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insights from Bob Thompson

This presentation consists of highlights from the interview with Moe Abdou,

founder & host of 33voices®.

Bob ThompsonBob 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

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.

Listen, but don’t react to everything.

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 value.

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,

and reward those who do it best.

Is your customer always right?

REALLY REFLECT...

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