By Bill Self on January 25, 2012
When Customer 3D capabilities are in place, employees are prepared to deliver exceptional customer-centered performance when needed. They can draw on a confidence and reserve that 1D organizations simply cannot understand. It is very much a difference-maker.
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Posted in Customer 3D™ | Tagged Customer 3D™, Customer Experience, Customer-Centric, Employee Empowerment, outperform
By Bill Self on December 28, 2011
The Customer 3D system creates enthusiasm among employees because they are aligned around doing something meaningful for their customers. Work becomes much more satisfying and they become more effective.
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Posted in Customer 3D™ | Tagged Customer 3D™, Employee Empowerment, Employee Motivation, Organizational Culture, Organizational Purpose
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 January 5, 2011
Real customer-centricity will not happen without a strong culture that is empowered to think first about customer needs. Changing the culture of your business from product-centric and rules-driven requires leadership that expects employees to “do the right thing” for customers
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Posted in Organizational Purpose | Tagged Customer-Centered, Employee Empowerment, Organizational Culture, Positive Leadership
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 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 March 4, 2009
Being customer-centric is the best way to supercharge your organization. When I present to audiences about thinking like a customer, they all say they want to become more customer-centric. However, few of them can really articulate WHY they want to become that way.
Let’s explore the benefits of transitioning your organization to becoming more customer-centric. First
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Posted in Customer-Centricity | Tagged Customer Loyalty, Customer Satisfaction, Customer-Centricity, Employee Empowerment, 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.
