Mark Graham Brown

Mark Graham Brown has helped organizations all over the world measure and manage performance. His most recent book is Killer Analytics: Top 20 Metrics Missing From Your Balance Sheet.

  • Say You’re Sorry – The Ultimate Guide to Service Recovery

    Say You’re Sorry – The Ultimate Guide to Service Recovery

    Companies make mistakes. But when they do, we expect them to make it up or else we may will never buy from them again. So what should a company do to keep customers happy when they screw up? Find...

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