By Bill Self on July 14, 2010
Companies should be asking: What things are our customers missing that we could give them (which will make us really different)? Being customer-centered is the essence of differentiation.
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Posted in Differentiation | Tagged Customer focus, Differentiation, Innovation
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
By Bill Self on August 12, 2009
There is a simple method for outperforming and growing your business. It involves what author Jim Champy describes as “finding something that you can do better than your competitors.” Every process that touches your customers represents an opportunity to distinguish your organization as better in the eyes of your customers. Here’s how you can identify
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Posted in Differentiation | Tagged Customer focus, Customer-Centered, Differentiation, Great Performances, Thinking Like a Customer
By Bill Self on July 8, 2009
Much has been written recently about right-brain thinking—and it is long overdue. Business has traditionally been left-brained, but its ability to search for greater efficiencies and to innovate while lowering costs has reached a plateau. The new opportunity to take performance to the next level is through right-brain thinking. A shift to this approach signifies
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Posted in Customer-Centricity | Tagged Customer focus, Customer-Centricity, Differentiation, Great Performances, Thinking Like a Customer
By Bill Self on November 26, 2008
Customer focus does not happen offhandedly. It requires leadership and emphasis on details to stay effective. Many organizations fail or drift because they believe it is easy, they take it for granted and they don’t deliver the concentrated efforts needed to be successful.
Donald Keough, who was President and COO of Coca-Cola Company at the time,
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Posted in Customer-Centricity | Tagged Customer Care, Customer Closeness, Customer focus, Customer-Centricity, Thinking Like a Customer
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.
