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.
For the last 2 years, Brian has been part of the MSB team on a major culture change programme within the public sector in Bahrain. MSB began by defining a high performance culture. This has been followed by client research and training in leadership, customer service and relationship management, as well as the launch of a major internal communications activity to break down barriers within the organisation.
Most recently, Brian has led the MSB team which has conducted a major piece of customer research and training for a rapidly expanding Russian airline which has joined the Oneworld alliance. Tailored customer service training was delivered to cabin crew and ground staff by MSB's experienced facilitators, with extra programmes provided to help employees prepare for the 2018 World Cup in Russia. MSB also delivered a 'Train the Trainer' programme to enable the airline's own training team to deliver the programmes in future. Brian is currently President of Woking Citizens Advice Bureau, a local charity in which he has held various leadership roles for the last 26 years.