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).
Why Setting Guest Expectations is a Huge Challenge for Hospitality: Mike Kuenne - S10E4
Voices of CX
37 minutes 38 seconds
3 years ago
Why Setting Guest Expectations is a Huge Challenge for Hospitality: Mike Kuenne - S10E4
This week, I was joined by Mike Kuenne, owner and principal of Kuenne Advisory LLC. We discussed the complex reality of setting expectations in the hospitality industry. One guests’ memory-building experience is another’s one-star review, and the absolute norm in one region is a completely foreign experience in another.
A misalignment in expectations can ruin an otherwise good or even great experience. And hospitality has the huge responsibility of understanding the differences between these guest profiles and, not only accommodating them differently but finding opportunities to set expectations ahead of time so they’re not caught by surprise.
Without further ado, enjoy the episode!
🟠About Mike Kuenne
Mike is the owner and Principal of Kuenne Advisory LLC and has 25 years of experience in industry and consulting across B2B and B2C channels. He brings a unique perspective by leveraging his diverse background across multiple organizational disciplines helping organizations create truly comprehensive strategies. Organizational leaders and Executive teams benefit from his broad experience in Technology, Corporate & Site Operations, Procurement / Sourcing Strategy, Administration, and Brand and Customer Experience. He enjoys sharing his passion for Customer Experience and has been featured on numerous podcasts and in various industry publications. He’s worked with many fortune 500 clients in consulting roles with PwC and North Highland, and held multiple industry leadership roles, most recently as Senior Vice President and Chief Customer Officer at Extended Stay America.
Mike earned his Bachelor’s degree in International Business & Political Science from Lehigh University and a Master’s degree in Business Administration from the University of Massachusetts – Amherst. He is an avid traveler and a passionate supporter and coach of youth sports. He resides in Charlotte, NC with his wife Wesley and their 3 children.
🟠Connect with Mike Kuenne
Follow Mike on LinkedIn: https://www.linkedin.com/in/mkuenne/
🟠Would you like to read the full interview? Get the summary on our blog at
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Follow Worthix on LinkedIn https://www.linkedin.com/showcase/voices-of-cx-podcast/
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 something to say about CX or want to be featured on the show? Let us know! Email us at contact@worthix.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).
