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Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies

Basically what I found is that the best businesses have this kind of collaboration of man and machine. They have very good decision making skills as business leaders but they use technology effectively to help them. So making these decisions sounds so straightforward but actually very few companies do it really well. Habit three is empowerment. Habit four is Create. The reason I prefer it is because innovate, just like customer centricity is one of those terms that everybody claims they do and very few companies actually do a very good job of it.

So I put that under the Create umbrella. Number five is Delight.

This is probably the most controversial of the five habits. I disagree with that. Learning how to put words and ideas into action can be a key to success in the business world. Hooked on Customers is not about finding the right words, whether labeled as a "strategy" or not.

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Quality service, not low prices, creates loyalty

It is an insightful, highly informative book that propels businesses into action. It explores successful customer-centric businesses, examines the ways they execute their strategies, and provides practical recommendations for business leaders to more effectively outperform their competition. A must-have for any business leader who wants to have a healthy relationship with customers, this book avoids the pitfalls that often plague others that offer business advice.


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Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer-centricity, author Robert Thompson has identified the five routine organizational habits successful customer-centric businesses use when executing strategy. Customer-centricity takes time, determination, and company-wide commitment. This week I hosted a delightful dinner meeting in Coronado to celebrate the release of my new book Hooked On Customers.

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I recently participated in a group discussion organized by NICE on trends and best practices in employee engagement and how it relates to the customer experience. Joining me were Aphrodite Brinsmead — senior analyst at Ovum specializing in contact center markets and technologies, and customer experience trends and Shep Hyken — customer service and loyalty […]. Email distribution, accounting, even our community web site is hosted on virtual servers these days.

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I really have no idea what the physical infrastructure looks like. By Bob Thompson on July 28, in!