Michael D Brown | The Woodlands, TX
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Michael D. Brown
Michael D. Brown, MBA
The Management Expert Who Delivers Fresh Results
Need more positive results?
Bring in this sought after motivational speaker, management expert and consultant, and best-selling author. Through Michael's signature programs and commitment to delivering results both through and with people, he has helped a number of Fortune 500 companies create and deliver world-class experiences that led to double-digit growth to their bottom lines.
Michael has also motivated and helped hundreds of individuals and entrepreneurs move from a stage of mediocrity to an exciting place where they achieve both continuous and exponential personal and professional success.
Michael’s programs are fun, engaging, value-adding, and results-driven. The audience will walk away with proven success tools and strategies that will help ensure that they deliver world-class experiences and substantial results.
Award-Winning Programs
Award-winning programs for companies, organizations, individuals and entrepreneurs: Get a Brand or Die a Generic® Any individual who yearns for exponential personal and professional success must experience this award-winning program! Michael challenges the individual to become a personal brand that is fresh, distinctive, and competitive. This program is credited with helping hundreds of individuals achieve long-term personal and professional success. The individuals are motivated and equipped to go the distance, stay fresh, and become an increasingly competitive and successful personal brand that delivers and achieves! Fresh Customer Service® Training, seminars, consulting, coaching, and retreats based on Michael’s best-selling book Fresh Customer Service. You will leave this experience freshly empowered and equipped to deliver a world-class customer service experience. Stop Putting Prisoners on the Frontline and Calling It Customer Service This engaging presentation takes the audience on a 6.5 step out-of-the-box journey where they are challenged to follow Michael’s Fresh Customer Service® message – “Treat the Employee as #1 and the Customer as #2” – in order to get customers for life. Michael shows the audience through proven strategies, his own frontline experiences and senior management roles, established best practices, and real-life stories how the face of customer service has turned into a disempowered and ill-equipped employee on the frontline. Along the journey, tested and proven solutions are shared, and at the end the audience walks away motivated and empowered to change the face of their customer service experience to make sure that it will be world-class.
Award-Winning Programs for college students and graduates:
Get a Brand or Die A Generic®
Any individual who yearns for exponential personal and professional success must experience this award-winning program! Michael challenges the individual to become a personal brand that is fresh, distinctive, and competitive. This program is credited with helping hundreds of students achieve long-term personal and professional success. The students are motivated and equipped to go the distance, stay fresh, and become an increasingly competitive and successful personal brand that delivers and achieves!
Major+Fresh Passion=Six Figures™
This program delivers the nuts and bolts of how to maximize the college experience in order to be a competitive force in the job market and beyond.
Why Would Anyone Hire Me?
Students walk away from this fun and engaging experience with a fresh and competitive 30-second Super Bowl commercial that answers the question, “Why would anyone hire me?”
Lead with Passion or Just Sit Down and Shut Up
This is a must-have program if you want to develop world-class student leaders.
About Michael's best selling book Fresh Customer Service
The status 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 Service turns 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.
In an 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 Service acts 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.
Written in 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.
Customers have 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)