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).
All content for Voices of CX is the property of Worthix and is served directly from their servers
with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.
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).
CX Professionals Worldwide Get Back to Basics: Rick Denton - S10E6
Voices of CX
39 minutes 4 seconds
2 years ago
CX Professionals Worldwide Get Back to Basics: Rick Denton - S10E6
This week, I talked to fellow podcaster and CX professional Rick Denton. He hosts the CX Passport podcast and believes that the best meals are served outside and require a passport, and I tend to agree with that! He’s also the managing principal at EX4CX, a business growth consultancy that wants to help CX professionals stop the “survey & score” mindset to start a “listen & act” one. Also agreed.
He’s also recently had a change of mindset around where CX is in the pecking order of business goals. He now sees it more as a specialized tool to accomplish a job, and that job has always been creating customer value and business growth. Agree strongly.
And that’s not to say CX is getting phased out – far from it. In fact, Rick sees countries around the world, particularly in the Middle East, embracing CX with a vengeance by piggybacking on the tried-and-true basics that are already working in the US and EU.
Enjoy the show, and get ready to expand your horizons a little bit beyond just CX.
🟠About Rick Denton
Rick Denton believes the best meals are served outside and require a passport.
A sought after Customer Experience Advisor and keynote speaker, Rick enables companies to achieve Experience Transformation, guiding them to stop Survey & Score and start Listen & Act, using a Total Voice of the Customer approach.
As a Managing Principal at EX4CX – Execution for Customer Experience, Rick helps clients unlock tangible business value from their Voice of the Customer Programs, create Customer Experience visions, culture and reality while driving revenue growth & operational improvement.
In his leadership roles prior to EX4CX such as with Bose, Capital One and several other industry champions, Rick created customer obsessed cultures, high performance execution systems, and clear outcome-oriented alignment. Rick delivered these results across multiple industries and company size profiles both domestically and internationally.
In addition to scouring the globe for the best customer experiences, Rick, his wife and two children, love to travel the globe simply to travel. You’ll as easily find them in Texas as you’ll find them in Thailand. (Ask him about the fantastic grilled squid on a stick!…Or the not so great fried tarantula!) When he’s not with the family or clients, you’ll likely find Rick hiking on a mountain somewhere in the southwestern USA desert.
Rick combines these loves by hosting the CX Passport podcast, a weekly talk with guests about customer experience and travel.
🟠Connect with Rick Denton
Follow Rick Denton on LinkedIn
Visit Rick’s consultancy at www.ex4cx.com
For tips and workbooks on achieving total VoC, visit www.totalvoc.com
Listen to Rick on the CX Passport podcast – www.cxpassport.com
🟠Connect with the Voices of CX
Follow Worthix on LinkedIn
Follow Worthix on Instagram: @voicesofcx
Follow Mary Drumond on LinkedIn
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).
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).
