Monday, June 9, 2014

Hooked On Customers

Listen – Think – Empower – Create – Delight.  There ya go, the 5 key organizational habits of customer-centric companies.  Some of you will say, “got it” . . . and fail.  Others will become curious and read Robert Thompson’s new book, HookedOn Customers: The Five Habits of Legendary Customer-Centric Companies . . . and succeed.  Bob gives us an abundance of research, interviews, and examples to help you outline your path to customer-centric success.

Contrary to what it should be, customer service is quite often just a department in many organizations.  It’s handled in one area by a few employees.  Customer-centric organizations, on the other hand, embrace the customer throughout the organization.  Bob takes a look at how various organizations do it right . . . and wrong – Home Depot, Apple, Best Western, JC Penny, Ryanair, Wells Fargo, Zappos (you’ll have to read the book to find out who’s good or not).

So many organizations focus too much just on the “hello’s” and “thank you’s”.  Those are all great – and needed, but Bob sums it up well when he says, “driving consumer loyalty is not as simple as providing great service.  Providing “the right stuff” at a fair price is still critical”.  What’s also critical are employee efforts in creating a desirable brand.  Keep in mind that your employees ARE part of your brand.

There’s no “best method” for driving loyalty but along with his years of research, Bob provides some very important questions to ask in order to know what to measure in your own research and development.

Bob Thompson is founder and CEO of research and publishing firm CustomerThink Corporation and editor-in-chief of, the world’s largest online community dedicated to helping business leaders develop and execute customer-centric business strategies. An author, keynote speaker and international authority on business management trends, he has been a thought leader in customer-centricity since 1998. Bob’s new book, Hooked on Customers, is now available on Amazon. Follow Bob on Twitter: @Bob_Thompson, and connect with him on LinkedIn.

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