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: www.linkedin.com/in/marbue-brown-43a8a52/
Get Blueprint for Customer Obsession on Amazon: https://a.co/d/jd695U0
🟠Connect with the Voices of CX
Follow Worthix on LinkedIn: www.linkedin.com/company/worthix/
Follow Worthix on Instagram: @voicesofcx
Follow Mary Drumond on LinkedIn: www.linkedin.com/in/marydrumond/
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 (steve.berry@voicesofcx.com).
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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: www.linkedin.com/in/marbue-brown-43a8a52/
Get Blueprint for Customer Obsession on Amazon: https://a.co/d/jd695U0
🟠Connect with the Voices of CX
Follow Worthix on LinkedIn: www.linkedin.com/company/worthix/
Follow Worthix on Instagram: @voicesofcx
Follow Mary Drumond on LinkedIn: www.linkedin.com/in/marydrumond/
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 (steve.berry@voicesofcx.com).
Behavior Design; Map Key Behaviors by being Uncomfortably Specific: Kristen Berman - S10E5
Voices of CX
39 minutes 7 seconds
2 years ago
Behavior Design; Map Key Behaviors by being Uncomfortably Specific: Kristen Berman - S10E5
This week, I had the pleasure of speaking with Kristen Berman. She’s a behavioral scientist, CEO, and co-founder of Irrational Labs, helping teams apply behavioral design research to their products and services.
We covered multiple ways to think about behavior design, like studying the physical environment in which decisions are made, resolving conflicts with established metrics, and mapping customers’ path to your desired behavior using what Kristen calls “getting uncomfortably specific”.
Long-time listeners know that any day I get to geek out about behavioral design with an expert is a good day, so naturally, this episode was as fun as it was educational. Enjoy!
🟠About Kristen Berman
Kristen is the co-founder of Irrational Labs, a behavioral economics product design company, with author and professor Dan Ariely. Irrational Labs has worked with hundreds of companies to increase the health, wealth, and happiness of users. Kristen also co-founded Common Cents Lab, a Duke University initiative dedicated to improving the financial well-being for low to middle Americans. Under Kristen’s leadership, Common Cents launched over 50 experiments with companies, positively impacting tens of thousands of people. She was on the founding team of the behavioral economics group at Google, a group that touched over 26 teams across Google, and she hosted one of the top behavioral change conferences globally, StartupOnomics.
🟠Connect with Kristen Berman
Follow Kristen Berman on LinkedIn: https://www.linkedin.com/in/kristenberman/
Learn more about the science of Behavioral Economics and Design IrrationalLabs.com
While you’re there, sign up for their Newsletter or enroll in a Behavioral Economics Bootcamp
🟠Would you like to read the full interview? Get the summary on our blog at
🟠Connect with the Voices of CX
Follow Worthix on LinkedIn https://www.linkedin.com/showcase/voi...
Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/
And 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 feedback about the Voices of CX or want to be featured on the show? Let us know! Email us at contact@voicesofcx.com.
Voices of CX
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: www.linkedin.com/in/marbue-brown-43a8a52/
Get Blueprint for Customer Obsession on Amazon: https://a.co/d/jd695U0
🟠Connect with the Voices of CX
Follow Worthix on LinkedIn: www.linkedin.com/company/worthix/
Follow Worthix on Instagram: @voicesofcx
Follow Mary Drumond on LinkedIn: www.linkedin.com/in/marydrumond/
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 (steve.berry@voicesofcx.com).
