Tag: CustomerThink

Podcast

PBTO4: Getting Hooked On Customers With Bob Thompson

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Welcome to episode number 4 of “Pushing Beyond the Obvious”. In this episode, we have with us Bob Thompson, CEO & editor of www.customerThink.com, the biggest online community about customers and customer centricity. Bob has recently released his book #HookedOnCustomers. We shall talk to him today about what does customer centricity mean and everything that goes along with it. We talk about The fact that most customer centric organizations are such, because their operational fabric is such that they do listen to their customers and act upon it and this is not part of a special program or a project. […]

Strategy

Guest Post: How Amazon Wins: Low Prices Don’t Require Bad Customer Experiences

In 2005 CustomerThink gave Amazon.com a customer-centric leadership award. In an acceptance letter, Craig Berman, Amazon’s director of platform and technology communications, said: It is simply in our DNA to approach our business by starting with the customer and working backward, and for the past ten years we have stayed laser-focused on this core principle. In the following years, Amazon.com has shown that customer-centricity is more than a slogan. The company keeps innovating to serve existing customers by expanding what it sells and how consumers access its content (e.g., Kindle). But it has also been a pioneer into new markets […]