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Customer-Centered
By Bill Self on June 2, 2010
The Anti-Complexity Officer would advocate for simplified processes allowing no compromises internally when the customer is involved.
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Posted in Great Performances | Tagged Customer Connection, Customer Loyalty, Customer-Centered
By Bill Self on December 16, 2009
Instilling customer-centricity into your organization’s culture is not impossible, of course. But questioning works better than telling when you have a challenge to overcome. It creates buy-in when the team with whom you are working figures out how to approach the goal more realistically.
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Posted in Leading Change | Tagged Customer-Centered, Leading Change
By Bill Self on November 18, 2009
High-performing companies use customer closeness in order to become “great innovators” and “ferocious defenders” of their position in the markets they serve.
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Posted in Differentiation | Tagged Customer-Centered, 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 October 14, 2009
Research which we do for our clients indicates time and time again that customers who reported a problem and were delighted with the outcome have higher satisfaction than the ones who never experienced a problem at all. Why would any company simply want to break-even with these opportunities? Service recovery should energize the organization to become more customer-centered.
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Posted in Differentiation | Tagged Customer-Centered, Customer-Centricity, Differentiation, Great Performances, Thinking Like a Customer
By Bill Self on October 7, 2009
“There’s no such thing as good news or bad news. There’s only fast news and slow news.” Fast knowledge happens within organizations that are connected and proactively communicating with their customers. Every organization should have an early warning system. The best one is built around closeness with your customers.
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Posted in Customer-Centricity | Tagged Customer Closeness, Customer-Centered, Differentiation, Great Performances, Thinking Like a Customer
By Bill Self on September 23, 2009
Success requires collaboration so that the entire organization is “speaking the customer’s language.” Communication is inevitably poor when it’s one-sided. Focusing on customers is the most important dimension of your culture; delivery must be as fluent as possible.
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Posted in Customer-Centricity | Tagged Customer-Centered, Great Performances, 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 September 9, 2009
Amazon.com continues to be a successful, strong brand because it always answers its business questions—strategic and day-to-day—with a solution that includes “the customer.”
Jeff Bezos, Amazon’s CEO, has given the world insight into how he leads the Amazon organization through a series of interviews over the years. I believe the best is “The Institutional Yes” (Harvard
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Posted in Customer-Centricity | Tagged Customer-Centered, Customer-Centricity, Differentiation, Great Performances, Thinking Like a Customer
By Bill Self on September 2, 2009
The organizations that will survive and thrive five years from now are the ones that have educated customers. That’s because smart customers will remain loyal to suppliers that deliver high value. This value goes far beyond a generic product or service. It educates its customers as part of the relationship. Customer-centered suppliers understand this as
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Posted in Differentiation | Tagged Customer Loyalty, Customer-Centered, Differentiation, 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.
