By Bill Self on June 29, 2011
Ironically, being customer-centered also makes your products better. Why? Because these products and services that you are offering are now being designed based on what matters to your customers.
Read the full story...
Posted in Customer Experience | Tagged Competitive Advantage, Customer Experience, Customer Strategy, Customer-Centric, Organizational Purpose
By Bill Self on November 17, 2010
A great measure of an organization’s focus on customer success is how customers perceive their Return on Effort. High-performing companies are always searching for ways to design more user-friendly processes. This goal of reducing customer effort can best be achieved in a “question-everything” organizational culture.
Read the full story...
Posted in Customer Experience | Tagged Customer Experience, Customer Strategy, Design Thinking, Innovation, Service Design
By Bill Self on September 22, 2010
In order to WOW customers, change your culture from supplier-focused to customer-focused. Thinking like a customer will make it clear to everyone what WOW means.
Read the full story...
Posted in Customer Experience | Tagged Customer Closeness, Customer Delight, Customer Experience, Great Performances
By Mark Price on August 26, 2010
First-time customers offer a unique opportunity to gauge the quality of the customer experience that you offer. Use VOC feedback from this group to enhance the experience for all customers–new and returning.
Read the full story...
Posted in Customer Experience | Tagged Customer Experience, Customer Loyalty, Differentiation
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.
