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Customer Care
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 September 1, 2010
Educate task-oriented employees by demonstrating what a customer-centered culture would do. Then, measure the progress of the organization in galvanizing these new customer behaviors.
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Posted in Leading Change | Tagged Creative Ideas, Customer Care, Customer Culture, Organizational Culture
By Bill Self on August 4, 2010
“Because customers tolerate it” is no longer an acceptable reason in any forward-thinking organization. It is one thing to talk about customer care; it is a completely different approach to share the journey with those customers by providing them with what they need and expect.
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Posted in Leading Change | Tagged Customer Care, Differentiation, Positive Leadership
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 April 28, 2010
Customer-centricity simply doesn’t happen without deeply caring employees who are encouraged to innovate for their customers. It cannot be mandated. It needs to be cultural. They have to feel they are part of building something that is purposeful.
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Posted in Employee Empowerment | Tagged Customer Care, Customer Connection, Employee Motivation
By Bill Self on April 21, 2010
Innovation happens when organizations think like their customers. The approach should be built on the goal of making the exception the rule. Organizations should constantly be looking for a better way to accomplish what they are doing. And it should always be based on the real-world needs of the customer.
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Posted in Leading Change | Tagged Customer Care, Great Performances, Innovation
By Bill Self on January 20, 2010
Default procedures offer companies the chance to save their customers time and money, and help them maneuver through complexity. In every process, however, leaders should imagine themselves in the shoes of the people they serve.
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Posted in Customer Education | Tagged Customer Care, Customer Closeness, Great Performances
By Bill Self on November 11, 2009
The status quo is a funny concept. It is comforting and familiar, of course. In many cases, unfortunately, we are lulled into accepting what exists today and not realizing how much better it could be. We don’t need to change the status quo every time. However, we need to challenge the status quo every time.
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Posted in Great Performances | Tagged Customer Care, Differentiation
By Bill Self on August 5, 2009
It is fantastic news that great performance, grounded in being customer-centered, is available for every business if it wants it. It grows out of deliberate practice and design of an organization-wide culture to improve on behalf of your customers.
There is another dimension of the multiplier effect that will add even more to your image of
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Posted in Great Performances | Tagged Customer Care, Customer-Centered, Differentiation, Great Performances, Thinking Like a Customer
By Bill Self on August 5, 2009
The more you do something, the better you get at it. We are familiar with this concept in sports and music, because the more you practice, the better you become. The same thing applies in leading your organization to become more customer-centered.
In economics, a multiplier effect describes the degree of change in one variable that
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Posted in Great Performances | Tagged Customer Care, Customer-Centered, Differentiation, Great Performances, Thinking Like a Customer
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.
