The Customer Obsession Advantage’s Marbue Brown: How to Become Customer-Obsessed

Episode notes

This episode features an interview with Marbue Brown, Founder of The Customer Obsession Advantage, a consulting firm helping companies accomplish business results through customer obsession. Marbue is a leader in customer experience and has dedicated his career to companies like JP Morgan Chase, Amazon, Microsoft, and Cisco Systems. He is also the author of Blueprint for Customer Obsession , which outlines the eight habits and practices that make customer-obsessed companies stand out from their counterparts. In this episode, Kailey and Marbue discuss the difference between being customer-driven and customer-obsessed, how AI is affecting customer experience, and anticipating customer needs. - Key Takeaways: Getting your customer experience right starts with getting your employee experience right. Employees are interacting with your customers daily, they can’t be bogged down with systems that are slow or difficult to navigate. If your employees can do their job seamlessly and happily, your customers will feel that in their experience. The hallmark of customer obsession is to engage personally and give customers what they want before they know they need it.

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