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Competitive Advantage
By Bill Self on September 22, 2011
3D customer thinking within organizations makes those companies very difficult to copy. The Customer 3D™ system takes customer-centricity to a new dimension by delivering real differentiation between your organization and the rest of the market.
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Posted in Customer 3D™ | Tagged Competitive Advantage, Customer 3D™, Customer Connection, Differentiation
By Bill Self on August 17, 2011
But we don’t pay attention until they are really good. Exceptionally customer-centered organizations have an energy that attracts faithful customers who have noticed what makes them different and rewarded them with go-nowhere-else loyalty. Customers show up because of the company and the product is no longer part of the decision. They already know the product is going to be good.
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Posted in Customer-Centricity | Tagged Competitive Advantage, Customer Closeness, Customer Experience, Great Performances
By Bill Self on July 27, 2011
One-dimensional companies look at what they can or cannot do, rather than what the customer needs or values. Customer-centered companies think proactively and innovate with creative ideas that will benefit the customer and that will also work out better for employees.
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Posted in Differentiation | Tagged Competitive Advantage, Creative Ideas, Customer Experience, Innovation
By Bill Self on June 29, 2011
Ironically, being customer-centered also makes your products better. Why? Because these products and services that you are offering are now being designed based on what matters to your customers.
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Posted in Customer Experience | Tagged Competitive Advantage, Customer Experience, Customer Strategy, Customer-Centric, Organizational Purpose
By Bill Self on March 2, 2011
Solution-selling must be customer-centered. In order to be successful, it must make the primary customer’s product better in the eyes of the secondary customer. It has to be focused on the customer’s customer.
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Posted in Innovation | Tagged Competitive Advantage, Customer Care, Customer Strategy, Differentiation
By Bill Self on February 2, 2011
The original customer relationship systems that you developed were acceptable 10-20-30 years ago are becoming obsolete. Remastering, however, is available through new systems that replace mechanistic, product-centric cultures with more organic, customer-centric versions.
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Posted in Customer Strategy | Tagged Change Management, Competitive Advantage, Customer Strategy, Differentiation, Vision
By Bill Self on October 20, 2010
Highly customer-centered organizations believe they live in the same environment as their customers and they educate their employees to carry out a strategy that judges every action by the customer success it delivers.
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Posted in Employee Empowerment | Tagged Competitive Advantage, Creativity, Customer Strategy, Organizational Culture
By Bill Self on June 23, 2010
Most supplier-centric organizations rationalize that they know what customers need. What these companies perceive to be needs fall far short of what customers want. Customer-centric organizations look for new opportunities to offer to their customers, rather than waiting for them to be asked for.
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Posted in Great Performances | Tagged Competitive Advantage, Customer Closeness, Innovation, Thinking Like a Customer
By Bill Self on September 30, 2009
The new approach to customer-centricity embodies being a caretaker for the customer ecology in every interaction between external customers and your organization.
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Posted in Customer-Centricity | Tagged Abundance Gaps, Competitive Advantage, Customer Commitment, Customer-Centricity, 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
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.
