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John Walter

The Customer Obsession Advantage

Founder

Chase

Managing Director, Head Of Customer Experience - Consumer Banking & Wealth Management

Amazon

Global Lead Customer Experience Andon Cord

Microsoft

*Led the team that captures feedback for over 20 million technical support transactions and over 60k professional services engagements annually

*Directed a robust portfolio of analytics projects to extract insights and drive business impact from feedback

*Managed development and maintenance for the cutting edge toolset that enables customer feedback operations

Customer Experience Measurement - Sr. Director

* Developed and launched the Quality & Business Excellence NSAT Improvement Approach, enabling MS business leaders to connect the dots from customer feedback to business processes

* Led / Mentored multiple initiatives to improve key business processes, including 
     >> Reduced accounts receivable DSO (Days Sales Outstanding) by five days for Advertiser & Publisher Solutions 
    >> Reduced participant-facing survey execution errors for the Global Relationship Study by 99.97%

* Evolved the QBE Community into a collaborative social network for business excellence professionals with 2000+ participants

Sr. Quality Engineer (Director) / Sr. Director of Quality

Executed a multi-faceted strategy to drive customer focused cultural change in MSN, including 1) Evangelism of customer focus benefits and best practices through workshops and publications, 2) Delivery of expert consulting regarding customer focused continuous improvement, 3) Development and socialization of a framework for customer focused awards, and 4) Mobilization of MSN/Windows Live employees to formalize customer focus improvement goals in their annual commitments

Director, Outside-In Culture

Cisco Systems

* Productized Cisco à la carte professional services for deployment and optimization of advanced networking solutions

* Services marketing lead for Cisco Advisory Services, Cisco Advanced Services Transactional/Onsite offers, Professional Services, and the Global Center of Expertise Initiatives undertaken for these groups include development of marketing programs, marketing communications, strategic plans, competitive analyses and tools to effectively position their services with Cisco sales teams and with customers

* Originator of an innovative services configuration tool, which was a key component of Cisco’s award winning Solution Selling program for services

Sr. Manager

Telcordia Technologies

* Co-chaired merger integration teams following Telcordia’s (formerly Bellcore) sale to SAIC
* Defined joint e-Business strategy for Telcordia and SAIC
* Developed a pipeline of joint e-Business opportunities for Telcordia and SAIC
* Directed development and delivery of readiness training for joint selling

Director - Solutions Marketing

* Direct report to Marketing VP and member of the Marketing Senior Leadership Team
* Managed $33M budget to achieve organizational and budget performance goals
* Drove successful organizational performance around all VP scorecard metrics
* Designed and implemented organizational structure for 100+ person team through two major transitions
* Directed corporate customer satisfaction program
* Market insights and analysis SME for corporate officers. Key focus areas included
  >> Final stages of due diligence to close the sale of the Company to SAIC
  >> Annual operating plan presented to the Board
  >> Strategic sales proposals
  >> Pivotal new business opportunities

Director of Operations - Corporate Marketing

* Developed and implemented B2B and B2C customer satisfaction and customer loyalty programs for Fortune 100 communications companies
* Managed relationship and engagements with Bell Atlantic and NYNEX
* Operationalized innovations in customer satisfaction / customer loyalty measurement
* Published ground-breaking articles on customer satisfaction measurement
* Advised Federal agencies best practices for measuring customer satisfaction
* Chaired annual Measurements Research Conference and Measurements Operations Conference for service quality leaders and SMEs at the “Baby Bells”

•	Member of Technical Staff/Senior Consultant - Measurements Consulting

Marbue Brown is founder of The Customer Obsession Advantage, an organization dedicated to helping companies achieve transcendent 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.  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 triggered to system to a primarily automated system triggered by machine learning and statistical models.  The Andon Cord is one of Amazon.com’s most significant mechanisms it uses to personify its Customer Obsession culture.  Marbue devised and codified the NSAT Improvement Approach at Microsoft, which was widely used by business units to dramatically improve CX as well as international subsidiaries who won nationwide awards in the process.  He co-authored seminal 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.

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