Marbue Brown on Customer Obsession vs Everything Else

“You don't move past obsession. I guess what's beyond obsession is more obsession.”

This episode of Be Customer Led with Bill Staikos features Marbue Brown. He is the founder of The Customer Obsession Advantage, an organization devoted to assisting businesses in achieving exceptional business outcomes through customer obsession. He is an experienced executive in the field of customer experience (CX) who has proven his ability to lead by example. Also, Marbue is a well-known speaker and published author on topics such as customer experience, business strategy, and economic policy. In today's episode, he explores in great depth a wide variety of topics pertaining to Customer Obsession and contrasts it with other topics.

[01:49] Introduction – Marbue discusses the ups and downs of his professional life. Furthermore, he talks about his upcoming book and the inspirations behind penning it. 

[09:59 Three Terms – Marbue outlines the distinctions between customer focus, customer-centricity, and customer obsession.

[14:23] Maturity Path - Is there a rung on the ladder of maturity that leads to a focus on the customer?

[28:10] The Next - After Customer Obsession is More Obsession.

[31:36] Inspiration – Marbue mentions the factors that have been an inspiration to him. 

[34:21] Biggest Roadblock - In response to the previous guest's question, Marbue explains why he believes maintaining established franchises is the most prominent hurdle organizations have in delivering customer-obsessed experiences, internally or externally.

[36:41] Marbue's Question – Marbue poses a question to the subsequent guest. In addition, he specifies when he intends to release his book for sale.

Resources:

Connect with Marbue:

LinkedIn: linkedin.com/in/marbue-brown-43a8a52/

Link to Marbue’s New Book: Blueprint for Customer Obsession