Browse: Home /
Customer Experience
By Bill Self on February 1, 2012
In Customer 3D organizations, telling customer success stories helps to spread the behaviors that created the good ideas. What results is a shared passion for helping customers which manifests itself in greater employee empowerment and collaboration.
Read the full story...
Posted in Customer 3D™ | Tagged Collaboration, Creative Ideas, Customer 3D™, Customer Experience, Organizational Culture
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.
Read the full story...
Posted in Customer 3D™ | Tagged Customer 3D™, Customer Experience, Customer-Centric, Employee Empowerment, outperform
By Bill Self on November 16, 2011
The Customer 3D™ system uses a measurement process, which can quantify the progress toward becoming more customer-centered. 3D leaders never stand still in their search for new ways to make their organization work better for their customers.
Read the full story...
Posted in Customer 3D™ | Tagged Customer 3D™, Customer Culture, Customer Experience, Innovation, Performance Measures
By Bill Self on October 26, 2011
The Customer 3D™ system inside an organization measures momentum or the “amount of motion” that is happening for customers. It transcends individual transactions to ask, “What else can we improve?” It tracks how organizations touch customers’ lives.
Read the full story...
Posted in Customer 3D™ | Tagged Customer 3D™, Customer Experience, Customer-Centricity, Innovation
By Bill Self on October 12, 2011
Customer 3D™ organizations are driven to change customers’ expectations – by proactively delivering better, more collaborative outcomes. They have a system and a strategy that measures its success by its ever-improving performance for the customer.
Read the full story...
Posted in Customer 3D™ | Tagged Creative Ideas, Customer 3D™, Customer Experience, Customer-Centered, Organizational Purpose
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
Read the full story...
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.
Read the full story...
Posted in Customer-Centricity | Tagged Competitive Advantage, Customer Closeness, Customer Experience, Great Performances
By Bill Self on July 27, 2011
One-dimensional companies look at what they can or cannot do, rather than what the customer needs or values. Customer-centered companies think proactively and innovate with creative ideas that will benefit the customer and that will also work out better for employees.
Read the full story...
Posted in Differentiation | Tagged Competitive Advantage, Creative Ideas, Customer Experience, Innovation
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.
Read the full story...
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.
Read the full story...
Posted in Organizational Purpose | Tagged Customer Closeness, Customer Experience, Customer-Centric, Differentiation, Organizational Culture
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.
