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.
Highlights of my interview with Steve:
About Steve (taken from his Squaretrade bio)
Earning awards and global recognition from the World Economic Forum, the United Nations, and the Federal Trade Commission as a technology pioneer, Steve has guided the development of SquareTrade into the top-rated protection plan by consumers and a trusted service offered by top retailers in the U.S. and UK. Prior to co-founding SquareTrade in 1999, Steve was a management consultant at McKinsey & Co. Steve earned his M.B.A. from Harvard Business School and a B.S. in Architectural Engineering from California Polytechnic University in San Luis Obispo.