Bob Thompson’s New Book “Hooked On Customers” Reveals Secrets of Leading Customer-Centric Companies


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Based on 15 years of research, customer-centric thought leader finds five organizational “habits” differentiate top-performing firms

CORONADO, CA (June 9, 2014) — Customer-centricity is an elusive concept, difficult to define and even more difficult for some companies to comprehend and deliver. However, customers know and appreciate it when they see it, and they reward customer-centric companies with their loyalty.

In Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies, CustomerThink Corp. founder/CEO and author Bob Thompson reveals the critical behaviors of the most successful customer-centric companies: Listen, Think, Empower, Create, and Delight.

Taking a fresh look at customer-centric business management, Thompson’s work explores the organizational behaviors that enable any company to execute its business strategy more effectively. 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 coming months, Mr. Thompson will be speaking at conferences and seminars worldwide to share his insights. A recent appearance at a customer experience executive conference in Boston was hailed as “entertaining and informative.” Customer reviews of Hooked On Customers on have been outstanding:
• “a well-researched, well-written book that should be required reading for entrepreneurs and CEOs”
• “a clear, well-organized presentation of the latest, most informed thinking on Customer-Centric business practice”
• “a balanced perspective of both consumer needs for products/services” and “enterprise needs to operate profitably in a competitive environment”

Industry experts also laud Hooked on Customers for its unique perspective, readability, and research. William Band, former VP and Principal Analyst at Forrester Research, says “The book is full of data, examples, and case studies spotlighting innovative practices that you can use immediately.” Customer service thought leader and best-selling author Chip R. Bell says “Thompson has put his pen on the pulse of how great leaders create, nurture, and sustain organizations renowned for growth-producing customer-centric practices.”

To celebrate the launch of Hooked On Customers, Thompson has provided readers with a sample chapter, available at The book can be purchased at via

Thompson’s book is a result of fifteen years of research, much of which was facilitated by his online community at Dedicated to helping business leaders develop and execute customer-centric business strategies, the site is the largest of its kind in the world, serving one million visitors each year.

About Bob Thompson
Bob Thompson is founder and CEO of research and publishing firm CustomerThink Corporation and editor-in-chief of, the world’s largest online community dedicated to helping business leaders develop and execute customer-centric business strategies. An author, keynote speaker and international authority on business management trends, he has been a thought leader in customer-centricity since 1998. His new book
Hooked on Customers reveals the five habits of leading customer-centric firms. For more information about Mr. Thompson’s speaking, research and other services please visit

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