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Brand Loyalty
By Bill Self on September 7, 2011
“The future of search is verbs.” Bill Gates made this comment to Esther Dyson to describe the transition to a new mindset, in which, as the world becomes more familiar with high-powered search engines, people “aren’t looking for nouns or information; they are looking for action.” (quoted in Curation Nation). The same concept is true
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Posted in Customer 3D™ | Tagged Brand Loyalty, Customer 3D™, Customer Closeness, Customer Experience
By Bill Self on July 28, 2010
A culture of giving which brings what Seth Godin calls “gifts that touch us, gifts that change us” to customers will place those organizations at the center of their customers’ universe.
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Posted in Brand Loyalty | Tagged Brand Loyalty, Customer Care, Innovation, Positive Leadership
By Bill Self on March 10, 2010
There should be a process to regularly review performances for “good customers” rather than waiting for them to call in frustration, or, even worse, to leave without calling.
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Posted in Customer Education | Tagged Brand Loyalty, Customer Closeness, Differentiation
By Bill Self on October 21, 2009
Why are there organizations with customers that are “off the charts” in their loyalty? Customer-centricity creates a symbiotic relationship with customers. Hyper-loyal customers have a passion for converting others to become members of their “club” so that others can have the same great experiences.
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Posted in Customer Loyalty | Tagged Brand Loyalty, Customer Loyalty, Customer-Centered, Differentiation, Thinking Like a Customer
By Bill Self on September 16, 2009
If you are constantly looking at what your competitors are doing, you will simply end up imitating each other. Being customer-centered brings better clarity to organizations because it focuses them on thinking like a customer, instead of a competitor.
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Posted in Differentiation | Tagged Brand Loyalty, Customer-Centered, Customer-Centricity, Differentiation, Thinking Like a Customer
By Bill Self on August 26, 2009
Tells are indicators of what others see in you—how you will behave in any situation. Customers use all of your interactions with them to form an impression of how you will treat them as customers in the future. It is really important to understand these tells and to manage them deliberately because customers judge your
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Posted in Customer-Centricity | Tagged Brand Loyalty, Customer Education, Customer-Centered, Great Performances, Thinking Like a Customer
By Bill Self on May 13, 2009
The new competitive advantage is in outperformism, built around delivering the passion in your organization for being customer-centered. Because that fresh way of thinking is really, really valuable today, it should be viewed as your new brand.
The old paradigm was to brand your product, then throw in your customer-centered behavior as icing on the cake.
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Posted in Differentiation | Tagged Brand Loyalty, Customer-Centered, Customer-Centricity, Great Performances, Thinking Like a Customer
By Bill Self on May 6, 2009
Outperformism is what successful organizations must do to differentiate their products and services and keep their competitive advantage. This level of performance only occurs when a company implements a structured system to proactively exceed the expectations of its customers. It is borrowed from the term ‘outperform’ for a rating which a stock analyst might give
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Posted in Differentiation | Tagged Brand Loyalty, Customer-Centered, Customer-Centricity, Great Performances, Thinking Like a Customer
By Bill Self on March 11, 2009
Everything-products or services-can be enhanced to perform better than it does today. Rather than thinking about what the service currently looks like, envision what it can be in the future. The secret is to approach it from the user’s viewpoint–by thinking like a customer.
Harvard professor Ted Levitt defined this development process 40 years ago in
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Posted in Differentiation | Tagged Brand Loyalty, Competitive Advantage, Customer-Centricity, Differentiation, Innovation
By Bill Self on February 18, 2009
When you go out to a show or another event, you expect a great performance. What makes you think your customers don’t expect that from you every day?
My wife and I enjoyed a 7-day cruise recently. Part of the entertainment consisted of performances by the Second City Comedy Group. In addition to rehearsed sketches, they
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Posted in Great Performances | Tagged Brand Loyalty, Customer Closeness, Customer Delight, Customer Satisfaction, Great Performances
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.
