Customer loyalty is becoming a collective experience - Interview with Steve Abernethy of SquareTrade

Today’s interview is with Steve Abernethy, Executive Chairman andCo-founder of SquareTrade, the leading extended warranty service provider for consumer electronics and appliances. Steve joins me today to talk about SquareTrade, why they have made their company's focus customer happiness, how they’ve made a traditionally ‘uncool’ sector cool and how customer loyalty is changing. This interview follows on from my recent interview: Customer insight, big data and the bigger skills gap – Interview with Vivek Jetley of EXL – and is number one-hundred and eleven in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.