By Bill Self on August 25, 2010
When the core value of an organization rests on what is best for the customer, a culture is created in which employees are part of a group that has “clicked” by being customer-centered.
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Posted in Organizational Purpose | Tagged Company Culture, Customer Closeness, Employee Motivation, Organizational Purpose
By Bill Self on April 28, 2010
Customer-centricity simply doesn’t happen without deeply caring employees who are encouraged to innovate for their customers. It cannot be mandated. It needs to be cultural. They have to feel they are part of building something that is purposeful.
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Posted in Employee Loyalty | Tagged Customer Care, Customer Connection, Employee Motivation
By Bill Self on March 18, 2009
Becoming customer-centric is transformational and it requires a change in culture as well as in process design. It demands a long-term commitment that involves everyone in your organization. However, there is one proven method to jump-start the process in a way that will accelerate the company-wide commitment to the journey.
The graphic with this article shows
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Posted in Customer-Centricity | Tagged Customer Commitment, Customer-Centric, Customer-Centricity, Employee Motivation, 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.
