Building Customer-Centric Champions

Bill Self is on a mission, a mission to transform product-centric organizations into customer-centric ones. Decades of experience in the customer loyalty and satisfaction field have taught him that the most successful, winning organizations are the ones whose people truly see things through the eyes of their customers.

Bill has presented to organizations around the world on how to build a sustainable, customer-centric culture that turns buyers into raving fans who love to do business with them. Unlike other customer loyalty speakers, he has the in-depth, practical skills and knowledge to help you make a deep and lasting transformation in your business. Many in the customer loyalty field focus strictly on “Level One” strategies and tactics, which pertain only to employees in direct contact with customers. Bill compellingly makes the case that systematically involving everyone in the organization, not just front-line employees, is the ultimate key to achieving the highest levels of customer-centric excellence.

A typical audience reaction during one of Bill's speeches.

Would your company be better positioned for the future if…

• Your employees knew what mattered most to your customers?
• You offered products and services that truly resonated with your customers, anticipated their needs, and made their lives easier?
• Departmental silos became permeable and your employees collaborated with a profound sense of common purpose?
• You started measuring what really matters instead of stale metrics that don’t move the needle?

Bill’s game-changing presentation will…

• Help drive organization-wide cultural change and re-orientation toward a customer mind-set
• Inspire your teams with compelling, relevant success stories that bring the benefits of customer-centricity vividly to life
• Motivate your staff with a fresh, creative approach to working with customers
• Show you how to optimize every customer touchpoint
• Help you identify performance measures that really matter

Your employees will learn how to…

• Think like a customer instead of a supplier
• Innovate faster and more purposefully
• Create measurable customer outcomes rather than measurable internal practices
• Break down silos and work better across teams

Bill’s Business Experience

Bill is the president of the North American division of The Leadership Factor, a global research organization specializing in customer loyalty. He is a recognized thought leader and is co-author of the book, Customer Satisfaction Measurement for ISO 9000:2000.