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Member Profile

Gerry Brown (45 Yrs in the industry)
Chief Customer Rescue Officer
The Customer Lifeguard
     (Verified Admin.)
Past:Genesys Telecommunication Labs
Bell Canada
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About Me, My Hobbies & Interests!

Well seasoned, but not over cooked author, speaker, workshop facilitator and consultant with broad experience in customer service, customer experience, contact centre, & CRM, for a range of market segments in the UK, Canada, EMEA & the USA.Over that that time I've learned what works and what doesn't. I take a unique approach that eschews the newest shiny toys as a starting point and focuses on four fundamental principles that must underpin and drive a successful customer experience strategy, Culture, Commitment, Communication and Community. As a vocal and demanding customer myself, I truly understand the frustration, anger and disappointment that characterize many customers' experiences with businesses. I've been involved in the customer service business in one form or another for over thirty years in strategic, operational and logistical roles. I've worked with some of the best customer experience "gurus" and some of the best and worst companies, all of whom have been vibrant, creative and life changing influences.I help customer service directors, customer experiences leaders and MDs 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

Company Details

The Customer Lifeguard, is on a on a mission to rid the world of bad customer service and knows that delivering a great customer experience isn’t just a “nice to have”, but a serious contributor to the bottom line.

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Editorial Contributions

We know that the last few years have been challenging for many businesses, but we wanted to know why in particular it has been so with the Contact Center industry - and who best to ask but industry professionals.
February 2, 2010 5:00 AM
 13240 
The last several years have been rather challenging for all business sectors, and while on the teeter-totter of recovery, we are still unsure how the future will affect us. We asked contact center industry professionals what has been some of the greatest challenges of the past 12 months.
January 22, 2010 5:00 AM
 13537 

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