Browse: Home /
Customer Loyalty
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.
Read the full story...
Posted in Customer Experience | Tagged Customer Experience, Customer Loyalty, Differentiation
By Bill Self on August 18, 2010
Customer-centered organizations create positive customer conditioning through a system that delivers great company-wide ideas, not through transactional courtesy on the part of individual employees.
Read the full story...
Posted in Leading Change | Tagged Company Culture, Customer Loyalty, Innovation, Leading Change
By Bill Self on June 2, 2010
The Anti-Complexity Officer would advocate for simplified processes allowing no compromises internally when the customer is involved.
Read the full story...
Posted in Great Performances | Tagged Customer Connection, Customer Loyalty, Customer-Centered
By Bill Self on May 26, 2010
One simple transaction can build an incredible amount of trust. Redbox took a potentially one-dimensional problem report and turned it into a three-dimensional experience for its customer.
Read the full story...
Posted in Brand Loyalty | Tagged Customer Delight, Customer Loyalty, Great Performances
By Bill Self on May 19, 2010
A simple pronoun can mean the difference between sustainability and stagnation for an organization. Customer-centered workplaces always think “outside-in” by figuratively bringing their customers inside and reflecting a mindset of helping the customer succeed.
Read the full story...
Posted in Employee Loyalty | Tagged Customer Connection, Customer Loyalty, Great Performances
By Bill Self on May 12, 2010
Customer-centricity has a benefit that most organizations don’t fully understand and don’t fully utilize. It is understanding, at a deep level, what your ideal customers do, how they behave, and the personality traits that you want to encourage in them.
Read the full story...
Posted in Customer Education | Tagged Customer Closeness, Customer Loyalty, Inspiring Customers
By Bill Self on March 24, 2010
The Customer-Centric Index™ measures closeness with external customers and strength of relationships with internal customers. It’s geared to focus on silo-busting. It’s systematic and consists of highly-specific measures of the behaviors that experience has shown will make organizations more customer-centric.
Read the full story...
Posted in Customer-Centricity | Tagged Customer Closeness, Customer Loyalty, Leading Change
By Bill Self on October 21, 2009
Why are there organizations with customers that are “off the charts” in their loyalty? Customer-centricity creates a symbiotic relationship with customers. Hyper-loyal customers have a passion for converting others to become members of their “club” so that others can have the same great experiences.
Read the full story...
Posted in Customer Loyalty | Tagged Brand Loyalty, Customer Loyalty, Customer-Centered, Differentiation, Thinking Like a Customer
By Bill Self on September 2, 2009
The organizations that will survive and thrive five years from now are the ones that have educated customers. That’s because smart customers will remain loyal to suppliers that deliver high value. This value goes far beyond a generic product or service. It educates its customers as part of the relationship. Customer-centered suppliers understand this as
Read the full story...
Posted in Differentiation | Tagged Customer Loyalty, Customer-Centered, Differentiation, Thinking Like a Customer
By Bill Self on July 29, 2009
It’s amazing how organizations believe they can become great while ignoring their customers.
Jim Collins’ How The Mighty Fall: And Why Some Companies Never Give In builds off of his Good to Great and Built to Last tenets to analyze how successful companies get better, or conversely, how they decline. He describes how companies can under-perform by forgetting
Read the full story...
Posted in Great Performances | Tagged Customer Loyalty, Customer-Centric, Great Performances, Leading Change, 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.
