Michael D. Brown is a Global Management expert driving results through (and with) companies, organizations, and academia. He is a sought-after speaker, coach, and author of Fresh Passion: Get A Brand or Die a Generic, Fresh Customer Service®: Treat the Employee as #1 and the Customer as #2 and You Will Get Customers for Life, and Fresh Passion Leadership: Become a Distinct, Branded Leader or Extinct Generic.
He has over 18 years’ experience in helping companies and organizations achieve results. These organizations include the U.S. Army, U.S. Marines, BP, Amoco, Capital One, Jason’s Deli, Murphy Oil, Wendy’s, Omni Hotels, Houston Rockets, Wells Fargo, Marriott, Ford Foundation, The University of Findlay, Jackson State University, and Hampton University. He has held numerous leadership positions at Fortune Global 100 companies.
Michael was ranked in the top five percent among high-performing leaders and coaches in leading Fortune Global 500 companies. He is a globally recognized authority on customer service leadership for developing customer service strategies that deliver not only to the frontline, but three levels up in the user’s organization. This work was later turned into the book, Fresh Customer Service®: Treat the Employee as #1 and the Customer as #2 and You Will Get Customers for Life .
Michael’s success story is even more impressive, considering his humble roots. He grew up as one of ten children with his widowed mother in Holmes County, Mississippi, which is, statistically, among the poorest counties in the U.S. Early on, Michael resolved to break the cycle of poverty and dead-end jobs that plagued so many of his friends, neighbors, and relatives. Starting with a job as a low-paid handyman and housecleaner for a verbally, mentally, and physically abusive boss at the age of nine, Michael quickly learned the importance of satisfying the customer, always doing the best possible job, and having a brand of excellence, regardless of the circumstances.
He went from being supported by welfare to starting his own highly profitable candy-selling business while in high school to support himself and the family. Initially, the business generated about $40.00 per day, but it quickly blossomed to $300 to $400 each day. He then worked his way through Jackson State University with a job as a cook at a fast-food restaurant, where he cut the average wait time at the drive-through window almost in half, achieved record sales, and received multiple raises within six months. He did this even though he was, initially, not allowed to work directly with customers in the front of the house because of “unwritten” rules. Despite this, Michael continued to deliver greater results than all of his co-workers and stayed focused on delivering excellent results. After months of begging to work in the front of the restaurant, he was given a “trial shift,” which turned into a night of customers raving about his superior customer service and leaving over a dozen positive comment cards.
After graduating, Michael, who holds a BBA in management and an MBA in global management from Jackson State, embarked on a highly successful executive career where he consistently boosted profits and employee morale at companies in the hotel, food and beverage, oil and gas, and retail industries. It is this unique perspective and know-how, gleaned from his upbringing, that makes Michael a sought after speaker, career and management consultant, and the leading authority on delivering fresh results.
With a track record of delivering double-digit, top- and bottom-line growth to his clients, Michael is able to take a problem and look at it five to seven levels deep, allowing delivery of strategies and solutions that are detailed, yet simple and impactful, while focusing on overall strategies and sustainability of the achieved growth. He has a unique ability to break down complex strategies and processes into a simple and executable strategy that can be delivered with passion and conviction by the frontline at every step of the value chain.
Michael’s expertise in revamping how companies provide world-class customer service and establish a market-leading brand has led him to assisting individuals in creating personal brands that allow them to achieve otherwise unattainable levels of personal and professional success. He is recognized for this best-in-class coaching strategy that yields consistent results.
He has motivated and helped thousands of entrepreneurs, military personnel, individuals, college students, graduates, and small business owners move from a stage of generic mediocrity to an exciting place where they become successful personal brands yielding exponential personal economic and professional success. His signature work, Fresh Passion: Get a Brand or Die a Generic is the catalyst for helping individuals make the transformation and achieve world-class success.
Michael’s work has been featured in hundreds of publications and media outlets, including: Forbes, Georgia Public Radio, Business Week, NPR Radio, The Economic Times, Black Enterprise, Management Operations, Business Education Forum, The Christian Science Monitor, Bits and Pieces of Leadership, Inside Business, The Managers Intelligence, and U.S. Business Review.