Browse: Home /
Leading Change
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.
Read the full story...
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.
Read the full story...
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.
Read the full story...
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.
Read the full story...
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.”
Read the full story...
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.
Read the full story...
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.
Read the full story...
Posted in Leading Change, Uncategorized | Tagged Change Management, Customer Closeness, Innovation
By Bill Self on February 3, 2010
Value equates to how the individual customer feels about doing business with you. It is your “fit” with their needs and it is embodied in an emotional connection. Execution involves deep understanding and a high degree of flexibility because “fit” is judged by your delivery in its broadest, most proactive, sense.
Read the full story...
Posted in Leading Change | Tagged Customer Closeness, Differentiation, Flexibility
By Bill Self on January 27, 2010
Tomorrow’s success does not come from yesterday’s thinking. Dramatic change can only happen through commitment to a heuristic system which enables organizations to focus on designing products and services driven by customers’ needs.
Read the full story...
Posted in Leading Change | Tagged Customer Needs, Design Thinking, Great Performances
By Bill Self on January 13, 2010
No organization can afford to stand still. The best way to avoid inertia is to think like a customer. Because innovation is on a continuum, companies must constantly evaluate where they are.
Read the full story...
Posted in Leading Change | Tagged Customer Closeness, Differentiation, Leading Change
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.
