Writing the Blueprint for Customer Obsession: Marbue Brown – S10E8

Writing the Blueprint for Customer Obsession: Marbue Brown – S10E8


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This week, I had the chance to read the blueprint for customer obsession (literally) with the help of Marbue Brown. He’s a CX practitioner with years of experience at companies who can more or less take credit for starting the movement toward customer obsession. Amazon, Microsoft, Cisco, JP Morgan Chase… you know, just some mom-and-pop shops.

We discuss how the truly customer-obsessed companies out there go to extremes. They do things in their day-to-day operations that would get most people laughed out of the room. And most importantly, they innovate nonstop, because customer expectations never stop changing, either.

So get ready to hear an insider’s perspective from companies that brought customer-centricity mainstream and learn everything you can. Enjoy!

About Marbue Brown

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 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.

Connect with Marbue Brown

Follow Marbue Brown on LinkedIn

Get Blueprint for Customer Obsession on Amazon

Connect with the Voices of CX

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Follow Worthix on Instagram: @voicesofcx

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Follow Mary Drumond on Twitter: @drumondmary

About Voices of CX Podcast

The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.

📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer ([email protected]).


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Mary Drumond

Mary Drumond

Mary Drumond is Chief Marketing Officer at Worthix, the world's first cognitive dialogue technology, and host of the Voices of Customer Experience Podcast. Originally a passion project, the podcast runs weekly and features some of the most influential CX thought-leaders, practitioners and academia on challenges, development and the evolution of CX.



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