35 min listen
The Blueprint for Customer Obsession with author Marbue Brown
The Blueprint for Customer Obsession with author Marbue Brown
ratings:
Length:
44 minutes
Released:
Feb 9, 2023
Format:
Podcast episode
Description
Marbue Brown believes companies that focus on Customer Centricity are missing something. In his new book, Blueprint for Customer Obsession, he highlights why customer obsession strategies are what excel sustainable business results.In this episode he shares:The difference between Customer Obsession and Customer CentricityThe benefits of adopting customer obsession as a strategyIf and how Southwest Airlines can recover from their recent troublesMarbue Brown Bio:Marbue Brown is an accomplished customer experience (CX) executive with a track record of thought leadership and signature business results at some of the most iconic companies on the planet, including JP Morgan Chase, Amazon.com, Microsoft Corporation, and Cisco Systems. As a CX leader, he guided the Chase Consumer Bank to record performance in the JD Power Retail Banking Study, NPS and branch satisfaction. He transformed the Andon Cord mechanism at Amazon.com from a primarily manually triggered to system to a primarily automated system triggered by machine learning and statistical models. The Andon Cord is one of Amazon.com’s most significant mechanisms it uses to personify its Customer Obsession culture. Marbue devised and codified the NSAT Improvement Approach at Microsoft, which was widely used by business units to dramatically improve CX as well as international subsidiaries who won nationwide awards in the process. He co-authored seminal articles about customer experience measurements that are widely cited in industry. He is a sought after speaker and published author on customer experience, business strategy and economic policy.
Released:
Feb 9, 2023
Format:
Podcast episode
Titles in the series (86)
The First Ever Degree in Customer Experience Management - Dr Tom DeWitt, MSU Professor: Dr. Tom DeWitt, trailblazer and Director of CXM@MSU, talks about why it was time to launch a Masters of Science in Customer Experience Management (CXM) at Michigan State University. He shares some powerful realities about why companies should lead wit by The Delighted Customers Podcast with Mark Slatin