By Bill Self on February 4, 2009
When a plant is put in a window, over time it begins to lean toward the light. In the same manner, generous, abundant actions by businesses create a positive energy source that attracts customers. These suppliers are viewed as legendary, not ordinary.
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Posted in Customer Loyalty | Tagged Add new tag, Brand Loyalty, Competitive Advantage, customer closeness, Customer Loyalty, Thinking Like a Customer
By Bill Self on September 24, 2008
In the book Making the Impossible Possible, Kim Cameron and Marc Lavine define an abundance gap. It is an elegant concept that fits perfectly in describing how to take care of customers.
There is often a disconnect between what customers want and what organizations choose to give them. Most companies believe that if they eliminate problems–if
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Posted in Great Performances | Tagged Add new tag, customer, performance