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 September 29, 2010
By being customer-centric, you will you position yourself to notice things that you hadn’t noticed before. Your creativity will increase and so will your proactivity in designing new ideas for customers.
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Posted in Innovation | Tagged Creativity, Customer Closeness, Design Thinking, Innovation
By Bill Self on September 8, 2010
All organizations should have a clean, clear vision of how they look to their customers—a 3D version that includes every aspect of the relationship. It doesn’t just happen. The organization must create a system to “shine a light” on itself in order to be useful to the customer.
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Posted in Organizational Purpose | Tagged Customer Closeness, Design Thinking, Organizational Culture
By Bill Self on June 30, 2010
Formulaic lists about how to succeed in business are too prescriptive. Instead, go back to the basic needs that your customers are asking to be filled and work forward from that point. Produce intelligence that leads to meaningful answers about how the customer will prosper.
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Posted in Design Thinking | Tagged Creativity, Customer Closeness, Design Thinking, Differentiation
By Bill Self on June 16, 2010
Design thinking is purposeful. It is the optimistic way of the future, focused on discovering and implementing new ideas for customers. In fact, design thinking can only be successful when it approached with a positive bias for customers.
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Posted in Design Thinking | Tagged Design Thinking, Differentiation, Innovation
By Bill Self on February 17, 2010
Our success in generating innovative customer-centered thinking becomes stronger when our “ability to make new combinations is heightened by our ability to see relationships.” As in a kaleidoscope. new patterns develop and create exciting combinations when the variety of experiences that our teams bring to the search lead to fresher ideas within our organizations.
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Posted in Customer-Centricity | Tagged Creativity, Design Thinking, Differentiation
By Bill Self on January 27, 2010
Tomorrow’s success does not come from yesterday’s thinking. Dramatic change can only happen through commitment to a heuristic system which enables organizations to focus on designing products and services driven by customers’ needs.
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Posted in Leading Change | Tagged Customer Needs, Design Thinking, 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.
