How to build a client centric culture, 12 Sept

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Date: Wednesday, 12 September 2018 to Wednesday, 12 September 2018
Address: , QLD Australia
Place: Brisbane
Total Price: $0.00

What is the single more powerful predictor of sustained business success? A client centric culture.

Research has shown that anywhere from 40%-70% of clients leave a company for no other reason than they think that they don’t care.

A client centric culture is proven to help grow revenue, gross profit, support innovation and new product success but, most importantly, drive client advocacy - the real driver of profitability.

In this interactive workshop Sean Crichton-Brown and Kathryn Koch will cover:

  • why you should focus on retaining existing clients not just gaining new ones.

  • the 8 key factors proven to drive superior business performance.

  • the Market Responsiveness Index™ (MRI) - a tool that measures your organisation’s capacity to respond to client needs, competitive threats and external factors, and can be used to help create a true client focus in your company.

  • an interactive exercise to help create a road map to developing a client centric culture, including how to create tangible, cross-functional measurement of your client centricity efforts.

All participants will have the opportunity to complete the MRI™ assessment which provides deep insight to leaders on the behaviours of employees in being able to deliver a great client experience. Our research shows that for every 10% improvement in your MRI™ score you can expect a 4% improvement in profitability.

The MRI was developed by Dr Linden Brown, author of The Customer Culture Imperative, and has been used by companies around Australia and across the world including Telstra, Ergon Energy, Fairfax Media, Konica Minolta, Amazon, Virgin, Apple, Starbucks and, among others. Sean will share insights gathered from some of these organisations and other client centric businesses.

Who should attend?

Senior executives and Managers responsible for business growth and client experience.


Sean Crichton-Brown, Head of Global Partnerships & Customer Engagement, MarketCulture Strategies

Sean works with corporations and leading consultants around the world to improve their competitiveness through the adoption of client centric vision, values, strategies, practices and skills. With over 25 years experience working in sales and management, he has seen what it takes to become truly client centric, where everyone has the same goal and focuses on treating the client as the No.1 priority. As part of his work with Dr Linden Brown and the MarketCulture team, he helps leaders create a corporate cultural shift from product focus to market focus, and from internally driven to externally driven.  

Kathryn Koch, Director, Genuine George

Kathryn helps B2B organisations and professional services firms build genuine connections with the market and their clients – from developing marketing strategy and visible expertise, to client relationship skills building and client experience programs. She has worked for and with professional services firms in senior marketing and client management roles for more than 10 years, is co-founder of The Academy of Trust, an online portal of client relationships skills building programs, and is an accredited partner of MarketCulture Strategies and the MRI™.

Date: Wednesday 12 September 2018
Time: 4.00 pm to 5.30 pm, followed by networking drinks.
Venue: Level 1, Christie Centre, 320 Adelaide Street,
Cost:   $125.00 (incl gst) Members
           $145.00 (incl gst) Non Members

If you have experience any problems with your online booking please contact e:

Terms & Conditions

  • Cancellations must be made no less than 5 working days prior to the event in order to receive a refund.
  • Replacement delegates will be accepted at any time.Please notify the event organiser of the change.
  • Events are postponed or cancelled at the discretion of Consult Australia
  • ABN:25 064 052 615