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HOOKED on CUSTOMERS
Hooked on Customers is a fun, insightful guide to transforming customer service from forgettable to fan-worthy using the HOOK framework—Honed, Open, Observant, and Kinetic. Through a mix of pop culture references (like Superstore), engaging storytelling, and practical strategies, this book helps businesses understand why loyalty is so elusive and how to fix it.
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About the Author
John H. James leads the award winning Marketing Agency MODE Communications based in Midland, Texas. He received his Bachelor of Business Administration from St. Mary’s University and earned his Master of Public Administration from Texas A&M. John’s professional career began in city government in Bryan, Texas. He then moved to Midland in 1995 to join TOMCAT USA, Inc. as the company’s Vice President and General Manager and ultimately as its CEO where he helped grow the company into a multinational manufacturing company.
The HOOK Toolkit
28 Days, 28 Ways
"What If" Playbook
"What If" Playbook
They say it takes 21 days to form a habit—but let’s be real, most of us need a full 28. If you’ve ever tried a fitness challenge, a social media detox, or even just keeping a houseplant alive, you know that consistency over time is key to success. Customer service is no different. That’s why we’ve created this 28 Days, 28 Ways framework:
They say it takes 21 days to form a habit—but let’s be real, most of us need a full 28. If you’ve ever tried a fitness challenge, a social media detox, or even just keeping a houseplant alive, you know that consistency over time is key to success. Customer service is no different. That’s why we’ve created this 28 Days, 28 Ways framework: a daily action plan that helps you build momentum, reinforce positive habits, and gradually transform your customer experience.
"What If" Playbook
"What If" Playbook
"What If" Playbook
The “What If" Playbook is your toolkit for equipping your team to tackle any customer service scenario with confidence and creativity. It’s a living document designed to help your team respond effectively to challenges, surprises, and opportunities in real-time. Think of it as your customer service Swiss Army knife—compact, versatile, and
The “What If" Playbook is your toolkit for equipping your team to tackle any customer service scenario with confidence and creativity. It’s a living document designed to help your team respond effectively to challenges, surprises, and opportunities in real-time. Think of it as your customer service Swiss Army knife—compact, versatile, and indispensable. It’s a toolkit, a pep talk, and a game plan all rolled into one.
Loyalty Roadmap
"What If" Playbook
Loyalty Roadmap
Consider the HOOK Loyalty Road Map is your business’s GPS—guiding you step by step toward building a fan base of customers who keep coming back, rave about you to their friends, and make your business the one they can’t live without.
To get started, download our easy to use HOOK Loyalty Road Map Worksheet.
Marketing on a Budget!
Great marketing doesn’t have to break the bank—you just need the right hacks to make it happen. With this tip sheet, you’ll learn how to turn small investments into big results. It’s time to market smarter, not harder.