservice that makes the difference. Since frontline employees are theprimary point of contact with customers, they are a company’s mostimportant asset—and creating an environment in which frontlineemployees are listened to and encouraged to take an active role in thecompany’s success is essential. Fresh Customer Servicelays out Brown’s signature 6.5 Fresh Steps® needed to finally provideWorld-Class customer service that increases customer loyalty andimproves the bottom line.
Fresh Customer Serviceacts as a step-by-step guide on how to assess and revise a company’sservice approach. It all starts with a “Side-By-Side Walk” tounderstand employees’ daily challenges, then allows “Bubble-UpInnovation” and graduates to “Make it Right Power” to resolve issuesimmediately before customers walk out the door. Other steps include“Smart Tasking” service priorities, developing a “What-If Arsenal,” and“Relentless Focus” on a service standard.
Writtenin a humorous yet thought-provoking and action-oriented style, the bookuses anecdotes, such as standing in a poorly-run checkout line, topinpoint service issues that plague every business and shows the readerhow to implement the best steps to remedy the root cause.
Customershave long demanded better service. Finally, Brown’s fresh approach willgive 21st century businesses the ability to deliver it to them. Becauseturning customers into loyal customers is what everyone’s bottom linedepends on.
In the Media
Bylined Articles:
“Why Innovation is so Important for Improving Customer Service”
January 8, 2008 (BusinessWeek.com)
“Improve Your Customer Service”
January 4, 2008 (BusinessWeek.com)
“A What-If Arsenal Can Solve 90% of Your Customer Complaints”
January 3, 2008 (BusinessWeek.com)
“Customer Service Is About Relentless Focus”
January 1, 2008 (BusinessWeek.com)
“Improving Customer Service by Trailing Employees”
October 12, 2007 (BusinessWeek.com)
“Employee Recognition Improves Customer Service”
September 28, 2007 (BusinessWeek.com)
“Empower Employees to Handle Customer Problems”
September 27, 2007 (BusinessWeek.com)
“The Customer Isn’t Always No. 1”
September 24, 2007 (BusinessWeek.com)
“Employee is #1”
July 23, 2007 (Display & Design Ideas)
“Employee Recognition Improves Customer Service”
October 2, 2007 (The Economic Times)
“Make Your Customer Number Two”
November 1, 2007 (Resort Trades Management Operations)
“Put Employees First”
November 20, 2007 (Inside Business: The Hampton Roads Business Journal)
“Make Every Job Visit Count”
January 2008 (The Manager’s Intelligence Report)
Media Mentions:
“Lexington Native Sets Forth Business Philosophy in Book”
By Holmes County Herald Staff Writer
February 20, 2008 (Holmes County Herald)
“Putting the Customer Second”
By Dan Berthiaume
February 20, 2008 (eWeek.com)
“Know Your Customer”
By James Bickers
Februrary 13, 2008 (Retail Customer Experience)
“Outsourcing Comes Home”
By Marilyn Gardner
October 22, 2007 (The Christian Science Monitor)
“Make Your Customer No. 2: Want to Provide Fresh Customer Service? Ignore Conventional Wisdom”
November/December 2007 (The Toy Book)
“Jackson State University Grad Developing a Formula for Personal Branding”
By Lynn Lofton
November 1, 2007 (The Mississippi Business Journal)
“Black MBAs in Retail”
By Sheryl Nance-Nash
September 18, 2007 (Diversity MBA Magazine)
Radio Interviews:
Jim Blasingame: The Small Business Advocate
October 12, 2007
Jim Blasingame: The Small Business Advocate
November 20, 2007
WLRN Tropical Currents
November 1, 2007 (WLRN 91.3)
KUHF Business Hour
November 8, 2007 (KUHF 88.7 FM)
Reviews:
“Fresh Customer Service Focuses on Employees”
By Tina Manzer
November 28, 2007 (Edplay)
“Fresh Customer Service Focuses on Employees”
By Vicki Gervickas
September/October 2007 (ForeWord)