Robert G. Thompson - Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies

Hooked On Customers
Copyright 2014 Robert G. Thompson. All rights reserved

Published by CustomerThink Corp.
www.customerthink.com

Without limiting the rights under copyright reserved above, no part of this publication may be reproduced, stored in or introduced into a database and retrieval system or transmitted in any form or any means (electronic, mechanical, photocopying, recording or otherwise) without the prior written permission of both the owner of copyright and the above publishers. Requests for permission should be directed to .

ISBN: 1478271515
ISBN 9781478271512

Praise for Hooked On Customers

Bob Thompson draws on decades of his experience and research, as well as the insights of thought leaders in the field of customer-driven business strategy, to distill timeless principles for winning the minds and hearts of buyersand growing profits. The book is full of data, examples, and case studies spotlighting innovative practices that you can use immediately.

William Band, vice-president and principal analyst for Forrester Research, Inc.

Hooked on Customers is a remarkable book, inspired by genius! Bob Thompson has packed powerful prose backed by solid research in a book that reads like a novel, not a textbook. Chock-full of solid advice illustrated by poignant examples, he has put his pen on the pulse of how great leaders create, nurture, and sustain organizations renowned for growth-producing customer-centric practices. If you care about your customers, dont miss this great book.

Chip R. Bell, author of The 9 Principles of Innovative Service

Bob Thompson has written an outstanding guide for those people and organizations truly committed to being customer-centric and creating great customer experiences. It is the most comprehensive study Ive seen, packed with stories, data, and pragmatic advice to help you build and execute your strategy to be a customer-centric business. Thompson has filled his book with examples and data to help you better understand what best in class organizations do and the results that can be produced. Dont just read it, use it as a working guide to help you develop and execute your plan to create a business that focuses on its customers and drives great customer loyalty.

Dave Brock, founder of Partners In EXCELLENCE

Once you decide that a customer-centric culture is the only path to sustainable differentiation in your business, you need this book to outline your path forward. Bob Thompson is the go-to guy on customer strategies. His common sense and practical ideas will leave you wishing you had had this book years ago.

Greg Gianforte, founder of RightNow, coauthor of Attack of the Customers

Very few people have Bob Thompsons vast experience and understanding of the tools and strategies for customer-centric business, combined with an instinct for business success. Together, the knowledge creates an outstanding resource. In this book, Thompson generously shares his most practical and useful advice to inspire customer-centric leaders to emerge and energetically drive success for their businesses.

Pat Gibbons, senior vice-president of marketing for Walker

When it comes to customer-based business strategies, Bob Thompson is one of the deepest thinkers I know. He ceaselessly looks for new insights, for proven strategies, for missing answers, and for new ways to learn. In this book, Thompson has crammed two decades of experience to tell you precisely what to never do and then explains what you should always do. Its a true gem.

Bruce Kasanoff, founder of Now Possible, coauthor of Smart Customers, Stupid Companies

This is a must-read for practitioners and anyone involved in managing and capturing the voice of the customer. Bob Thompson puts the issues and challenges in context, then rightfully acknowledges and pushes beyond the subject of strategy with a relentless focus on execution and implementation. Honing in on the practical hows and whats, this is a book about doing. After this, Thompson may have to change the name of his company from CustomerThink to CustomerAction.

Howard Lax, senior vice-president for GfK Custom Research North America

Three words describe Bob Thompsons approach to customer-first business: sound, sound, sound. Throughout all the years Ive known him, he has never gone for the latest sound bite or slogan. Everything Thompson says and writes is thoughtful and well considered. Plus, I know no one more knowledgeable in this field. Hes a trusty guide and writes well to boot!

Dick Lee, founder of High-Yield Methods, author of The Customer Relationship Survival Guide

Comprehensive and concise! After reading the book, I have a feeling that Id grasped the most important elements out of the topics of CRM and CEM. Thompson wrote it in a way that its so easy to read, understand, and remember, integrating human factors and technologies. Food for thought will stimulate readers to think of their own situations.

Sampson Lee, founder of Global CEM Organization

Hooked on Customers reveals the secret to running a customer-centric business. Its not what you say but rather what you do. Great companies forge a culture of doing that engrains five habits: listen, think, empower, create, and delight. Bob Thompson pulls back the curtain, showing how each of these behaviors interrelates to create the overall customer experience. The book is a must-read for any leader who wants to win the hearts of their employees and customers.

Stan Phelps, founder of 9 Inch Marketing, author of Whats Your Purple Goldfish?

When Ive read definitions of customer-centricity, theyve been across the map, from Its a culture to Its a process to Its really a way of thinking. Although these perspectives are helpful, the range of opinion points to a challenge: making customer-centricity pragmatic in a business strategy is about as easy as picking up a raw egg with a fork. Hooked on Customers offers excellent thought on this challenging topic and provides useful definitions and real-world examples in an organized, easy-to-follow outline. Most important, Bob Thompsons book asks and answers some vexing questions about customer-centricity, absent the clich hype that we often see written on the topic.

Andrew Rudin, managing principal for Outside Technologies, Inc.

Bob Thompson has been at the epicenter of the customer movement for over ten years. He has his finger on the pulse of the latest trends and is connected with many of the leading authors around the world. No wonder then his new book is a treasure trove of insights, references, and tips. His five-step model is deceptively simple but contains a great deal of best practice gleaned over the years. If you are in any way interested in customer-centricity, this will be a welcome addition to your bookshelf.

Shaun Smith, coauthor of Bold: How to Be Brave in Business and Win

Hooked on Customers can be found at the crossroads of the customer is always right and data-driven business. It is decidedly not a flag-waving cheerleader for some new buzzword management practice but a sound review of the latest case studies and technical advances to help you understand the value of creating a better customer experience as a path to profitability. This is the book that can help you change your corporate culture to the delight of your customers.

Jim Sterne, founder of Target Marketing of Santa Barbara, author of Social Media Metrics

Bob Thompson asks questions that make you think, but also, that make you want to act