By Bill Self on September 1, 2010
Educate task-oriented employees by demonstrating what a customer-centered culture would do. Then, measure the progress of the organization in galvanizing these new customer behaviors.
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Posted in Leading Change | Tagged Creative Ideas, Customer Care, Customer Culture, Organizational Culture
By Bill Self on August 25, 2010
When the core value of an organization rests on what is best for the customer, a culture is created in which employees are part of a group that has “clicked” by being customer-centered.
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Posted in Organizational Purpose | Tagged Company Culture, Customer Closeness, Employee Motivation, Organizational Purpose
By Bill Self on August 18, 2010
Customer-centered organizations create positive customer conditioning through a system that delivers great company-wide ideas, not through transactional courtesy on the part of individual employees.
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Posted in Leading Change | Tagged Company Culture, Customer Loyalty, Innovation, Leading Change
By Bill Self on August 11, 2010
Use creative ways shake up your thinking and to open “the floodgates of inspiration.” Lisa Aschmann’s song scenarios provide innovative ideas for doing great things for customers.
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Posted in Innovation | Tagged Creativity, Great Performances, Innovation, Leading Change
By Bill Self on August 4, 2010
“Because customers tolerate it” is no longer an acceptable reason in any forward-thinking organization. It is one thing to talk about customer care; it is a completely different approach to share the journey with those customers by providing them with what they need and expect.
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Posted in Leading Change | Tagged Customer Care, Differentiation, Positive Leadership
By Bill Self on July 28, 2010
A culture of giving which brings what Seth Godin calls “gifts that touch us, gifts that change us” to customers will place those organizations at the center of their customers’ universe.
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Posted in Brand Loyalty | Tagged Brand Loyalty, Customer Care, Innovation, Positive Leadership
By Bill Self on July 14, 2010
Companies should be asking: What things are our customers missing that we could give them (which will make us really different)? Being customer-centered is the essence of differentiation.
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Posted in Differentiation | Tagged Customer focus, Differentiation, Innovation
By Bill Self on July 7, 2010
Frank Lloyd Wright believed that buildings (like customer-centric companies) should fit into their environments, rather than the other way around. Wright said, “No house should ever be on a hill or on anything. It should be of the hill–belonging to it. Hill and house should live together each the happier for the other.”
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Posted in Design Thinking | Tagged Creativity, Customer Culture, Designfulness, Differentiation
By Bill Self on June 30, 2010
Formulaic lists about how to succeed in business are too prescriptive. Instead, go back to the basic needs that your customers are asking to be filled and work forward from that point. Produce intelligence that leads to meaningful answers about how the customer will prosper.
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Posted in Design Thinking | Tagged Creativity, Customer Closeness, Design Thinking, Differentiation
By Bill Self on June 23, 2010
Most supplier-centric organizations rationalize that they know what customers need. What these companies perceive to be needs fall far short of what customers want. Customer-centric organizations look for new opportunities to offer to their customers, rather than waiting for them to be asked for.
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Posted in Great Performances | Tagged Competitive Advantage, Customer Closeness, Innovation, Thinking Like a Customer
He is a member of the National Speakers Association and delivers dynamic presentations on the transformative power of genuine customer-centric behavior at conferences or in settings for individual companies. Visit Bill's speaking page to learn more.
