When your customer doesn’t get their retirement check on time, “oops” doesn’t cut it. In this episode, Gary Marra, a financial services veteran and host of Your Customer, Your Success, joins Alyssa Nolte to unpack what it really takes to build trust in high-stakes, high-compliance industries.

They explore why “no surprises” is more than a nice-to-have...it’s a core operating principle that separates trusted advisors from transactional vendors. From the myth of the perfect KPI to the power of early transparency, this conversation goes deep on how to create experiences your customers (and employees) can actually count on.

If you're leading revenue, customer success, or CX strategy, this episode will challenge the way you measure success and show you how to build the kind of trust that pays off long-term.

About Gary Marra:

Gary Marra is a Client Experience Manager and Customer Success Consultant with over 25 years of experience in investment servicing, client relationship management, and process optimization. He specializes in helping organizations build trust, enhance satisfaction, and deliver sustainable growth by placing customers at the center of their strategy.

As the host of the Your Customer, Your Success podcast, Gary cuts through the fluff to deliver practical insights on CX, customer success, and employee experience. His no-nonsense approach blends decades of real-world experience with a deep understanding of cross-functional collaboration, change management, and Voice of Customer strategy.

From Fortune 500s to fast-scaling startups, Gary partners with companies to solve complex service challenges, align internal teams, and build the kind of trust that drives long-term retention and brand loyalty.

Key Moments:

00:00 Introduction and Guest Welcome
00:09 Gary's Origin Story
00:52 Understanding Pension and Asset Management
01:17 The Importance of Client Relationships
02:14 Challenges in Asset Servicing
08:13 Government and Customer Experience
10:50 Gary's Podcast Journey
14:39 The ROI of Customer Experience
15:34 Authenticity in Customer Interactions
17:24 The Importance of Legal and Compliance
20:12 No Surprises Policy
27:03 Managing Metrics and KPIs
29:17 Recognizing Industry Leaders
31:19 Where to Find More Content

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