Ian has written 15 books on business management and customer care. Over 100,000 copies have been sold in New Zealand and overseas. This makes him the most published author in business management in New Zealand's history. His books are sold in North America, Great Britain and South Africa. Two books have been translated into Portuguese and are best sellers in Brazil. His latest book, written with Debbie Mayo-Smith, called 101 Tips for Creating a Great Customer Experience, was published by Penguin in early 2008.

A much sought after and internationally recognised business speaker, Ian inspires and entertains over 120 audiences each year in New Zealand, Canada, the United States, Great Britain, Dubai, Brazil and Australia. He is one of only six New Zealanders to have spoken at the Million Dollar Round Table in America, the world’s largest convention of insurance agents. His road show for the New Zealand Retailers Association attracted the largest audiences in the association’s history.

For nearly 30 years, Ian has consulted to organisations in New Zealand, Australia, Canada and the South Pacific helping them to survive and grow in this crowded and competitive market place. His clients have included large corporations, and many small and medium-sized businesses and he also has extensive experience in the public sector and has worked with a large number of local authorities.

Ian Brooks is a regular columnist on customer care for the New Zealand Business magazine. He is also a practising business man who has held a number of board positions. He is currently chairman of Zero Emissions Limited and managing director of a publishing company.

Dr Brooks is also chairman of Tell Simon Limited, a turn-key customer feedback system.

Just some of the excellent feedback received from Ian's sessions:

"Great message , delivery clearly and with passion that made it easy for people to identify with the content. The only problem is we didn't include the night shift and now they are upset with me."
Nicholas Finicus, GM, Card Division AB Note Melbourne

"I thought your session at CLANZ was outstanding and I learnt a great deal from it. Thanks. "
Mai Chen, Partner, Chen Palmer, Public Law Specialists, Wellington

"It was a pleasure to meet you at the weekend and I just wanted to drop you a quick note to thank you for speaking to our team on Saturday. The feedback I received from others was unanimous that they really enjoyed your presentation and more importantly they found it very informative and worthwhile, and they learnt a lot."
Lewis Deeks, Director, Esquires Coffee New Zealand

"Many thanks to you for your involvement in our inaugural conference. There has been an overwhelming response to your outstanding keynote presentation with many requests to have you back again next year!"
Peter Sugg, Professional Conference Organisers Association

'Our time with you was our pleasure. Lots of positive feedback. There is a buzz around the place in both the customer service and Territory Rep teams - you were part of getting it rolling!'
Rob Dorey, General manager, Agri-feeds Limited

'A big Thank You for the manner in which you presented and your enthusiasm and passion towards being Customer Driven. Having spent two powerful days with you earlier this week you’ve changed my thinking toward my (our) customers and my life and I can report I’m happy about that !!! Change is definitely achievable and I am committed to this across our business. You were bloody well right. Now there’s no excuses!'
Steve Lovell Road Lines Dept Manager Fulton Hogan

I found Ian to be a highly engaging and authoritative speaker on all matters pertaining to effective customer engagement and retention, including demonstrating the financial imperatives of building lasting relationships with them. 'He built on sound, yet simple, concepts by providing practical, real life examples of where service delivery hadn’t quite gone to plan and strategies that could have been employed (i.e. service recovery) so as to turn customers into advocates. He particularly stressed the importance of understanding "process flows" when analysing where things go wrong in business
'I would have no hesitation in commending Ian as an individual who can aid an organisation to think "like" their customers, rather than thinking "about" them. Time very well spent!'
Dougal Hollis General Manager - Operations & Membership Australian Hotels Association (VIC)

"I was at Thrive yesterday and thoroughly enjoyed your presentation and would like to say 'thanks' for refreshing my memory on the importance of customer service!'
Lincoln Booth, General Manager, Cookie Time Limited

"I just wanted to thank you once again for your presentation yesterday. You certainly made a big impression on our staff, we have had over 15 emails from our staff already about things that could be improved.'
Jo Smith, Head Of Circulation Services, Palmerston North City Library

"Just a quick note just to thank you for your session on Friday afternoon at the OPD conference at Sky City. It was brilliant and a real eye opener it is amazing since we came back on Sunday I have consciously treated the staff as our customers (which I thought we were doing) and already it is making a difference and also re looking at the processes we have in place to create value to the customer as I didn’t realize the frustration our staff were facing when things were not going right.'
Stephen Payne, Sales and Marketing Manager, Taupo Office Products Depot

"Just a note to say thanks for a fantastic presentation this morning. 'The team are all buzzing and your input will ensure we all get onto the same page as a Firm and keep the message and delivery flowing. Now they all have an understanding of the 5 key points and in particular the Value model we will be on our way.'
Brian Walshe, CEO, WHK Sherwin Chan & Walshe, Total Business Solutions

"Thank you for the highly professional address to our Shareholders, at the conference last Friday. Since your address, I have received numerous calls and emails from raving fans about the content and the timely reminder on the importance of the Customer. You are truly passionate about the topic and that shines through."
Rob MacGregor, Chief Executive, Office Products Depot

"Thank you for providing such a relevant and vibrant session at our conference. I did a feedback survey at the end of conference and you may be interested to read this and see the comments from attendees. Your session was the highest rated session at the conference and our people really identified with your message, thank you for your part in making this conference a real success. I look forward to working with you again in the future."
Sarah Money, Marketing & Communications Manager, C&G Rothbury

"Thank you very much for presenting to our team in Napier yesterday. Everyone I spoke to was very complimentary about your presentation and they took a very positive note from you. I would like to reinforce the fact that in our opinion we really got value for our investment and the time was very well spent. Thank you very much for a job very well done."
Bernard Walsh, General Manager, Weldwell New Zealand

"Your presentation clearly hit the hot buttons with our team - you were right on target. We certainly appreciated the way you crafted your address to meet our specific needs and tailored it to fit the launch of our Vision, Mission & Values . Thanks and 'well done'."
Rex Moore, Rotorua District Council