Marbue Brown

Marbue Brown is author of the book Blueprint for Customer Obsession and founder of The Customer Obsession Advantage (customerobsession.net), a firm dedicated to helping companies achieve extraordinary business results through Customer Obsession.  He 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.  At JP Morgan Chase, he guided the Chase Consumer Bank to record performance in the JD Power Retail Banking Study, NPS and branch satisfaction.  At Amazon, he transformed the Customer Experience Andon Cord from a primarily manually triggered to system to a primarily automated system triggered by machine learning and statistical models.  The Andon Cord is one of the  most significant technologies Amazon uses to safeguard the Customer Experience on its sites worldwide and to personify its Customer Obsession culture.  At Microsoft, Marbue devised and codified the Net Satisfaction (NSAT) Improvement Approach, which was widely used by business units to dramatically improve CX as well as international subsidiaries who won nationwide awards in the process.  

Marbue's book, Blueprint for Customer Obsession, was featured in the Forbes article The Top Ten Business Books for 2022 by Shep Hyken.  He co-authored oft-cited classic articles about customer experience measurements.  His expertise has been featured on some of the largest radio stations and networks across the country as well as on some of the most widely distributed syndicated radio programs, including The Wharton Business Daily, This Morning with Gordon Deal, America in the Morning with John Trout, SiriusXM, iHeart Radio, Audacy, KCBS, and KDKA.  He has also been a featured guest on top customer experience podcasts such as Amazing Business Radio with Shep Hyken, Be Customer Led with Bill Staikos, Delighted Customers Podcast with Mark Slatin, and Press 1 for Nick. He is a sought after speaker and published author on customer experience, business strategy and economic policy.