Harvey Koeppel

Do All Your Departments View Your Customers the Same Way?

Harvey Koeppel -
How does your business define a "customer"? Until you get your definition right, your attempts at enhancing the customer experience will fall flat. Consider this. The typical financial services company looks at a "customer" from the salesperson's point of view, and who could possibly...

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Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies

Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.

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