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Leading Change
By Bill Self on August 10, 2011
Customer-centricity is an attitude, which can be compared with a company’s wellness program. It is an effort that will bring about positive change in employees and elevate their confidence to take care of customer needs. It also becomes the foundation of better overall health for the organization.
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Posted in Leading Change | Tagged Abundance Gaps, Customer Culture, Differentiation, Employee Empowerment, Organizational Purpose, Vision
By Bill Self on April 20, 2011
Customer-centricity will create a new dimension of success that many companies cannot picture because they are being held back by their assumptions. The journey starts with the realization that success will come when a different organizational culture is in place and that it is worth the effort to change.
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Posted in Leading Change | Tagged Change Management, Company Culture, Leading Change, Vision
By Bill Self on April 6, 2011
Put your organization on a journey that creates a customer-centered culture. Design a culture that is empowered to “own” the customer in every interaction. Where you are in two years will be dramatically different—and better.
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Posted in Leading Change | Tagged Business Strategy, Change Management, Organizational Culture, Organizational Purpose
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 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 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 April 21, 2010
Innovation happens when organizations think like their customers. The approach should be built on the goal of making the exception the rule. Organizations should constantly be looking for a better way to accomplish what they are doing. And it should always be based on the real-world needs of the customer.
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Posted in Leading Change | Tagged Customer Care, Great Performances, Innovation
By Bill Self on March 31, 2010
Teams should use creative storytelling to sell customer-connection ideas within their organizations. Visual examples will make the argument more convincing.Clear reasoning will take you from a state of “I think we should…” to “Here is what change will mean to our customers.”
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Posted in Leading Change | Tagged Creative Ideas, Great Performances, Leading Change
By Bill Self on March 3, 2010
Make sure that your organization is prepared for change by putting some customer-centered monitors in place that will condition everyone to look for new ways by questioning the old ways. Set up a process to evaluate change on customers’ terms, not yours. It will be a great platform to start discussions of ways to strengthen your organization by consistently looking for ways to outperform.
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Posted in Leading Change | Tagged Customer Closeness, Differentiation, Innovation, Leading Change
By Bill Self on February 24, 2010
Customer-centricity will not happen unless your organization is curious about customers and what they will need in the future. Create a culture that is continuously looking for ways to learn more about customers. Don’t become complacent. Be an explorer.
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Posted in Leading Change, Uncategorized | Tagged Change Management, Customer Closeness, Innovation
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.
