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Customer-Centricity
By Bill Self on April 14, 2010
The power of customer-centricity is strongest at Levels 2 and 3, which create a balanced system that permeates the internal silos that exist in most businesses. These high-level, customer-centered strategies produce higher loyalty and customer closeness in organizations that embrace them.
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Posted in Customer-Centricity | Tagged Great Performances, Leading Change, New Ideas
By Bill Self on March 24, 2010
The Customer-Centric Index™ measures closeness with external customers and strength of relationships with internal customers. It’s geared to focus on silo-busting. It’s systematic and consists of highly-specific measures of the behaviors that experience has shown will make organizations more customer-centric.
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Posted in Customer-Centricity | Tagged Customer Closeness, Customer Loyalty, Leading Change
By Bill Self on March 17, 2010
Why should any supplier-centric organization switch to being customer-centric? It’s not difficult to imagine the arguments against the change: “Customer-centricity is an abstract idea. It involves a culture change. We prefer pragmatic results to ideology. Show us the benefits.”
Here’s a look at the “Why” of customer-centricity.
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Posted in Customer-Centricity | Tagged Customer Closeness, Differentiation, Leading Change
By Bill Self on February 17, 2010
Our success in generating innovative customer-centered thinking becomes stronger when our “ability to make new combinations is heightened by our ability to see relationships.” As in a kaleidoscope. new patterns develop and create exciting combinations when the variety of experiences that our teams bring to the search lead to fresher ideas within our organizations.
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Posted in Customer-Centricity | Tagged Creativity, Design Thinking, Differentiation
By Bill Self on November 4, 2009
Avoid complexity for your customers. The best way to prove yourself to them is to make their lives simpler.
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Posted in Customer-Centricity | Tagged Differentiation, Great Performances
By Bill Self on October 7, 2009
“There’s no such thing as good news or bad news. There’s only fast news and slow news.” Fast knowledge happens within organizations that are connected and proactively communicating with their customers. Every organization should have an early warning system. The best one is built around closeness with your customers.
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Posted in Customer-Centricity | Tagged Customer Closeness, Customer-Centered, Differentiation, Great Performances, Thinking Like a Customer
By Bill Self on September 30, 2009
The new approach to customer-centricity embodies being a caretaker for the customer ecology in every interaction between external customers and your organization.
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Posted in Customer-Centricity | Tagged Abundance Gaps, Competitive Advantage, Customer Commitment, Customer-Centricity, Thinking Like a Customer
By Bill Self on September 23, 2009
Success requires collaboration so that the entire organization is “speaking the customer’s language.” Communication is inevitably poor when it’s one-sided. Focusing on customers is the most important dimension of your culture; delivery must be as fluent as possible.
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Posted in Customer-Centricity | Tagged Customer-Centered, Great Performances, Thinking Like a Customer
By Bill Self on September 9, 2009
Amazon.com continues to be a successful, strong brand because it always answers its business questions—strategic and day-to-day—with a solution that includes “the customer.”
Jeff Bezos, Amazon’s CEO, has given the world insight into how he leads the Amazon organization through a series of interviews over the years. I believe the best is “The Institutional Yes” (Harvard
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Posted in Customer-Centricity | Tagged Customer-Centered, Customer-Centricity, Differentiation, Great Performances, Thinking Like a Customer
By Bill Self on August 26, 2009
Tells are indicators of what others see in you—how you will behave in any situation. Customers use all of your interactions with them to form an impression of how you will treat them as customers in the future. It is really important to understand these tells and to manage them deliberately because customers judge your
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Posted in Customer-Centricity | Tagged Brand Loyalty, Customer Education, Customer-Centered, Great Performances, 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.
