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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 Loyalty | 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
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
By Bill Self on January 20, 2010
Default procedures offer companies the chance to save their customers time and money, and help them maneuver through complexity. In every process, however, leaders should imagine themselves in the shoes of the people they serve.
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Posted in Customer Education | Tagged Customer Care, Customer Closeness, Great Performances
By Bill Self on January 6, 2010
Level 3 is transformational. At this stage, organizations have created a system that is based on design thinking, which makes us attentive, like a good designer and helps us “discard pre-existing ideas” about what customers value.
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Posted in Differentiation | Tagged Customer-Centricity, Great Performances
By Bill Self on November 4, 2009
Avoid complexity for your customers. The best way to prove yourself to them is to make their lives simpler.
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Posted in Customer-Centricity | Tagged Differentiation, 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.
