Episode 107: Elevate Your Business with Customer Obsession with Marbue Brown

Amazing Execs Show

Elevate Your Business with Customer Obsession!

Learn Why and How Customer Obsession Drives Amazing Business Success.

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.

1. Show Summary:

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.

2. Timeline Highlights

[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

3. 7 Highlights and Learnings - David and Marbue:

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 a source of inspiration for this customer-centric journey.

This discussion underscores that customer obsession isn't just a strategy but a way of thinking and operating that can propel businesses to new heights of success.

4. Key Takeaways:

1. Customer Obsession as a Strategy: Marbue Brown emphasizes the significance of adopting a customer-centric approach, and David reinforces this concept as the CEO of Acrelic Group. They explore how best-in-class companies prioritize customer needs and continuously innovate to stay ahead.
2. Navigating the Middle Market: David, drawing from his extensive experience, sheds light on the unique challenges middle-market companies face. He discusses the importance of aligning business goals with customer goals to create meaningful solutions.
3. Data-Driven Decision-Making: Marbue highlights the role of data in understanding customer sentiment. David Rosen emphasizes the need for businesses to embrace digital transformation and secure data practices to thrive in today's landscape.
4. Strategic Board Governance: The conversation touches upon the role of boards in fostering customer obsession. David discusses how boards can guide companies toward customer-centricity by asking the right questions and focusing on innovative thinking.
5. The Value of Acrelic Group: Throughout the discussion, David exemplifies the expertise and guidance offered by Acrelic Group. As a leader in strategic planning and transformative growth, Acrelic Group helps businesses leverage customer-centric strategies to achieve and exceed their goals and outcomes.

This conversation underscores the significance of customer-centricity in achieving transformative growth. David Rosen and Acrelic Group stand out as invaluable partners for businesses seeking to embrace customer obsession as a strategic advantage and navigate the middle market effectively. Be sure to check out other Amazing Execs Show programs here: https://acrelicgroup.com/ae and review more about customer centric thinking with a key discussion between David and Mike Bosworth.

See Marbue Brown's NEW Book: "Blueprint for Customer Obsession"

Learn how you can Elevate Your Business with Customer Obsession.