Since co-founding MSB in 1988, Brian has worked with major private and public sector organisations in the UK, USA and Middle East. He has helped clients to change their corporate culture, to assess and improve employee satisfaction, and to communicate more effectively with both staff and customers.
Brian also leads MSB’s customer satisfaction and employee engagement research. Using his experience and insight, he helps clients to interpret research findings and provides clear, practical advice on how to respond to those results in order to improve performance.
Before establishing MSB, Brian was a key player in the expansion and restructuring of British Airways. He designed and implemented stages of the airline’s ‘Customer First’ training and communications strategy which involved all 50,000 employees. To this day, ‘Customer First’ remains the defining case study on how to engage employees, improve customer service and transform a company’s culture. With many years’ experience of working in the Middle East, Brian is now leading MSB’s rapid expansion into the Gulf market.