Sign-In
Cart
Blueprint for Customer Obsession
Paperback
Business GeneralInvesting & Finance
ISBN13: 9781662858505
Publisher: Xulon Pr
Published: Nov 6 2022
Pages: 206
Weight: 0.68
Height: 0.47 Width: 6.00 Depth: 9.00
Language: English
Customer Obsession is the secret sauce that has fueled the success of some of the world's most beloved and successful brands, including Amazon.com, Apple, Costco, Trader Joe's, and Zappos. The phrase was popularized by Amazon.com to describe the extreme approach to prioritizing customers that has established the company as a model of customer experience excellence to be emulated. That obsessive emphasis on prioritizing customers is also credited as a key factor in Amazon's rise to become one of the most dominant companies across the globe. Other companies like Costco, Trader Joe's, and Zappos that are legendary for their customer experience excellence have a similarly extreme approach to prioritizing customers even though they didn't initially refer to themselves as Customer Obsessed. They're also known for industry leading business results.
Yet very few companies have achieved the level of customer experience excellence that earns them the right to be called Customer Obsessed. This book, Blueprint for Customer Obsession, lays out the eight habits and practices that distinguish Customer Obsessed companies from their Customer Focused or Customer Centric peers and makes the secret sauce of Customer Obsession accessible to business leaders worldwide. Blueprint for Customer Obsession demonstrates with concrete examples that Customer Obsession is not just a slogan, a catchphrase, or a rallying cry. It is a handbook for any leader that wants to engineer a Customer Obsession transformation in their company or business unit.
Marbue Brown is an accomplished customer experience 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. As a CX leader, he guided the Chase Consumer Bank to record performance in the JD Power Retail Banking Study, NPS and branch satisfaction. He transformed the Andon Cord mechanism at Amazon.com from a primarily manually activated system to a primarily automated system, triggered by machine learning and statistical models. The Andon Cord is one of the most significant programs Amazon.com uses to personify its Customer Obsession culture. Marbue devised and codified the NSAT Improvement Approach at Microsoft, which business units and subsidiaries used to dramatically improve CX. He co-authored landmark articles about customer experience measurements that are widely cited in industry. He is a sought-after speaker and published author on customer experience, business strategy and economic policy.
Also from
Brown, B. A. Marbue
Also in
Business General
The Let Them Theory: A Life-Changing Tool That Millions of People Can't Stop Talking about
Robbins, Mel
Robbins, Sawyer
Hardcover
The Unity of the Capitalist Economy and State: A Systematic-Dialectical Exposition of the Capitalist System
Reuten, Geert
Paperback
This Program Is Brought to You by . . .: Distributing Television News Online
Braun, Joshua A.
Paperback
Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect
Guidara, Will
Hardcover
Hbr's 10 Must Reads on Mental Toughness (with Bonus Interview Post-Traumatic Growth and Building Resilience with Martin Seligman) (Hbr's 10 Must Reads
Review, Harvard Business
Schwartz, Tony
Seligman, Martin E. P.
Paperback
Hbr's 10 Must Reads on Managing Yourself (with Bonus Article How Will You Measure Your Life? by Clayton M. Christensen)
Drucker, Peter F.
Christensen, Clayton M.
Review, Harvard Business
Paperback
Hbr's 10 Must Reads on Mental Toughness, Updated and Expanded (Featuring How to Stop Worrying about What Other People Think of You by Michael Gervais)
Review, Harvard Business
Gervais, Michael
Duckworth, Angela L.
Paperback
I Will Teach You to Be Rich: No Guilt. No Excuses. Just a 6-Week Program That Works (Second Edition)
Sethi, Ramit
Paperback
Here Comes the Sun: A Last Chance for the Climate and a Fresh Chance for Civilization
McKibben, Bill
Hardcover
Shoveling $H!t: A Love Story about the Entrepreneur's Messy Path to Success
Lazerow, Michael
Lazerow, Kass
Hardcover
The Goal: 40th Anniversary Edition: A Process of Ongoing Improvement
Goldratt, Eliyahu M.
Cox, Jeff
Paperback
Crucial Conversations: Tools for Talking When Stakes Are High
Grenny, Joseph
McMillan, Ron
Patterson, Kerry
Paperback
Eat That Frog!: 21 Great Ways to Stop Procrastinating and Get More Done in Less Time
Tracy, Brian
Paperback
The Daily Stoic: 366 Meditations on Wisdom, Perseverance, and the Art of Living
Holiday, Ryan
Hanselman, Stephen
Hardcover
Wealthy and Well-Known: Build Your Personal Brand and Turn Your Reputation Into Revenue
Vaden, Aj
Vaden, Rory
Hardcover
Expecting Better: Why the Conventional Pregnancy Wisdom Is Wrong--and What You Really Need to Know
Oster, Emily
Paperback
The Multiply Method: Simple Systems for Building a Solid, Sustainable Network Marketing Team
Robbins, Sarah
Hardcover
Atlas of the Heart: Mapping Meaningful Connection and the Language of Human Experience
Brown, Brené
Hardcover
What the Heck Is Eos?: A Complete Guide for Employees in Companies Running on EOS
Bouwer, Tom
Wickman, Gino
Hardcover
Life of Your Dreams: How to Take Your Family, Fun, and Financial Freedom to a Whole 'Notha Level
Pentecost, Mark
Hardcover
The Overthinker's Guide to Making Decisions: How to Make Decisions Without Losing Your Mind
Nguyen, Joseph
Hardcover
Dirtbag Billionaire: How Yvon Chouinard Built Patagonia, Made a Fortune, and Gave It All Away
Gelles, David
Hardcover
Time for a Turning Point: Setting a Course Toward Free Markets and Limited Government for Future Generations
Kirk, Charlie
Hamachek, Brent
Paperback
Effective Phrases for Performance Appraisals: A Guide to Successful Evaluations
Neal Jr, James E.
Paperback
The AI Con: How to Fight Big Tech's Hype and Create the Future We Want
Bender, Emily M.
Hanna, Alex
Hardcover
Confidence (HBR Emotional Intelligence Series)
Chamorro-Premuzic, Tomas
Review, Harvard Business
Kanter, Rosabeth Moss
Paperback
Influence and Persuasion (HBR Emotional Intelligence Series)
Cialdini, Robert B.
Review, Harvard Business
Morgan, Nick
Paperback
Never Split the Difference: Negotiating as If Your Life Depended on It
Voss, Chris
Raz, Tahl
Hardcover
Having It All: What Data Tells Us about Women's Lives and Getting the Most Out of Yours
Low, Corinne
Hardcover
A CEO for All Seasons: Mastering the Cycles of Leadership
Keller, Scott
Malhotra, Vikram
Dewar, Carolyn
Hardcover
The 5 Second Rule: Transform Your Life, Work, and Confidence with Everyday Courage
Robbins, Mel
Hardcover
Mindful Listening (HBR Emotional Intelligence Series)
Review, Harvard Business
Hougaard, Rasmus
Zenger, Jack
Paperback
Who Moved My Cheese?: An A-Mazing Way to Deal with Change in Your Work and in Your Life
Johnson, Spencer
Hardcover
Inner Excellence: Train Your Mind for Extraordinary Performance and the Best Possible Life
Murphy, Jim
Paperback
Hábitos Atómicos: Cambios Pequeños, Resultados Extraordinarios / Atomic Habits
Clear, James
Paperback
How to Work with Complicated People: Strategies for Effective Collaboration with (Nearly) Anyone
Leak, Ryan
Hardcover
The Millionaire Fastlane: Crack the Code to Wealth and Live Rich for a Lifetime!
DeMarco, M. J.
Paperback
A Guide to the Project Management Body of Knowledge and the Standard for Project Management
Project Management Institute
Paperback
The Philosopher in the Valley: Alex Karp, Palantir, and the Rise of the Surveillance State
Steinberger, Michael
Hardcover
The Energy Bus: 10 Rules to Fuel Your Life, Work, and Team with Positive Energy
Gordon, Jon
Hardcover
Power and Impact (HBR Emotional Intelligence Series)
Bregman, Peter
Review, Harvard Business
Cable, Dan
Paperback
G.O.A.T. Wisdom: How to Build a Truly Great Business--From the Founders of Beekman 1802
Ridge, Brent
Kilmer-Purcell, Josh
Hardcover
The Coaching Habit: Say Less, Ask More, and Change the Way You Lead Forever
Stanier, Michael Bungay
Paperback
Cribsheet: A Data-Driven Guide to Better, More Relaxed Parenting, from Birth to Preschool
Oster, Emily
Paperback
Happiness (HBR Emotional Intelligence Series)
Review, Harvard Business
McKee, Annie
Gilbert, Daniel
Paperback
Mindfulness (HBR Emotional Intelligence Series)
Goleman, Daniel
Review, Harvard Business
Langer, Ellen
Paperback
Fearless Pricing: Ignite Your Team, Own Your Value, and Command What You Deserve
Brown, Casey
Paperback
Hbr's 10 Must Reads on Managing Yourself, Updated and Expanded (Featuring How Will You Measure Your Life? by Clayton M. Christensen)
Review, Harvard Business
Drucker, Peter F.
Gallo, Amy
Paperback
Positive Intelligence: Why Only 20% of Teams and Individuals Achieve Their True Potential and How You Can Achieve Yours
Chamine, Shirzad
Hardcover
Empire of the Elite: Inside Condé Nast, the Media Dynasty That Reshaped America
Grynbaum, Michael M.
Hardcover
The Mom Test: How to talk to customers & learn if your business is a good idea when everyone is lying to you
Fitzpatrick, Rob
Paperback
Hbr's 10 Must Reads on High Performance, Updated and Expanded (Featuring Nine Things Successful People Do Differently by Heidi Grant)
Grant, Heidi
Goleman, Daniel
Review, Harvard Business
Paperback
All the Cool Girls Get Fired: How to Let Go of Being Let Go and Come Back on Top
Brown, Laura
O'Neill, Kristina
Hardcover
Hbr's 10 Must Reads on Leadership, Updated and Expanded (Featuring Begin with Trust by Frances X. Frei and Anne Morriss)
Edmondson, Amy C.
Ibarra, Herminia
Review, Harvard Business
Paperback
The Mushroom at the End of the World: On the Possibility of Life in Capitalist Ruins
Tsing, Anna Lowenhaupt
Paperback
Self-Made Maverick: Break Free of Conventional Business Wisdom for Lasting Success
Zahedi, Reza
Hardcover
Hbr's 10 Must Reads on Managing People, Updated and Expanded (Featuring Are You a Good Boss--Or a Great One? by Linda A. Hill and Kent Lineback)
Review, Harvard Business
Goleman, Daniel
Hill, Linda A.
Paperback
Getting to Yes: Negotiating Agreement Without Giving in
Patton, Bruce
Fisher, Roger
Ury, William
Paperback
Coming of Age: How Technology and Entrepreneurship are Changing the Face of MENA
Sweid, Noor
Hardcover
Fans First: Change The Game, Break the Rules & Create an Unforgettable Experience
Cole, Jesse
Paperback
Feedback That Works: How to Build and Deliver Your Message, Second Edition
Center for Creative Leadership
Paperback
How to Be a Rich Old Lady: Your Guide to Easy Investing, Building Wealth, and Creating the Wild, Beautiful Life You Want
Holden, Amanda
Hardcover
The Millionaire Next Door: The Surprising Secrets of America's Wealthy
Danko, William D.
Stanley, Thomas J.
Paperback
Begin With WE: 10 Principles for Building and Sustaining a Culture of Excellence
McDowell, Kyle
Paperback
The Founder's Mentality: How to Overcome the Predictable Crises of Growth
Allen, James
Zook, Chris
Hardcover
Covet the Comeback: How a Son of Greek Immigrants Found Success, Lost Everything, Then Built a Fashion Empire
Garkinos, Christos
Paperback
The Obstacle Is the Way Expanded 10th Anniversary Edition: The Timeless Art of Turning Trials Into Triumph
Holiday, Ryan
Hardcover
The Daily Laws: 366 Meditations on Power, Seduction, Mastery, Strategy, and Human Nature
Greene, Robert
Paperback
Scaling Up: How a Few Companies Make It...and Why the Rest Don't (Rockefeller Habits 2.0)
Harnish, Verne
Paperback
From Drift to Drive: A High Achievers Guide to Breaking the Chains of Complacency
Robinson, Chris
Hardcover
The Technological Republic: Hard Power, Soft Belief, and the Future of the West
Zamiska, Nicholas W.
Karp, Alexander C.
Hardcover
The 6 Types of Working Genius: A Better Way to Understand Your Gifts, Your Frustrations, and Your Team
Lencioni, Patrick M.
Hardcover
Playful: How Play Shifts Our Thinking, Inspires Connection, and Sparks Creativity
Holman, Cas
Hardcover
Covet the Comeback: How a Son of Greek Immigrants Found Success, Lost Everything, Then Built a Fashion Empire
Garkinos, Christos
Hardcover
The Experimentation Machine: Finding Product-Market Fit in the Age of AI
Bussgang, Jeffrey J.
Hardcover
Rocket Dreams: Musk, Bezos, and the Inside Story of the New, Trillion-Dollar Space Race
Davenport, Christian
Hardcover
7 Rules of Power: Surprising--But True--Advice on How to Get Things Done and Advance Your Career
Pfeffer, Jeffrey
Paperback
Software as a Science: Unlock Limitless Recurring Revenue Without Losing Control
Page, Johnny
Verlaque, Matt
Martell, Dan
Hardcover
Smart Brevity: The Power of Saying More with Less (Revised and Updated)
Vandehei, Jim
Allen, Mike
Schwartz, Roy
Hardcover
The Asshole Survival Guide: How to Deal with People Who Treat You Like Dirt
Sutton, Robert I.
Paperback
The Emotionally Intelligent Team: Building Collaborative Groups That Outperform the Rest
Druskat, Vanessa Urch
Hardcover