30-Day PMFX

Quit wondering how your customer team provides value and scales effectively as your business grows. I'll give you the tools to position them for clarity, direction, and value-add ROI in 30 Days

Your Customer Team Is Broken.

I’m through defending my industry and the mistakes we perpetuate. I’m fixing that for every Founder and Executive that cares about getting it right. Better yet, I’ll teach you how to fix it yourself, for free, in 45 minutes.

If your customer teams…

  • Measure activity and not outcomes.

  • Are reactionary, defensive, territorial, or protectionist.

  • Point to passive metrics like CSAT, NPS, and ARR to defend their budgets.

  • Manage traffic instead of innovating and creating efficiencies.

…your customer team is broken and you can fix it.

The Blueprint

There is no copy & paste for your customer functions. Your team needs a custom fit for your company and your customer. You need a plan. I’ve got one. I’ll give it to you in one 45-minute session, for free.

STAFF

Vision | Strategy | Operation

TECH

CRM | Reporting | Roadmap

METRICS

Staff | Company | Customer

RESULTS

Profit | Scale | Retention

So what’s the catch?

  • Nearly every time I meet with a Founder or Executive about their customer teams, I see the same dysfunction, over and over again. They’re frustrated by the passivity and reactionary position of their team, and as customer professionals, it’s our fault.

  • I routinely see underperforming staff, frustrated with where they are, no game plan to get themselves into a value-add position, and no skills to deliver the change that’s needed.

  • The absolute worst of it, are the customer professionals and consultants running the same old playbooks that continue to bury these problems in more staff, more tech, outsourcing, etc. They solve nothing, increase your spend, and end in more frustrations for everyone.

You didn’t get this far in business without a healthy skepticism. I do consulting, and I’m happy to talk about how I can personally help you in that capacity if you’d like, but this is not that. I am offering this 45-minute consult for free, no obligation, no pitch, no gimmick, no catch. But why?

That’s why.

I have a sense of responsibility and ownership to fix what my colleagues have so woefully neglected so that businesses can thrive and find excitement in their relationships with their customers again.

My approach is unique. I start with the employees and tie everything customer teams do through the customer and back to the business, focusing every person and every activity around outcomes. Time and again, I’ve applied this proven formula and set up employees, teams, customers, and companies up for ongoing success, equipped to scale and excited about the road ahead.

Packaging this service for sale only perpetuates the inanity of our profession. Customer professionals establish systems and processes that serve to perpetuate themselves getting paid, not move forward. They are protectionist, too scared to innovate, or too incompetent to succeed. Not me.

I’ve spent 25 years building, leading, and consulting customer service, support, success, and experience teams and I’ve been a part of startups from Seed to $100M and teams of 5 to 500. I have the keys to unlock your frustration and turn your customer team into a results oriented value-add juggernaut. Most importantly, I am handing those keys to you. At the end of our 45-minute session you’ll have everything you need to transform your customer function. Try the 30-Day PMFX for free, no catch, ever.

“Brian is 100% a leader with an astute business strategy mindset and impressive emotional intelligence. I have watched Brian navigate organizational challenges and complex CX programs with the critical thinking skills I’ve only read about in Walter Isaacson’s biographies.”

—Jennifer A.

“Brian recruited an amazing group of people and coached them to be great team members to each other. The collaboration level is off the charts for an end user support organization. The team was one of the first in the organization to gather and use data from users to inform their improvements -- and they are always making said improvements.”

—Tom B.

”During my time working with Brian, I was constantly impressed with his leadership and customer-first focus. No matter the time of day, Brian was always willing to roll up his sleeves and jump right into problem-solving mode, all while maintaining his professionalism and being a mentor to his team and others within the organization. Truly a one-of-a-kind leader, I would work with Brian again in a heartbeat.”

—Emily R.

“Brian is a phenomenal Customer Success Leader and I highly recommend him for any organization looking to build a customer focused culture. He is a transparent, honest and empathetic leader who cares deeply about his teams and the customers they are supporting. He thinks strategically and is able to plan and advocate for tools and process that set his teams up for where the service industry is going and not for where it is today. He can motivate and get the best from everyone he leads and has a proven track record of building high performing teams. I would love the opportunity to work with him again in the future.”

—Jamie R

“Brian was hands down the best boss I’ve ever had - and I’ve had a lot of amazing, formative bosses!”

—Quinn D.

“Few people get the opportunity to work for a leader with a passion for developing his employees like Brian. He hired me at a crossroads of my career, as I attempted to make the transition to a technical role. From the very first day, he gave me thoughtful projects, constant support, shared stories and advice that I still reflect on, and made me part of a team of hard-working, smart, funny, and kind people.”

—Shannon W..