Bill Self is the President of the North American subsidiary of The Leadership Factor, a global firm specializing in customer loyalty. He is an active member of Toastmasters International and is available for speaking on the following topics:
Thinking Like a Customer
Successful organizations are learning a new way of thinking. This presentation is a construct of how high performers can develop a system for perfecting this thinking. Creating customer loyalty requires organizations to build a culture that focuses on the customer’s mindset and to exercise specific techniques that translate into sustainability. This deliverable is filled with case studies and examples of best practices from world-class organizations that are thinking like their customers.
Creating a Customer-Centric Organization
Outperform. That is what organizations with a strong customer-centric culture have been doing. Learn the most critical aspects of designing an organizational plan focused on being customer-centric rather than product-centric. Then, learn proven, actionable ideas to connect with your markets by developing the customer-focused mindset to carry out this strategy and by empowering employees to retain and grow the company’s most valuable asset-its customers. Successful organizations will understand how to change their cultures in order to optimize every touch-point and deliver the most valuable customer experience every time.
The Future of Customer Loyalty
Customer loyalty is dramatically different than it was in the past. In order to stay relevant organizations must adapt their approaches to retaining their most valuable customers. This speech answers the question, “How do I implement a customer loyalty program?” It shows audiences ways to increase brand commitment going forward, but with a context of customer loyalty from its history. Be prepared for an expansive presentation that is dynamic and fun.
Voice of the Customer and Innovation
Business improvement projects will have more success and a higher return on investment when they are focused on solving customers’ most important needs. They will also be able to overcome the greatest challenges which all organizations face: resistance to change and problems with lack of buy-in. With a predictable, repeatable methodology, organizations can translate the voice-of-the-customer (VOC) and customer engagement mapping into product and service solutions which will take the guesswork out of developing a new product and the risk of unforeseen failure, by concentrating on improvements that will be most valued by customers. These outcomes, in turn, will result in delighting the customer and differentiating your organization from competitors’ current products and services.
Legendary Customer Satisfaction
In a recent study, CEOs identified that the major challenge facing their organizations was to become more customer-focused and to better satisfy customer needs. Middle-of-the-road efforts will not make real change happen. Only world-class techniques will get you there. Learn how the best organizations-small and large-make game-changing strategic decisions based a thorough understanding of the aspects of their relationship that customers value most. These techniques will “move the needle” by maximizing customer satisfaction and will bring new life to the performance of your organization.
The Perfect Customer
How many of your customers qualify as “perfect”? Learn the key elements that great customers have and how to transform your present customers into that model. Identify ways to drive customer satisfaction and to maximize customer engagement. Knowing the characteristics that every perfect customer displays will help your organization to retain customers and to act like a magnet for even more of these perfect customers to do business with you.