Episode #667 Bob Thompson: Hooked On Customers

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Moe and Bob discuss the five habits of legendary customer-centric companies.


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Bob Thompson

CEO of CustomerThink Corporation View Full Profile

Hooked on Customers

Having spent nearly 24 years in the insurance industry, I’ve come to appreciate and distinguish what remarkable companies do, and this week gave me a glimpse of such a company.   After my car was damaged in a parking lot by an unidentified source, I contemplated paying out-of-pocket for the damages, but when my first estimate exceeded $4,000, I had no choice but to report the claim to Fireman’s Fund.  Despite a four month lag between the incident and my call, I was awed at the level of diligence, urgency and genuine care that I received.  

Within 24 hours, they had accepted my estimate and approved the charges, contacted Enterprise to arrange for a rental car, and assigned a ‘care’ specialist, Alexa to be my direct contact.  She not only made an otherwise annoying experience painless; more importantly, she reinforced to me why I willingly pay a premium for their coverage.  In his new book - Hooked On Customers:  The Five Habits of Legendary Customer-Centric Companies - Robert Thompson starts by distinguishing what such companies listen for.