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Great Performances
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
By Bill Self on June 2, 2010
The Anti-Complexity Officer would advocate for simplified processes allowing no compromises internally when the customer is involved.
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Posted in Great Performances | Tagged Customer Connection, Customer Loyalty, Customer-Centered
By Bill Self on May 5, 2010
All companies have functional support activities which should be rules-driven and designed to reduce variation. Connecting with customers at the more advanced Levels 2 and 3 must be humanistic, designed to create fresh ideas for customers, and consequently requires more art.
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Posted in Great Performances | Tagged Customer Closeness, Customer Delight, Customer-Centricity
By Bill Self on April 7, 2010
The efforts of customer-centered organizations to move to the upside for customers inspires confidence—for customers and for employees. What’s missing in supplier-centric organizations is a system to design and deliver creative ideas that will improve the experiences of customers.
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Posted in Great Performances | Tagged Customer Experience, Customer Focus, Differentiation
By Bill Self on December 23, 2009
“How can I make life easier for my customers (current and future)?” The answers will help your organization dramatically change its services in ways that will ultimately amaze your present customers and make new customers want to come to you.
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Posted in Great Performances | Tagged Creativity, Customer Closeness
By Bill Self on December 2, 2009
Customers love creative companies. The best kind of creativity is built around ideas that focus on customers.
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Posted in Great Performances | Tagged Creativity, Customer-Centricity
By Bill Self on November 11, 2009
The status quo is a funny concept. It is comforting and familiar, of course. In many cases, unfortunately, we are lulled into accepting what exists today and not realizing how much better it could be. We don’t need to change the status quo every time. However, we need to challenge the status quo every time.
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Posted in Great Performances | Tagged Customer Care, Differentiation
By Bill Self on August 5, 2009
It is fantastic news that great performance, grounded in being customer-centered, is available for every business if it wants it. It grows out of deliberate practice and design of an organization-wide culture to improve on behalf of your customers.
There is another dimension of the multiplier effect that will add even more to your image of
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Posted in Great Performances | Tagged Customer Care, Customer-Centered, Differentiation, Great Performances, Thinking Like a Customer
By Bill Self on August 5, 2009
The more you do something, the better you get at it. We are familiar with this concept in sports and music, because the more you practice, the better you become. The same thing applies in leading your organization to become more customer-centered.
In economics, a multiplier effect describes the degree of change in one variable that
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Posted in Great Performances | Tagged Customer Care, Customer-Centered, Differentiation, Great Performances, Thinking Like a Customer
By Bill Self on July 29, 2009
It’s amazing how organizations believe they can become great while ignoring their customers.
Jim Collins’ How The Mighty Fall: And Why Some Companies Never Give In builds off of his Good to Great and Built to Last tenets to analyze how successful companies get better, or conversely, how they decline. He describes how companies can under-perform by forgetting
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Posted in Great Performances | Tagged Customer Loyalty, Customer-Centric, Great Performances, Leading Change, 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.
