Relentless Customer Leader Podcast

About Relentless Customer Leader Podcast

Welcome to the Relentless Customer Leader Podcast – How Customer-Obsessed Leaders Win. This is a podcast that will ignite your passion for delivering experiences that leave your customers craving for more. In each episode, we'll dive into the minds of visionary leaders and trailblazing companies who have made customer experience their sacred mission. Prepare to be inspired as we unpack the game-changing strategies, unconventional thinking, and real-world stories of customer-centric transformation. Whether you're a budding entrepreneur, a seasoned executive, or simply someone who believes in the power of remarkable customer experiences, this podcast will equip you with the tools, mindset, and motivation to elevate your game. So brace yourself for a journey filled with great insights, inspirational stories and contagious energy that will reignite your commitment to putting customers at the epicentre of everything you do.

Publisher

Dr Chris L. Brown

Category

business

Language

en

Explicit

No

First episode

17 May 2024

Latest episode

24 Dec 2025

Latest episodes

14 episodes in the feed.

1. 

   24 Dec 2025

   Why You’re Losing Customers: Shep Hyken Reveals the Biggest Leadership Mistakes in Customer Experience

   Summary In this conversation, Dr. Chris L. Brown and Shep Hyken explore the evolution of customer service, emphasizing the importance of understanding customer expectations, building trust, and creating emotional connections. They discuss the need for a customer-centric culture, the adaptability of employees, and the balance between employee and customer focus. The conversation highlights the significance of consistency in service, measuring ROI in customer experience, and the philosophy that customer service is a holistic approach rather than just a department. Takeaways Customer service has evolved, but the core principles remain the same. Customers compare service experiences to the best they've ever had. Trust is a critical component in customer relationships. Emotional connections lead to customer loyalty. A strong customer-centric culture is essential for success. Adaptability in employees is key to enhancing customer experience. Both employee and customer focus are important for business success. Engaged employees contribute significantly to positive customer experiences. Consistency in service delivery is crucial for customer satisfaction. Measuring ROI in customer experience can demonstrate its value to the business. Sound bites "You can't out-decorate poor customer service." "Consistency is amazement." "Focus on the culture first." Chapters 00:00 Introduction to Customer Service Evolution 01:56 The Unchanging Nature of Customer Service 04:36 Understanding Customer Expectations 08:32 The Disconnect in Customer Trust 09:05 The Role of Customer Experience in Business 13:26 Customer Service vs. Customer Culture 17:30 Engaging Different Personalities in Customer Service 21:21 Balancing Customer and Employee Focus 22:15 The Employee Golden Rule 23:53 Creating a Positive Work Environment 24:21 The Power of Gratification in Customer Experience 26:11 The Importance of Employee Engagement 26:56 Balancing Product Quality and Customer Experience 29:05 Measuring Customer Satisfaction and ROI 32:20 The Value of Customer Loyalty 34:32 The Importance of Consistency in Customer Experience 35:17 Convenience vs. Amazing Experiences 38:59 Key Takeaways for Improving Customer Experience 41:44 My reflections and 5 Key Things to Remember from the conversation

2. 

   20 Nov 2025

   The 5 Roles Every CEO Must Master to Build a Customer-Obsessed Company - Insights from Brad Giles

   Summary In this conversation, Dr. Chris L. Brown and Brad Giles discuss the essential roles and responsibilities of a CEO, the importance of accountability, and the cultural aspects that influence the customer experience. They discuss the genesis of Giles' book 'Made to Thrive', the significance of aligning values with actions, and the necessity of effective succession planning. The conversation also touches on the importance of onboarding new employees and previews Giles' upcoming book 'Bigger Isn't Better', emphasizing that better is more valuable than simply bigger in business. Takeaways Every leader's challenge is how to make their effort count. People often don't understand the role of a CEO. The results of a great CEO go beyond immediate profits. Accountability is crucial for performance measurement. Cultural alignment is crucial to delivering a seamless customer experience. The CEO acts as an ambassador for the organization. Values must be authentic and reflect the company's identity. Measuring qualitative values in practice can be challenging. Better is better; growth should not be the only goal. Compounding is essential for sustainable business success. Chapters 00:00 Introduction to Leadership and the Role of a CEO 02:33 The Genesis of 'Made to Thrive' and CEO Accountability 05:20 Understanding the Five Roles of a CEO 07:38 The Importance of Accountability in Customer-Centric Organizations 10:25 Cultural Impact on Customer Experience 12:51 The Role of the CEO as an Ambassador 15:36 Values in Organizations: Authenticity vs. Aspirational 18:15 The Disconnect Between Values and Behaviors 20:53 Succession Planning: Preparing for the Future 23:29 Quick Wins for Leadership Teams 26:05 The Upcoming Book: 'Bigger Isn't Better'

3. 

   29 Sept 2025

   The Sunday Scaries Test: Why Your Employees Dread Monday Morning (And What It's Costing You) a conversation with Annette Franz

   Episode Show Notes Summary In this episode, Dr. Chris Brown sits down with customer experience pioneer Annette Franz, author of Customer Understanding, Built to Win, and her latest book, Employee Understanding. Annette shares her journey from JD Power to becoming one of the leading voices on connecting employee experience, customer experience, and business outcomes. Together they explore the blind spots leaders have around culture, the three-pillar framework for employee understanding, and why listening—not surveys alone—is the foundation of sustainable success. From the “Sunday Scaries Test” to the dangers of gaming metrics like NPS, this conversation is packed with practical insights for leaders who want to design people-centric cultures that drive performance. Key Takeaways Employee experience is business critical: Without empowered employees, customer experience and business outcomes suffer. Culture is the shadow of the leader: Leaders shape or allow the culture—there is no middle ground. Three-pillar framework: Culture alignment, employee insights, and leadership empathy are the keys to designing great workplaces. Beware of “lipstick on a pig” fixes: Solve root causes, not symptoms, through service blueprinting and systemic problem-solving. Metrics can mislead: Chasing scores like NPS often backfires; focus on genuine experience improvements. Listen beyond surveys: Stay interviews, roundtables, and employee advisory boards are underused but powerful tools. Modernize or fossilize: Leaders must evolve their practices—or risk irrelevance. Memorable Sound Bites “You get the culture you design—or the one you allow.” “Culture is truly the shadow of the leader.” “Stop asking in exit interviews why people left. Ask in stay interviews why they’re still here.” “When leaders beg for scores, you’re moving the metric—not the experience.” “If employees feel unsafe to speak up, all you’ll hear is crickets.” “Modernize or fossilize—that’s the choice facing today’s CEOs.” Chapters 00:00 – Introduction: Annette’s early career at JD Power and the origins of her CX journey. 03:00 – Employee Blind Spots: Why leaders still struggle to connect employee experience with business performance. 05:40 – The Sunday Scaries Test: How workplace culture impacts employees before Monday even begins. 07:15 – Culture & Leadership: Why culture rests squarely on the shoulders of leaders. 11:40 – The Three Pillars: Culture alignment, employee insights, and empathy in action. 16:20 – Personas & Empathy: Bringing customers and employees to life inside organizations. 21:30 – Connecting to Business Outcomes: Linking journey mapping and feedback to measurable ROI. 27:20 – Goodhart’s Law & Metrics: How chasing numbers distorts reality. 31:20 – Yes Madam Case Study: What not to do with employee feedback. 35:20 – Lipstick on a Pig: Why surface fixes fail without root cause analysis. 37:50 – Listening Beyond Surveys: Stay interviews, listening tours, and employee advisory boards. 42:00 – Modernize or Fossilize: Annette’s open letter to CEOs. 43:30 – AI & Human Connection: Where technology fits—and where it doesn’t. 46:40 – Delta Airlines Example: A model of connecting culture, employees, and customers. 48:30 – Closing Thoughts: Where to find Annette’s work and resources.

4. 

   6 Jul 2025

   Servant Leadership at Scale: Building a Franchise Empire Where Customers Come Second a conversation with Jim Penman

   Jim Penman shares his journey of building Jim's Mowing with Dr. Chris L. Brown, discussing customer service, franchisee success, and technology, revealing how understanding human nature drives business success in this interview.

5. 

   12 May 2025

   Any Dumbass Can Build a Great Culture: Leadership Lessons from WD-40's Garry Ridge

   Any Dumbass Can Build a Great Culture: Leadership Lessons from WD-40's Garry Ridge Episode Description In this compelling episode of the Relentless Customer Leader podcast, host Dr. Chris Brown sits down with Garry Ridge, former CEO of WD-40 Company and author of "Any Dumbass Can Do It." During his remarkable 25-year tenure as CEO, Garry transformed a simple product into a global powerhouse spanning 176 countries, growing the company's market cap from $300 million to $3.6 billion. Garry reveals the leadership philosophy that drove this success: creating a tribal culture where people feel they belong, matter, and can make choices without fear. Discover how reframing "failures" as "learning moments" and transforming "managers" into "coaches" helped build an organization where 98% of employees globally said they loved to tell people they worked for the company. Whether you're leading a small team or a multinational corporation, you'll gain practical insights on balancing compassion with accountability, measuring cultural health in today's dispersed workforce, and creating environments where people can deliver their "personal magnificence." This episode delivers a masterclass in customer-centric leadership that drives both cultural and financial results. Show Notes Key Topics Covered 00:46 - The origin story of WD-40 and how it got its iconic name 02:19 - WD-40's unfair market advantages and unique positioning strategy 04:14 - Garry's new book "Any Dumbass Can Do It" and its provocative message 06:30 - Building a "tribe" versus a traditional workforce 09:43 - Transforming failures into "learning moments" to eliminate fear 12:12 - Balancing being "tough-minded and tender-hearted" in leadership 14:08 - How culture directly impacts financial results and business performance 18:03 - Measuring cultural health in modern, dispersed workforces 22:09 - The story of Garry riding a horse in armor into Times Square 24:46 - Maintaining humility in leadership ("Even the queen sits down to pee") 27:22 - Navigating cultural differences in global business 33:26 - The four corners of CEO responsibility and the loneliness of leadership 36:00 - Personal leadership development and embracing "dumbassery" 39:56 - Building psychological safety through trust and reducing fear Notable Quotes "Life is about maximizing learning moments. Failures turn into successes if we look at them that way." "Great leadership is a balance between being tough-minded and tender-hearted." "Culture is not a microwaveable event. It takes a crockpot approach." "A great economic outcome is the will of the people times the strategy." "In organizations, most people don't lie. They fake and hide. And the reason they fake and hide is because of fear." "Have a heart of gold and a backbone of steel." "Even the queen sits down to pee." (On staying humble as a leader) Resources Mentioned Book: "Any Dumbass Can Do It" (https://amzn.to/44zDJ4a) by Garry Ridge WD-40 Company About Garry Ridge Garry Ridge served as CEO of WD-40 Company for 25 years, growing the market cap from $300 million to $3.6 billion. An Australian native who relocated to the US, Garry transformed WD-40's organizational culture by focusing on creating a tribal environment where people feel they belong, matter, and can learn without fear. He currently coaches CEOs and is dedicated to helping leaders build cultures of belonging "where love, forgiveness, and learning inspire a happier, more connected world." Connect With Us Website: https://relentlesscustomerleader.transistor.fm/ LinkedIn: https://www.linkedin.com/in/christopherlbrown/ Twitter/X: https://x.com/marketculture Subscribe to the Relentless Customer Leader podcast on Apple Podcasts, Spotify, Google Podcasts, or wherever you get your podcasts.

6. 

   25 Mar 2025

   Why your CX might be failing (and what punk rock has to do with it)

   Summary In this conversation, Dr. Chris L. Brown speaks with Adrian Swinscoe about the evolving landscape of customer experience (CX) and the challenges organizations face in meeting rising consumer expectations. Adrian shares his journey into the world of CX, emphasizing the importance of understanding customer needs and managing expectations effectively. They discuss the barriers to creating a customer-centric culture, the significance of having a clear vision and strategy, and the attributes of leaders who excel in delivering exceptional customer experiences. The conversation highlights the need for organizations to bridge the gap between leadership and customer experiences, as well as the importance of creating space for strategic thinking in a meeting-heavy culture. In this conversation, Adrian Swinscoe discusses the importance of customer experience and how companies can effectively engage with their customers. He shares insights from his book 'How to Wow' and emphasizes the need for businesses to empower their employees to take ownership of customer experiences. The discussion transitions into the 'Punk CX' philosophy, advocating for a back-to-basics approach that prioritizes organizational creativity and bravery. Swinscoe also highlights the role of technology in creating space for innovation and the importance of being a relentless leader focused on growth and learning. Takeaways Adrian Swinscoe's journey into customer experience began 20 years ago. Customer expectations are rising faster than brands can keep up. Brands often struggle with managing customer expectations effectively. Communication is key to filling the expectation gap. A clear vision and strategy are essential for a customer-centric culture. Leaders must genuinely care about customer experiences. Data-driven decision-making should include personal experiences. Organizations need to reduce the number of meetings to create space for strategic thinking. Leaders should prioritize their time to focus on customer-centric initiatives. Creating a culture of curiosity and care is vital for success. Empower employees to be 'Chief Experience Officers'. Meeting customer expectations is crucial for success. Trust and reliability are foundational to relationships. Basic execution can lead to strong customer relationships. Creativity and bravery are essential in business. Creating space allows for innovation and curiosity. AI can free up time for more meaningful customer interactions. Growth can be about quality, not just quantity. Questioning the status quo is vital for progress. Leaders should aim to disturb the comfortable and comfort the disturbed. Titles Navigating the Customer Experience Landscape Understanding the Shift in Customer Expectations The Art of Managing Customer Expectations Building a Customer-Centric Culture Vision and Strategy in Customer Experience Sound Bites "I really don't like bad service." "Our expectations as consumers are going up." "When you get it right, customers reward you." "It's a gap between vision and execution." "Block time out, make it sacrosanct." "You're all CEOs too." "It's not all roses, right? It takes work." "What would a punk version look like?" "Growth is a choice." "Question everything." Chapters 00:00 Introduction to Customer Experience Journey 03:10 The Evolution of Customer Expectations 05:59 Managing Customer Expectations 09:00 Barriers to Customer-Centric Culture 11:58 The Importance of Vision and Strategy 14:47 Attributes of Customer-Centric Leaders 18:09 Bridging the Gap Between Leaders and Customers 20:55 Overcoming Organizational Barriers 24:05 Creating Space for Strategic Thinking 24:42 How to Wow: Lessons from G Adventures 30:28 The Punk CX Philosophy: A Back to Basics Approach 36:15 Creating Space for Creativity and Bravery 41:44 The Relentless Customer Leader: Growth and Learning Keywords Customer Experience, Expectations, Leadership, Strategy, Culture, Service, Business, Management, Customer-Centric, Communication, customer experience, punk philosophy, creativity, leadership, G Adventures, business growth, employee experience, AI in business, customer success, relentless leadership

7. 

   27 Feb 2025

   Cultivating Fearless Creativity: Inside the Mind of an Advertising Executive Jerker Fagerström | Relentless Customer Leader

   Summary Jerker Fagerström shares his leadership journey, starting with his early role models in ice hockey and his military service in Sweden. He discusses the importance of teamwork, trust, and empathy in leadership. Jerker then talks about his career in advertising and the customer-centric culture of agencies. He emphasizes the need to create an environment free of fear to foster creativity and innovation. In this conversation, Jerker Fagerström shares his insights on leadership, transitioning into new roles, attracting top talent, managing work-life balance, and the impact of AI on the creative world. He emphasizes the importance of trust, communication, and creating a positive work culture. Jerker also discusses the need for diverse perspectives and the power of creativity in business. Overall, he highlights the significance of building strong relationships, both with team members and clients, and constantly evolving in the ever-changing landscape of the advertising industry. Keywords leadership, teamwork, trust, empathy, military service, advertising, customer-centric, fear, creativity, innovation, leadership, transitioning, roles, talent, work-life balance, AI, creative world, trust, communication, work culture, diverse perspectives, creativity, relationships, advertising industry Takeaways Early role models in leadership can have a lasting impact on one's own leadership journey. Teamwork and inclusivity are essential in building peak-performing teams. Military service can provide valuable leadership training and experiences. Customer-centricity is a natural focus for agencies, as they constantly strive to create meaningful and engaging experiences. Creating an environment free of fear is crucial for fostering creativity and innovation. Trust and communication are essential in leadership roles. When transitioning into a new role, manage expectations and listen and learn from the team. Attracting top talent requires seeking diversity of thought and creating a positive work culture. Managing work-life balance involves setting boundaries and finding ways to compartmentalize work and personal life. AI is both exciting and scary, and its impact on the creative world is still unfolding. Creativity and analytical skills are crucial for success in the future of business. Building a strong work culture is key to unlocking the potential of talent and achieving business goals. Sound Bites "Those dads who volunteer their time and their care and their energy and their presence with no training whatsoever, they were just spectacular role models." "It's a team sport, right? You know, this, this, would not be here if it wasn't for the whole team." "The way that it's being trained and educated in Sweden has sort of been also an export for Sweden into various other countries and their military services." "And it was done with sort of like the not a, not a bad intent, but they were like getting into a competitive spirit and they were, you know, challenging each other and they were like, you know, they were, they were working themselves up and she got the better handle on him. And the way that he got back to her was to lift up her dress. Right. And" "immediately, it just immediately it just killed the party. And the day after I put him in a taxi, him home. And the day after I told him don't come into the office. And you know, we worked with him to find a job at a different agency at a sister agency of ours, because there was no way you cannot undo" "encouraging and telling them that I've got their back, that I believe in them, that they're doing a great job, that I think that they can do even more and better. Just like, you know, don't hold back because I know there's more in you. Constantly, constantly pumping their tires, constantly pumping their tires, constantly protecting the culture and constantly leading by doing." Chapters 00:00 Early Role Models and Leadership 03:00 The Importance of Teamwork 06:23 Leadership Lessons from Military Service 13:20 The Customer-Centric Culture of Agencies 26:49 Creating an Environment Free of Fear 30:02 Transitioning into New Roles: Managing Expectations and Learning from the Team 33:08 Attracting Top Talent: Seeking Diversity and Creating a Positive Work Culture 35:36 Managing Work-Life Balance: Setting Boundaries and Compartmentalizing 46:23 The Impact of AI on the Creative World: Exciting Possibilities and Uncertain Future 48:56 The Power of Creativity and Analytical Skills in Business 53:07 Building a Strong Work Culture: Unlocking the Potential of Talent

8. 

   17 Jan 2025

   David Kenney | Why the best salespeople actually don't sell.

   Summary David Kenny shares his early experiences in business, starting with selling orange juice door-to-door as a child. He then transitioned into accounting, but found his passion in helping entrepreneurs and advising startups. David emphasizes the importance of leadership, training, and culture in building successful businesses. He discusses the challenges leaders face, such as capital allocation and decision-making, and highlights the significance of integrity and humility in leadership. He also emphasizes the value of training and investing in people to create a strong team and achieve long-term success. Dr. Chris L. Brown discusses the importance of effective training programs and the role of CEOs in leading and participating in training. He also reflects on the changing dynamics of work-life balance and the value of mentorship in the early stages of a career. Dr. Brown emphasizes the central role of people in business success and the importance of understanding and addressing conflicts within teams. He shares insights on developing a compelling narrative for a business and the impact of AI on various industries. Dr. Brown also discusses his current ventures, including Star Growth, Audio HQ, Prop Data IQ, and Oxygen Fun. Takeaways: Early experiences in business can shape one's entrepreneurial mindset and passion for helping others. Leadership requires making tough decisions, allocating capital wisely, and continuously learning and improving. Integrity, humility, and a strong team orientation are key traits of successful leaders. Investing in training and developing people is crucial for building a strong and successful business. Culture plays a significant role in shaping the success and reputation of a company. Effective training programs require the right delivery, processes, and support from the CEO. Mentorship and nurturing relationships are invaluable for personal and professional growth. Understanding and addressing conflicts within teams is essential for success. Developing a compelling narrative for a business helps create connection and trust with customers. AI has the potential to revolutionize various industries and improve efficiency. Dr. Brown is involved in ventures focused on business growth, music production, property analysis, and sustainable energy solutions.

9. 

   20 Nov 2024

   An Introduction to The Customer Culture Imperative with AI

   Customer culture expert and author, with numerous credentials, reveals how AI-generated insights from 'The Customer Culture Imperative' book synthesize the key concepts and takeaways for building customer-centric organizations.

10. 

    9 Oct 2024

    Co-founder & CEO of Nurture Genomics Former CIO of Perkin Elmer & Beaumont Health Hans Keil | Relentless Customer Leader Podcast

    Summary Hans Keil shares his leadership journey, starting from growing up on a farm and joining the Coast Guard to his career in various industries and his current role as a co-founder of Nurture Genomics. He emphasizes the importance of work ethic, authenticity, and building a strong team. Hans also discusses the challenges and opportunities in healthcare, particularly in creating a customer-centric culture and leveraging AI for better patient experiences. He encourages leaders to go with the flow, trust their teams, and stay focused on the customer. Takeaways Developing a strong work ethic early in life can shape one's leadership journey. Authenticity is key to effective leadership. Building a strong team that complements your strengths and fills your gaps is crucial. Creating a customer-centric culture in healthcare requires understanding the needs of patients and engaging with them. AI has the potential to enhance patient experiences and improve healthcare outcomes. Leaders should go with the flow, trust their teams, and stay focused on the customer. Sound Bites "I think, as I reflect, probably go back to growing up on a farm... when you live on a farm, you start working at a very early age." "If you're not willing to roll up your sleeves and go out there and see them in their environment and understand that, you're not going to succeed." "Start with the team, start with what the nurses have to navigate, what their challenges are. Because they are the frontline." Chapters 00:00 The Beginnings of a Leadership Journey 05:38 From Farm to Coast Guard 08:39 Building a Customer-Centric Culture in Healthcare 18:08 Transitioning to a Startup: The Story Behind Nurture Genomics 26:41 Balancing Family and Career 29:09 Developing Leadership Skills: Authenticity and Trust 33:36 The Role of AI in Healthcare and Leadership

11. 

    2 Sept 2024

    FROM RECEPTIONIST TO MULTI-TIME CEO, Nicole Noye | Relentless Customer Leader

    Summary Nicole Noye is a seasoned executive with over 25 years of experience across diverse sectors, including retail, hospitality, leisure, entertainment, fitness, car sharing, and franchising. Her career has been marked by a relentless commitment to driving organizational success, leadership, team empowerment, and customer satisfaction. She has held board and executive positions, spearheading transformational initiatives that have redefined businesses and propelled them toward profitability and sustainability. Nicole Noye discusses the importance of leadership and surrounding oneself with good people. She shares examples of leaders who have supported her in her career, such as Graham Oakes and Bob Critchley. Noye emphasizes the significance of creating a positive organizational culture and caring for the well-being of team members. She also talks about the challenges of leading through change and the importance of belief and resilience. Noye highlights the value of customer obsession and how it can drive business success. She also shares personal habits for managing stress and staying focused. Finally, she encourages up-and-coming leaders to prioritize their teams and create a supportive and united environment. Key Takeaways Nicole's early experiences in tennis and Girl Guides taught her the importance of throwing her heart and mind into what she enjoys doing. Her career in retail, starting as a receptionist at David Jones, taught her the importance of staying in stock of best sellers, understanding what customers want, and not patronizing them. Nicole's leadership philosophy is centered around focusing on the customer and looking after them, ultimately leading to profitability. She believes in employing people who are different from her, playing to their strengths, and regularly being on the shop floor to understand the business and engage with the team. Nicole has focused on transformation and change management in her CEO roles, creating strategies and visions to improve business performance. During her time at Dreamworld, Nicole prioritized listening to and supporting the team and customers, instilling confidence and belief in them. She also demonstrated her confidence in the team by personally experiencing the rides and involving her children in the park's activities. Surround yourself with good people and leaders who support and believe in you. Create a positive organizational culture that values teamwork and respects individual challenges. Leadership requires belief, resilience, and overcoming resistance to change. Customer obsession is key to driving business success and improving customer experience. Manage stress through exercise, mindfulness, and setting boundaries. Prioritize your team and create a supportive and united environment. Sound Bites "If you focus on the NPS or how we look after the customer, then everything else will flow and profitability will come out at the end of that." "Don't patronize a customer. Actually look after them and don't agree to having a script in how you sell because I think everybody's different." "You want somebody in the role that actually cares about the business, wants to drive the business, wants to be part of a team and comfortable to be able to challenge not only myself but the rest of the team on areas we need to improve." "Surround yourself with good people." "Culture is about how you look after and treat your team with respect." "Engagement scores significantly improve when you understand and listen to your team."

12. 

    9 Aug 2024

    Former Managing Director, Konica Minolta Dr. David Cooke | Relentless Customer Leader

    Summary Dr. David Cooke shares his experiences growing up and entering the business world. He discusses how he stumbled upon Transcendental Meditation and became a teacher of it before transitioning into a sales role at Xerox Corporation. He reflects on his journey in the imaging industry, including his time at Canon and Konica Minolta, and the challenges and successes he faced. Dr. Cooke emphasizes the importance of listening to customers, building a company that cares, and engaging employees through social causes. The conversation with Dr. David Cooke explores the power of creating a connected and caring culture within an organization. Dr. Cooke shares stories of how treating employees and customers with respect and compassion can lead to increased engagement and loyalty. He emphasizes the importance of values in driving business success and highlights the need for leaders to make decisions based on moral and ethical considerations. The conversation also touches on the challenges and opportunities presented by remote work and artificial intelligence. Takeaways Transcendental Meditation helped Dr. Cooke sort his life out and inspired him to become a teacher of it. Dr. Cooke's sales career began at Xerox Corporation, where he learned the importance of listening and asking questions. He spent many years in the imaging industry, including stints at Canon and Konica Minolta, and faced challenges and successes along the way. Dr. Cooke's approach to leadership focused on building a company that cares, engaging employees through social causes, and listening to customers. Creating a connected and caring culture within an organization is powerful and can lead to increased engagement and loyalty. Treating employees and customers with respect and compassion is essential for building strong relationships. Values should guide decision-making and should not be compromised for short-term gains. Remote work can be a valuable option, but a hybrid model that includes in-person interactions can help reinforce culture. Artificial intelligence presents both challenges and opportunities, and it is important to build moral and ethical considerations into AI systems.

13. 

    17 Jul 2024

    Ken Wilcox Former CEO of Silicon Valley Bank and Dr Chris L. Brown discussing Leadership and Culture | Relentless Customer Leader Podcast

    Summary Ken Wilcox, former CEO of Silicon Valley Bank, shares his journey and leadership philosophy. He emphasizes the importance of self-actualization and creating a positive customer experience. Ken's leadership style is centered around diversity in counsel and unity in action. He encourages decision-making at all levels of the organization and fosters a culture of open discussion and commitment to executing decisions. Ken also discusses the spectrum of human behavior, from passive-aggressive to obnoxiously assertive, and the need to coach individuals towards a more collaborative and accountable mindset. In this conversation, Ken discusses the importance of listening to the voice of your conscience and building a culture where employees make the right decisions on their own. He shares the attributes of great leaders, including being aware of their influence on others and focusing on the future. Ken also reflects on his leadership journey, highlighting the importance of recognizing and addressing areas for improvement. He discusses the challenges of integrating different cultures in acquisitions and the need for tools to assess organizational culture. Finally, Ken talks about his upcoming book on doing business in China and the lessons he learned from his experience there. Takeaways Leaders should focus on self-actualization and creating a positive customer experience Encourage decision-making at all levels of the organization Foster a culture of open discussion and commitment to executing decisions Coach individuals towards a collaborative and accountable mindset Building a culture where employees listen to their conscience and make the right decisions on their own is more effective than constant monitoring. Great leaders are aware of the influence they have on others, involve others in decision-making, and focus on the future. Cultural differences can be a major challenge in acquisitions, and it's important to assess and address these differences. Tools to assess organizational culture can help in understanding and improving the culture of a company. Doing business in China requires understanding the differences in goals and expectations between Western companies and the Chinese Communist Party. Sound Bites "I decided that we needed to get rid of all of the people at the ends of the spectrum, either by coaching them to the middle or by inviting them to work somewhere else." "We should try to be in the one market that differentiates us. Plus, we develop some particular skills there." "I encouraged everybody at the next level to do the same thing so that we were pushing decisions down to the ground floor as far as we could." "If we can just get them to listen to it and follow it. We don't have to be monitoring them constantly because they'll want to do the right thing on their own." - Ken referring to the "Voice of Conscience" we all have inside us. "Great leaders are cognizant of the fact that people are copying them." "The vast majority of failures on the acquisition front are the result of cultures not meshing." Learn more from Ken's great book, Leading Through Culture (https://leadingthroughculture.org/product/leading-through-culture) Want to know how you can understand more about your own organizational culture? Visit the MRI Benchmark (https://www.mribenchmark.com/)

14. 

    17 May 2024

    The Relentless Customer Leader Podcast with Dr Chris L Brown, Podcast Introduction

    Get ready to unlock the secrets of building an unshakable customer-centric empire. Welcome to the relentless Customer Leader podcast, how customer-obsessed leaders win. I'm your host, Dr. Chris Brown, and this is a podcast that's going to ignite your passion for delivering experiences that leave your customers craving more. In each episode, we're going to dive into the minds of visionary leaders and trailblazing companies, who have made customer experience their sacred mission. Prepare to be inspired as we unpack the game -changing strategies, unconventional thinking, and the real-world stories of customer-centric transformation. Whether you're a budding entrepreneur, a seasoned executive, or simply someone who believes in the power of remarkable customer experiences, this podcast is going to equip you with the tools, the mindset, the motivation to elevate your game. So brace yourself for a journey filled with great insights, inspirational stories, and contagious energy that will reignite your commitment to putting customers at the epicenter of everything you do.

Reach and audience

Public platform figures. Ratings count people who left a rating, not total listeners.

YouTube views

117

Score snapshot 15 Sept 2025

Apple Podcasts (US)

5.0 / 5

3 ratings

Spotify

5.0 / 5

1 ratings

Podcast Authority Score: 43 / 100

A composite of feed quality, social presence, YouTube performance and engagement. Read the methodology.

Quality

48

Social presence

0

YouTube

64

Engagement

32

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Guest appearances

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