"Talk is cheap." A cliché, perhaps, but the idea that what we do is more important than what we say is a fundamental truth. It applies in our personal lives and can extend into our professional work, too. Learning to let your actions do the talking can be revolutionary to a company that struggles to create enduring customer relationships. People who own operate, manage, or otherwise lead a company are always looking for ways to improve productivity, beat the competition, and ensure long-term success. 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. 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. Frequently, company leaders turn to consultants and other resources to recommend strategies that sound great but ultimately don’t have any real meaning because they are a series of words without a tie to actions. 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. Legendary leading customer-centric businesses: LISTEN to their customers’ values and feedback. - THINK about the implications of fact-based decisions on customers - EMPOWER employees with the freedom they need to please customers - CREATE new value for customers, without being asked - DELIGHT customers by exceeding their expectations Crucial to Thompson’s discussion of these habits is the premise that there are no quick fixes. Customer-centricity takes time, determination, and company-wide commitment. It must be maintained and constantly pursued to ensure that it becomes part of the fabric of a business. In the end, the results are well worth it. Hooked on Customers helps leaders understand, adopt, and implement the five crucial habits that enable companies to not only survive in highly competitive, overcrowded markets but to dominate them, creating a legacy of success and inspiration along the way. " Hooked on Customers is a remarkable book, inspired by genius!" -- Chip R. Bell , author of The 9 ½ Principles of Innovative Service " Hooked on Customers 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 What's Your Purple Goldfish? "Bob Thompson's book asks and answers some vexing questions about customer-centricity, absent the cliché hype that we often see written on the topic." -- Andrew Rudin , managing principal for Outside Technologies, Inc. "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. "An outstanding guide for those people and organizations truly committed to being customer-centric and creating great customer experiences." -- Dave Brock , founder of Partners In EXCELLENCE "Bob Thompson's 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 "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 "A true gem." -- Bruce Kasanoff , founder of Now Possible, coauthor of Smart Customers, Stupid Companies "A must-read for practitioners and anyone involved in managing and capturing the voice of the customer." -- Howard Lax , senior vice-president for GfK Custom Research North America "Three words describe Bob Thompson's approach to customer-first business: sound, sound, sound." -- Dick Lee , founder of High-Yield Methods, author of The Customer Relationship Survival Guide "Comprehensive and concise!" -- Sampson Lee , founder of Global CEM Organization "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 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 "In Hooked on Customers , each ch