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Differentiation
By Bill Self on September 22, 2011
3D customer thinking within organizations makes those companies very difficult to copy. The Customer 3D™ system takes customer-centricity to a new dimension by delivering real differentiation between your organization and the rest of the market.
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Posted in Customer 3D™ | Tagged Competitive Advantage, Customer 3D™, Customer Connection, Differentiation
By Bill Self on August 10, 2011
Customer-centricity is an attitude, which can be compared with a company’s wellness program. It is an effort that will bring about positive change in employees and elevate their confidence to take care of customer needs. It also becomes the foundation of better overall health for the organization.
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Posted in Leading Change | Tagged Abundance Gaps, Customer Culture, Differentiation, Employee Empowerment, Organizational Purpose, Vision
By Bill Self on March 30, 2011
Instead of fine-tuning the status quo, customer-centered organizations find opportunities to make the process more valuable by solving consumers’ problems.
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Posted in Design Thinking | Tagged Company Culture, Creativity, Differentiation, Innovation
By Bill Self on March 2, 2011
Solution-selling must be customer-centered. In order to be successful, it must make the primary customer’s product better in the eyes of the secondary customer. It has to be focused on the customer’s customer.
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Posted in Innovation | Tagged Competitive Advantage, Customer Care, Customer Strategy, Differentiation
By Bill Self on February 2, 2011
The original customer relationship systems that you developed were acceptable 10-20-30 years ago are becoming obsolete. Remastering, however, is available through new systems that replace mechanistic, product-centric cultures with more organic, customer-centric versions.
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Posted in Customer Strategy | Tagged Change Management, Competitive Advantage, Customer Strategy, Differentiation, Vision
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 December 1, 2010
Customer-centered organizations create a deeper relationship with customers. By moving beyond a product-centric, “A to B” mentality, their culture of continuous improvement for all of their customers builds a more substantive relationship. They are legendary, rather than ordinary.
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Posted in Organizational Purpose | Tagged Customer Closeness, Customer Loyalty, Differentiation, Organizational Culture
By Bill Self on November 3, 2010
Organizations don’t need a committee to decide what makes sense for the customer. They need guiding principles that will permit freedom to design great ideas, but with an unmistakable gauge—the customer.
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Posted in Design Thinking | Tagged Customer Culture, Differentiation, Employee Empowerment, Innovation, Organizational Purpose
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 August 4, 2010
“Because customers tolerate it” is no longer an acceptable reason in any forward-thinking organization. It is one thing to talk about customer care; it is a completely different approach to share the journey with those customers by providing them with what they need and expect.
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Posted in Leading Change | Tagged Customer Care, Differentiation, Positive Leadership
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.
