Marbue Brown on the Blueprint for Customer Obsession

Marbue Brown believes companies focused on customer centricity are missing something.

In his book, Blueprint for Customer Obsession, Marbue explains why customer obsession, not just centricity, drives sustainable business results. He joined me to break it down.

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Originally aired February 9, 2023 as Episode 19 of The Trusted Guide Podcast (then The Delighted Customers Podcast).

What we cover

• The difference between customer obsession and customer centricity

• The benefits of adopting customer obsession as a strategy

• Whether, and how, Southwest Airlines could recover from its troubles at the time

Lessons from iconic companies

Marbue has led CX work at some of the most recognizable companies in the world. His examples, including Amazon's Andon Cord, show what obsession looks like when it's built into how a company operates.

About the guest

Marbue Brown is a customer experience executive whose work includes JPMorgan Chase, Amazon, Microsoft, and Cisco. At Amazon, he helped automate the Andon Cord mechanism. He is the author of Blueprint for Customer Obsession.

If this conversation was useful, you'll find more like it in The Trusted Guide Newsletter: practical insights on trust, influence, and leading change.