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