10 Ways to Become a Customer Obsessed Bank

About this episode

The episode discusses how banks can become more customer-obsessed and the practices they need to adopt to improve customer loyalty.

Most banks say they're customer-centric, but very few are customer-obsessed. And that gap shows up directly in the numbers: obsessed customers are 88% likely to repurchase, and 42% have already recommended the company 5 or more times in the past year. Marbue Brown led customer experience at JPMorgan Chase's Consumer Bank, built Amazon's AI-driven CX operation, and has done the same at Microsoft and Cisco. His book, Blueprint for Customer Obsession, lays out nine practices across three pillars that define what the best companies actually do differently. Today, we discuss the practices where banks keep falling short, and what financial institutions of all sizes can do TODAY to elevate their customer obsession scores.

People in this episode

Guest: Marbue Brown

Topics covered

• customer obsession
• banking
• customer experience
• financial institutions

Keywords

• customer-centric
• repurchase
• recommendations
• customer experience
• JPMorgan Chase
• Amazon
• Microsoft
• Cisco

Mentioned in this episode

Products: Blueprint for Customer Obsession

Books & works: Blueprint for Customer Obsession

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