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Customer Closeness
By Bill Self on December 7, 2011
Black Friday techniques are built on short-term tactics that primarily benefit the seller. A customer-centered mindset thinks differently. It focuses on long-term connections that are grounded in making customers more committed to maintaining a strong relationship with their suppliers.
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Posted in Customer Loyalty | Tagged Customer 3D™, Customer Closeness, Customer Connection, Long-term Relationships
By Bill Self on September 14, 2011
Customer 3D™ businesses focus on identifying new opportunities. Whereas product-centered companies during “down” times ask customers for additional orders on existing products, Customer 3D™ organizations look for new products and processes for customers.
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Posted in Customer 3D™ | Tagged Customer 3D™, Customer Closeness, Customer Connection, Great Performances
By Bill Self on September 7, 2011
“The future of search is verbs.” Bill Gates made this comment to Esther Dyson to describe the transition to a new mindset, in which, as the world becomes more familiar with high-powered search engines, people “aren’t looking for nouns or information; they are looking for action.” (quoted in Curation Nation). The same concept is true
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Posted in Customer 3D™ | Tagged Brand Loyalty, Customer 3D™, Customer Closeness, Customer Experience
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 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 December 1, 2010
Customer-centered organizations create a deeper relationship with customers. By moving beyond a product-centric, “A to B” mentality, their culture of continuous improvement for all of their customers builds a more substantive relationship. They are legendary, rather than ordinary.
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Posted in Organizational Purpose | Tagged Customer Closeness, Customer Loyalty, Differentiation, Organizational Culture
By Bill Self on October 27, 2010
A culture of sharing reinforces the belief that you and your customers have a common purpose. And this spirit of collaboration translates into a message that these customers can trust you to work on their behalf. It is empowering, both for employees and customers.
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Posted in Customer Strategy | Tagged Customer Closeness, Customer Experience, Design Thinking, Employee Empowerment, Organizational Culture
By Bill Self on September 29, 2010
By being customer-centric, you will you position yourself to notice things that you hadn’t noticed before. Your creativity will increase and so will your proactivity in designing new ideas for customers.
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Posted in Innovation | Tagged Creativity, Customer Closeness, Design Thinking, Innovation
By Bill Self on September 22, 2010
In order to WOW customers, change your culture from supplier-focused to customer-focused. Thinking like a customer will make it clear to everyone what WOW means.
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Posted in Customer Experience | Tagged Customer Closeness, Customer Delight, Customer Experience, Great Performances
By Bill Self on September 15, 2010
Making sense begins with the recognition that meaningful work involves finding a better solution for the customer. If the old structure was static, the new version is metamorphic: in readiness to become something else if that is what helps it connect with its customers.
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Posted in Organizational Purpose | Tagged Customer Closeness, Customer Solutions, Organizational Culture, Organizational Purpose
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.
