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By Bill Self on November 16, 2011
The Customer 3D™ system uses a measurement process, which can quantify the progress toward becoming more customer-centered. 3D leaders never stand still in their search for new ways to make their organization work better for their customers.
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Posted in Customer 3D™ | Tagged Customer 3D™, Customer Culture, Customer Experience, Innovation, Performance Measures
By Bill Self on October 26, 2011
The Customer 3D™ system inside an organization measures momentum or the “amount of motion” that is happening for customers. It transcends individual transactions to ask, “What else can we improve?” It tracks how organizations touch customers’ lives.
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Posted in Customer 3D™ | Tagged Customer 3D™, Customer Experience, Customer-Centricity, Innovation
By Bill Self on July 27, 2011
One-dimensional companies look at what they can or cannot do, rather than what the customer needs or values. Customer-centered companies think proactively and innovate with creative ideas that will benefit the customer and that will also work out better for employees.
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Posted in Differentiation | Tagged Competitive Advantage, Creative Ideas, Customer Experience, Innovation
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 November 17, 2010
A great measure of an organization’s focus on customer success is how customers perceive their Return on Effort. High-performing companies are always searching for ways to design more user-friendly processes. This goal of reducing customer effort can best be achieved in a “question-everything” organizational culture.
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Posted in Customer Experience | Tagged Customer Experience, Customer Strategy, Design Thinking, Innovation, Service Design
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 September 29, 2010
By being customer-centric, you will you position yourself to notice things that you hadn’t noticed before. Your creativity will increase and so will your proactivity in designing new ideas for customers.
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Posted in Innovation | Tagged Creativity, Customer Closeness, Design Thinking, Innovation
By Bill Self on August 18, 2010
Customer-centered organizations create positive customer conditioning through a system that delivers great company-wide ideas, not through transactional courtesy on the part of individual employees.
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Posted in Leading Change | Tagged Company Culture, Customer Loyalty, Innovation, Leading Change
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 July 28, 2010
A culture of giving which brings what Seth Godin calls “gifts that touch us, gifts that change us” to customers will place those organizations at the center of their customers’ universe.
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Posted in Brand Loyalty | Tagged Brand Loyalty, Customer Care, Innovation, 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.
