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 November 17, 2010
A great measure of an organization’s focus on customer success is how customers perceive their Return on Effort. High-performing companies are always searching for ways to design more user-friendly processes. This goal of reducing customer effort can best be achieved in a “question-everything” organizational culture.
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Posted in Customer Experience | Tagged Customer Experience, Customer Strategy, Design Thinking, Innovation, Service Design
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 October 6, 2010
Boundaries disappear with a customer strategy that is proactive and focused, not reactive. It should articulate a basic philosophy that aligns all employees and brings confidence and clarity to how they can contribute to stronger customer connections.
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Posted in Customer Strategy | Tagged Business Strategy, Customer Commitment, Customer Connection, Customer Experience, Organizational Culture
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 Mark Price on August 26, 2010
First-time customers offer a unique opportunity to gauge the quality of the customer experience that you offer. Use VOC feedback from this group to enhance the experience for all customers–new and returning.
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Posted in Customer Experience | Tagged Customer Experience, Customer Loyalty, Differentiation
By Bill Self on April 7, 2010
The efforts of customer-centered organizations to move to the upside for customers inspires confidence—for customers and for employees. What’s missing in supplier-centric organizations is a system to design and deliver creative ideas that will improve the experiences of customers.
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Posted in Great Performances | Tagged Customer Experience, Customer Focus, Differentiation
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.
