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
By Bill Self on April 1, 2009
Successful companies have an excellence quotient that they never compromise. The secret, however, is not in products and marketing. The secret is in creating this excellence from the viewpoint of the customer, because that is who will ultimately be the judge of whether they deserve that high status. The secret is in becoming customer-centered.
One great
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Posted in Great Performances | Tagged Customer Care, Customer-Centered, Designfulness, Great Performances, Thinking Like a Customer
By Bill Self on December 31, 2008
As we are about to begin a new year, please let me assure you that I am just kidding with the title of this post. Isn’t it somewhat presumptuous to announce just one year for customers, when every day and every year should be devoted to them? It also makes you wonder what the other years
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Posted in Customer Loyalty | Tagged Customer Care, Customer Loyalty, Customer-Centricity, Thinking Like a Customer
By Bill Self on November 26, 2008
Customer focus does not happen offhandedly. It requires leadership and emphasis on details to stay effective. Many organizations fail or drift because they believe it is easy, they take it for granted and they don’t deliver the concentrated efforts needed to be successful.
Donald Keough, who was President and COO of Coca-Cola Company at the time,
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Posted in Customer-Centricity | Tagged Customer Care, Customer Closeness, Customer Focus, Customer-Centricity, Thinking Like a Customer
By Bill Self on October 29, 2008
It is much better to have inspired customers than simply satisfied ones.
Metroparks of the Toledo (OH) Area understands this relationship with its customers extremely well. It has a Board of Directors’ mandate to preserve land, so if the organization has $1 left to spend, that’s where it is invested. Yet customers may not always be
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Posted in Customer Loyalty | Tagged Customer Care, Customer Closeness, Customer Loyalty
By Bill Self on October 9, 2008
When customers are suffering though really poor performance from an organization from whom they are buying a service, it unites them in a unique kind of camaraderie. Today is the six-month anniversary of the US Airways incident described in my October 8th post. This article is a tribute to Sonita, Marty, Evan, Samuel and Jamie,
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Posted in Great Performances | Tagged Customer Care, Customer Loyalty
By Bill Self on October 8, 2008
Mercedes-Benz has a captivating ad that says “Most people will never need ____, but we build it in anyway”. The company inserts various features in the tagline, identifying aspects of their cars that differentiate them. This phrase also illustrates a fundamental concept for all organizations that want to outperform for their customers: Make sure
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Posted in Great Performances | Tagged Customer Care, Customer-Centricity, Outperform
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.
