10 Ways to Become a Customer Obsessed Bank

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.

You can listen to 10 Ways to Become a Customer Obsessed Bank online on Radio and Podcast. Open the player on this page to stream the available audio.

10 Ways to Become a Customer Obsessed Bank is an episode from Banking Transformed with Jim Marous by Jim Marous.

This episode is 51:36 long.

This episode was published on Mar 24, 2026.

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