Get to know the FBG Team
The Fryer Book Group was founded to build upon decades of senior executive experience working for and with the world’s best brands including Disney, Google, Nike and Intel. The only thing more impressive than our experience is our work ethic, and the incredible value that it will deliver to your organization. So, who are we?
Steve Fryer is an innovative client relations leader with more than 20 years of success directing in-house and outsourced call center operations at Disney, including award-winning customer support teams. He helps teams develop and mine data analytics to maximize profits through establishment of customer satisfaction and affinity group programs. He has rich expertise in boosting operational efficiency, enhancing performance and partnering with stakeholders to secure buy-in on continuous improvement initiatives.
Prior to founding The Fryer Book Group, Fryer led customer experience for Disney Consumer Products/Disney Stores, where he developed and managed a best-in-class CX division, inspiring cast members and delivering the magic of Disney to millions of loyal guests throughout the world.
Fryer is a graduate of Harvard Law School and Arkansas Tech University where he starred on the varsity tennis team. He is a father of one and grandfather of two. When he’s not developing game-changing customer-centric solutions, he’s an avid tennis player having recently won the Los Angeles Tennis Association city divisional championship.
Chris develops leadership teams and builds strategies for Fortune 500 clients across a variety of industries. Through senior executive roles, Chris has extensive experience delivering growth for top brands including Disney, Google, Nike, ESPN, P&G, Qualcomm, Intel, NFL, OfficeMax, Intuit and Experian.
Book is a skilled operator, with an industry background spanning brick & mortar retail and e-commerce, technology, and media & entertainment. He has a proven track record of developing winning strategies, leading change, and facilitating execution.
Prior to The Fryer Book Group, Chris was Head of E-Commerce at Sears Holdings (Sears & Kmart parent company), where he lead a turnaround of the company’s multi-billion dollar e-commerce business unit and guided the group to profitability. Prior to that, he served as Head of Strategy, Analytics & Expense Management where lead corporate strategy functions and oversaw the company’s $10B expense budget, including a strategic restructuring and transformation of the company’s operations.
Before joining Sears, Book was CEO and Co-Founder of customer engagement company ChatterPlug (and its healthcare division, PatientConnecter). He still serves as Chairman of the ChatterPlug Board of Directors.
Book received his MBA from Northwestern University’s Kellogg School of Management. He is married with identical twin boys and a golden retriever, and he is an avid wine collector. Together the Book family spends their time skiing, surfing and cycling around the world.