Explore the transformative power of customer obsession in episode #107 of our podcast series. Join us as we discuss prioritizing customer needs, navigating the middle market, harnessing data, and strategic board governance with expert Marbue Brown.

In this enlightening discussion with Marbue Brown, Founder, The Customer Obsession Advantage and an expert in customer obsession and business strategy, and  David Rosen, CEO of Acrelic Group,  delves deep into the realm of transformative growth and customer-centricity for businesses. The conversation uncovers valuable insights and strategies that every business executive should consider for driving success.

[00:04:26] Illustration of Customer Obsession Value – Customer Reviews

[00:08:23] Critical tool for customer service: Andon Cord!

[00:12:03] How JP Morgan, Amazon, Costco Move the Needle Applying Customer Obsession?

[00:13:48] Businesses came together to apply the principles of Customer Obsession!

[00:27:05] Customer Obsessed Companies Treat Customer Service as a Marketing Expense

[00:38:14] B2B Must be Customer Obsessed! Not just B2C

[00:45:39] How Do you get Started in Being More Customer Obsessed?

[00:51:43] Product companies should ask... New Product or features?

[00:58:14] Role of the Board in Customer Obsession

[01:03:53] 3 Board Questions

The discussion is filled with insights and real-world examples from best-in-class companies, highlighting the importance of making customer obsession a core principle in your business strategy.  Here are the top seven (7) highlights of this revealing program:

1. Customer Obsession as a Core Principle: Marbue stresses the significance of putting customers at the heart of your business strategy. Companies like Amazon and Zappos exemplify how customer obsession can drive long-term success.
2. Seeing Around Corners: The ability to "see around corners" and anticipate customer needs is a trait of customer-centric companies. Costco and Trader Joe's are cited as examples of businesses that excel in this area.
3. Continuous Innovation: Marbue emphasizes the importance of relentless innovation. Companies like Apple and Amazon consistently launch new products and services to meet customer demands, fostering loyalty and growth.
4. Metric Insights: Metrics like Net Promoter Score (NPS) and Customer Effort Score (CES) offer valuable insights into customer sentiment. These metrics help companies understand their customers better, just as best-in-class companies have done.
5. Transformative Growth: Middle-market companies can achieve transformative growth by embracing customer obsession. Examples, such as Amazon Prime, illustrate the impact of innovation in meeting customer goals.
6. Board Governance and Customer Focus: Boards play a critical role in promoting customer-centric thinking. They should consider digital transformation, diversity, and data security in shaping the company's customer-focused approach.
7. Success Blueprint: Marbue outlines the importance of setting ambitious goals and fostering customer obsession within the organization. Best-in-class companies serve as...