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Leading Change
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.
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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.
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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.
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Posted in Leading Change | Tagged Customer Closeness, Differentiation, Leading Change
By Bill Self on December 16, 2009
Instilling customer-centricity into your organization’s culture is not impossible, of course. But questioning works better than telling when you have a challenge to overcome. It creates buy-in when the team with whom you are working figures out how to approach the goal more realistically.
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Posted in Leading Change | Tagged Customer-Centered, Leading Change
By Bill Self on December 9, 2009
Earning the trust of your customers is easier with a well-designed, customer centric plan and inspired leadership.
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Posted in Leading Change | Tagged Customer Education, Leading Change
By Bill Self on November 25, 2009
Treat customers and non-customers with a spirit of generosity.
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Posted in Leading Change | Tagged Differentiation, Leading Change
By Bill Self on October 28, 2009
A few passionate managers can change the culture in an organization by leading their team toward customer-centricity. Executive leadership must set the tone and direction for customer-centricity. But middle managers are in the best position to know when to take off the training wheels and make change happen.
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Posted in Leading Change | Tagged Customer Closeness, Customer-Centricity, Great Performances, Leading Change, Thinking Like a Customer
By Bill Self on August 19, 2009
Much of our client work involves assisting leaders in developing their organizations to become more customer-centered. But what if the leaders don’t get it? What if they think they know all the right answers about customers already?
A phrase that you hear a lot these days is “They don’t know what they don’t know”. I recently
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Posted in Leading Change | Tagged Customer-Centric, Differentiation, Great Performances, Innovation, Thinking Like a Customer
By Bill Self on July 22, 2009
I love it when people shake up the way we think. That is what we need in order to stay competitive in today’s business environment. A growing number of new thought leaders are helping us to understand that the best approach to bringing about positive change is to structure our actions around being customer-centered.
Pip Coburn,
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Posted in Leading Change | Tagged Customer Loyalty, Customer-Centered, Customer-Centricity, Differentiation, Thinking Like a Customer
By Bill Self on June 24, 2009
Alan Webber’s Rules of Thumb is an absolute must-read. It is quintessential to leading your organization through the next day, week, year and beyond. It is game-changing, but simple. It is practical and inspiring at the same time. And it weighs in solidly on thinking like a customer.
For example, Webber’s Rule #3 is ‘Ask the last
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Posted in Leading Change | Tagged Customer Closeness, 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.
