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Customer-Centric
By Bill Self on January 25, 2012
When Customer 3D capabilities are in place, employees are prepared to deliver exceptional customer-centered performance when needed. They can draw on a confidence and reserve that 1D organizations simply cannot understand. It is very much a difference-maker.
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Posted in Customer 3D™ | Tagged Customer 3D™, Customer Experience, Customer-Centric, Employee Empowerment, outperform
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 December 8, 2010
There is a pattern in all of the four pictures of Matisse, which allows the viewer to recognize him. Likewise, in organizations there is a wholeness, which is recognizable by customers. This wholeness is the real nature that determines everything about the organization.
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Posted in Organizational Purpose | Tagged Customer Closeness, Customer Experience, Customer-Centric, Differentiation, Organizational Culture
By Bill Self on August 19, 2009
Much of our client work involves assisting leaders in developing their organizations to become more customer-centered. But what if the leaders don’t get it? What if they think they know all the right answers about customers already?
A phrase that you hear a lot these days is “They don’t know what they don’t know”. I recently
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Posted in Leading Change | Tagged Customer-Centric, Differentiation, Great Performances, Innovation, Thinking Like a Customer
By Bill Self on July 29, 2009
It’s amazing how organizations believe they can become great while ignoring their customers.
Jim Collins’ How The Mighty Fall: And Why Some Companies Never Give In builds off of his Good to Great and Built to Last tenets to analyze how successful companies get better, or conversely, how they decline. He describes how companies can under-perform by forgetting
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Posted in Great Performances | Tagged Customer Loyalty, Customer-Centric, Great Performances, Leading Change, Thinking Like a Customer
By Bill Self on March 25, 2009
Short-term thinking has plagued businesses for years, but in today’s economic conditions, it is even more dangerous. Now is the time for change, not to stand still.
Organizations in a survival mode resort to quick fixes such as downsizing and postponing expenses. Their leaders don’t realize that they cannot recycle the ideas of the past and
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Posted in Differentiation | Tagged Customer Commitment, Customer Loyalty, Customer-Centric, Differentiation, Thinking Like a Customer
By Bill Self on March 18, 2009
Becoming customer-centric is transformational and it requires a change in culture as well as in process design. It demands a long-term commitment that involves everyone in your organization. However, there is one proven method to jump-start the process in a way that will accelerate the company-wide commitment to the journey.
The graphic with this article shows
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Posted in Customer-Centricity | Tagged Customer Commitment, Customer-Centric, Customer-Centricity, Employee Motivation, Leading Change, Thinking Like a Customer
By Bill Self on February 25, 2009
The most important question that every organization must answer is “Exactly how is the customer changing?” Adrian Slywotzky and David Morrison, in The Profit Zone: How Strategic Business Design Will Lead You to Tomorrow’s Profits, challenged businesses: “To create a strategic and dynamic perspective on the customer, one must have a clear and compelling point of
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Posted in Customer-Centricity | Tagged Competitive Advantage, Customer Loyalty, Customer Satisfaction, Customer-Centric, Differentiation, 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.
