John Marvin on How to Learn the Voice of the Customer
Description
🎙️ EPISODE DESCRIPTION
Find Your Leadership Confidence Podcast
Guest: John D. Marvin
Theme: How to Learn the Voice of the Customer
Host: Vicki Noethling
In today’s competitive world, understanding the voice of the customer isn’t just important—it’s essential for lasting success. In this episode, host Vicki Noethling sits down with John D. Marvin, President and CEO of Texas State Optical (TSO), to explore what it truly means to listen, adapt, and lead with the customer at the heart of every decision.
John has been with TSO since 1992 and has served as its President and CEO since 2001. Under his leadership, TSO transformed from a traditional franchise into a member-owned cooperative of 127 independent optometry practices across Texas. This shift redefined the company’s culture and empowered its members to better serve patients through collaboration, innovation, and shared values.
With more than 37 years of experience in marketing strategy, brand management, and marketing research, John shares invaluable insights into how customer feedback shapes brand identity and drives business growth. He discusses how TSO continues to evolve with changing customer expectations and highlights key strategies leaders can use to create meaningful, customer-centered brands.
Whether you lead a small business or a large organization, this conversation will help you better understand your customers, strengthen loyalty, and turn feedback into opportunity.
Connect With Our Guest
The post John Marvin on How to Learn the Voice of the Customer first appeared on The Find Your Leadership Confidence Podcast with Victoria Noethling.
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