0
Powered by
insights from Bob Thompson
This presentation consists of highlights
from the interview with Moe Abdou,
founder & host of 33voices®.
Bob Thompson
Bob Thompson is an international authority on
customer-centric business management who
has researched and sha...
1
Above all, your customer wants to be appreciated,
deal with empowered employees
and get the best quality product.
2
Keep these 5 disciplines integrated
when building your customer strategy:
2
Keep these 5 disciplines integrated
when building your customer strategy:
Listen
2
Keep these 5 disciplines integrated
when building your customer strategy:
Think and make smart decisions
2
Keep these 5 disciplines integrated
when building your customer strategy:
Empower your team
2
Keep these 5 disciplines integrated
when building your customer strategy:
Produce new value
2
Keep these 5 disciplines integrated
when building your customer strategy:
Delight and be remarkable
3
Don’t be fooled by the simplicity of automation.
The more you automate,
the less your customer will like it.
4
Not all feedback is equal.
If you don’t understand
what market you’re trying to serve,
you’ll get lost in the feedback.
...
5
To THINK is to analyze.
admired companies make it a priority
to crystalize the right problem to analyze.
5
To THINK is to analyze.
admired companies make it a priority
to crystalize the right problem to analyze.
6
Your associates have to be able to make decisions
with real consequences.
Empower them.
7
To stay relevant,make it a priority to go beyond what your customer expects.
always Produce new, better and different va...
8
You can’t program every experience.
To DELIGHT your customer,
personalize every interaction and make it memorable.
9
Never think of your customer as a lead,
a deal, or an incident - she’s a human being.
Approach it with dignity.
10
You - The CEO - set the tone for a customer centric organization.
Start by organizing all behaviors around the customer...
Is your customer always right?
REALLY REFLECT...
Connect WITH US!
Tell us what you think
Chase@33voices.com
Upcoming SlideShare
Loading in...5
×

10 Insights from Hooked On Customers | Bob Thompson, CEO of CustomerThink

1,253

Published on

Tune in at 33voic.es/in6ia99

Bob Thompson is an international authority on customer-centric business management who has researched and shaped leading industry trends since 1998. He is founder and CEO of CustomerThink Corporation, an independent research and publishing firm, and founder and editor-in-chief of CustomerThink.com, the world's largest online community dedicated to helping business leaders develop and implement 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. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Thompson is also co-author of The Blueprint to CRM Success and author of the groundbreaking report "Customer Experience Management: A Winning Business Strategy for a Flat World."

Published in: Leadership & Management
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
1,253
On Slideshare
0
From Embeds
0
Number of Embeds
6
Actions
Shares
0
Downloads
17
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Transcript of "10 Insights from Hooked On Customers | Bob Thompson, CEO of CustomerThink"

  1. 1. Powered by insights from Bob Thompson
  2. 2. This presentation consists of highlights from the interview with Moe Abdou, founder & host of 33voices®.
  3. 3. Bob Thompson Bob Thompson is an international authority on customer-centric business management who has researched and shaped leading industry trends since 1998. He is founder and CEO of CustomerThink Corporation, an independent research and publishing firm, and founder and editor-in-chief of CustomerThink.com, the world’s largest online community dedicated to helping business leaders develop and imple- ment customer-centric business strategies. An author, keynote speaker and international authority on business management trends, he has been a thought leader in customer-cen- tricity since 1998. @Bob_Thompson
  4. 4. 1 Above all, your customer wants to be appreciated, deal with empowered employees and get the best quality product.
  5. 5. 2 Keep these 5 disciplines integrated when building your customer strategy:
  6. 6. 2 Keep these 5 disciplines integrated when building your customer strategy: Listen
  7. 7. 2 Keep these 5 disciplines integrated when building your customer strategy: Think and make smart decisions
  8. 8. 2 Keep these 5 disciplines integrated when building your customer strategy: Empower your team
  9. 9. 2 Keep these 5 disciplines integrated when building your customer strategy: Produce new value
  10. 10. 2 Keep these 5 disciplines integrated when building your customer strategy: Delight and be remarkable
  11. 11. 3 Don’t be fooled by the simplicity of automation. The more you automate, the less your customer will like it.
  12. 12. 4 Not all feedback is equal. If you don’t understand what market you’re trying to serve, you’ll get lost in the feedback. Listen,but don’t react to everything.
  13. 13. 5 To THINK is to analyze. admired companies make it a priority to crystalize the right problem to analyze.
  14. 14. 5 To THINK is to analyze. admired companies make it a priority to crystalize the right problem to analyze.
  15. 15. 6 Your associates have to be able to make decisions with real consequences. Empower them.
  16. 16. 7 To stay relevant,make it a priority to go beyond what your customer expects. always Produce new, better and different value.
  17. 17. 8 You can’t program every experience. To DELIGHT your customer, personalize every interaction and make it memorable.
  18. 18. 9 Never think of your customer as a lead, a deal, or an incident - she’s a human being. Approach it with dignity.
  19. 19. 10 You - The CEO - set the tone for a customer centric organization. Start by organizing all behaviors around the customer, and reward those who do it best.
  20. 20. Is your customer always right? REALLY REFLECT...
  21. 21. Connect WITH US! Tell us what you think Chase@33voices.com
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×