There’s a good interview on YouTube in which Bob Thompson talks about the habits that define the culture of a company. In order to have a customer-centric company, Bob asserts, your executives need to master and practice these five habits. Ronni Marshak summarizes the main points in the interview (and in Bob’s upcoming book, The Five Habits of Customer-Centric Business Leaders), and amplifies many of these points based on our experience working with execs in organizations who are practicing many of these habits.

Exploring the Five Customer-Centric Habits
Necessary Qualities for Executives and Organizations
By Ronni T. Marshak, EVP & Sr. Consultant/Analyst, Patricia Seybold Group, May 16, 2013

What are the habits that successful customer-centric executives share? Rob Thompson of CustomerThink has identified 5: Listen, Think, Empower, Create, and Deliver. We agree, and we add our Customers.com perspective on each of these important habits that should become part of every organization’s DNA.

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