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Great Performances
By Bill Self on September 14, 2011
Customer 3D™ businesses focus on identifying new opportunities. Whereas product-centered companies during “down” times ask customers for additional orders on existing products, Customer 3D™ organizations look for new products and processes for customers.
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Posted in Customer 3D™ | Tagged Customer 3D™, Customer Closeness, Customer Connection, Great Performances
By Bill Self on August 17, 2011
But we don’t pay attention until they are really good. Exceptionally customer-centered organizations have an energy that attracts faithful customers who have noticed what makes them different and rewarded them with go-nowhere-else loyalty. Customers show up because of the company and the product is no longer part of the decision. They already know the product is going to be good.
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Posted in Customer-Centricity | Tagged Competitive Advantage, Customer Closeness, Customer Experience, Great Performances
By Bill Self on May 18, 2011
All customer-centered businesses have confidence in their capabilities and inventiveness. Their leaders educate the organization by modeling creativity and calling on inner resources to take care of every situation.The message is clear: “Focus on our customers rather than ourselves.”
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Posted in Organizational Purpose | Tagged Company Culture, Creative Ideas, Customer Strategy, Employee Motivation, Great Performances, Positive Leadership
By Bill Self on September 22, 2010
In order to WOW customers, change your culture from supplier-focused to customer-focused. Thinking like a customer will make it clear to everyone what WOW means.
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Posted in Customer Experience | Tagged Customer Closeness, Customer Delight, Customer Experience, Great Performances
By Bill Self on August 11, 2010
Use creative ways shake up your thinking and to open “the floodgates of inspiration.” Lisa Aschmann’s song scenarios provide innovative ideas for doing great things for customers.
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Posted in Innovation | Tagged Creativity, Great Performances, Innovation, Leading Change
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.
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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.
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Posted in Employee Empowerment | Tagged Customer Connection, Customer Loyalty, Great Performances
By Bill Self on April 21, 2010
Innovation happens when organizations think like their customers. The approach should be built on the goal of making the exception the rule. Organizations should constantly be looking for a better way to accomplish what they are doing. And it should always be based on the real-world needs of the customer.
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Posted in Leading Change | Tagged Customer Care, Great Performances, Innovation
By Bill Self on April 14, 2010
The power of customer-centricity is strongest at Levels 2 and 3, which create a balanced system that permeates the internal silos that exist in most businesses. These high-level, customer-centered strategies produce higher loyalty and customer closeness in organizations that embrace them.
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Posted in Customer-Centricity | Tagged Great Performances, Leading Change, New Ideas
By Bill Self on March 31, 2010
Teams should use creative storytelling to sell customer-connection ideas within their organizations. Visual examples will make the argument more convincing.Clear reasoning will take you from a state of “I think we should…” to “Here is what change will mean to our customers.”
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Posted in Leading Change | Tagged Creative Ideas, Great Performances, Leading Change
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.
