Robert G. Thompson > Quotes

“To paraphrase Einstein, insanity is expecting employees to do one thing while rewarding them for doing something else.”
― Robert G. Thompson, Hooked on Customers: The Five Habits of Legendary Customer-Centric Companies

“Most companies that win don't have a unique strategy; quite the opposite, they are doing what everyone else is doing but have figured out how to execute better.”
― Robert G. Thompson, Hooked on Customers: The Five Habits of Legendary Customer-Centric Companies

“The simple truth is that technology is still a poor substitute for human interaction.”
― Robert G. Thompson, Hooked on Customers: The Five Habits of Legendary Customer-Centric Companies

“Customer-centricity should be about delivering value for customers that will eventually create value for the company.”
― Robert G. Thompson, Hooked on Customers: The Five Habits of Legendary Customer-Centric Companies

“Realize that employees and the customers both have to be engaged, at the same time, to move your business forward for sustainable success.”
― Robert G. Thompson, Hooked on Customers: The Five Habits of Legendary Customer-Centric Companies

“If you give customers a chance, they’ll communicate with you in many ways.”
― Robert G. Thompson, Hooked on Customers: The Five Habits of Legendary Customer-Centric Companies

“Customers are speaking to you implicitly via their behavior, captured in the footprints they leave behind in your systems.”
― Robert G. Thompson, Hooked on Customers: The Five Habits of Legendary Customer-Centric Companies