By Bill Self on December 9, 2009
Earning the trust of your customers is easier with a well-designed, customer centric plan and inspired leadership.
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Posted in Leading Change | Tagged Customer Education, Leading Change
By Bill Self on August 26, 2009
Tells are indicators of what others see in you—how you will behave in any situation. Customers use all of your interactions with them to form an impression of how you will treat them as customers in the future. It is really important to understand these tells and to manage them deliberately because customers judge your
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Posted in Customer-Centricity | Tagged Brand Loyalty, Customer Education, Customer-Centered, Great Performances, Thinking Like a Customer
By Bill Self on December 10, 2008
Great organizations are always inventing new ways to make customers’ experiences more valuable. South African Airways focuses on higher performance by looking at each element of its service from the customer’s viewpoint.
For example, SAA prints letters from its customers with compliments or questions in its in-flight magazine, Sawubona. Not unusual. However, it answers each letter
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Posted in Great Performances | Tagged Customer Education, Customer Loyalty, Customer-Centricity, 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.
