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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
By Bill Self on July 14, 2010
Companies should be asking: What things are our customers missing that we could give them (which will make us really different)? Being customer-centered is the essence of differentiation.
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Posted in Differentiation | Tagged Customer focus, Differentiation, Innovation
By Bill Self on June 23, 2010
Most supplier-centric organizations rationalize that they know what customers need. What these companies perceive to be needs fall far short of what customers want. Customer-centric organizations look for new opportunities to offer to their customers, rather than waiting for them to be asked for.
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Posted in Great Performances | Tagged Competitive Advantage, Customer Closeness, Innovation, Thinking Like a Customer
By Bill Self on June 16, 2010
Design thinking is purposeful. It is the optimistic way of the future, focused on discovering and implementing new ideas for customers. In fact, design thinking can only be successful when it approached with a positive bias for customers.
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Posted in Design Thinking | Tagged Design Thinking, Differentiation, Innovation
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 March 3, 2010
Make sure that your organization is prepared for change by putting some customer-centered monitors in place that will condition everyone to look for new ways by questioning the old ways. Set up a process to evaluate change on customers’ terms, not yours. It will be a great platform to start discussions of ways to strengthen your organization by consistently looking for ways to outperform.
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Posted in Leading Change | Tagged Customer Closeness, Differentiation, Innovation, Leading Change
By Bill Self on February 24, 2010
Customer-centricity will not happen unless your organization is curious about customers and what they will need in the future. Create a culture that is continuously looking for ways to learn more about customers. Don’t become complacent. Be an explorer.
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Posted in Leading Change, Uncategorized | Tagged Change Management, Customer Closeness, Innovation
By Bill Self on August 19, 2009
Much of our client work involves assisting leaders in developing their organizations to become more customer-centered. But what if the leaders don’t get it? What if they think they know all the right answers about customers already?
A phrase that you hear a lot these days is “They don’t know what they don’t know”. I recently
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Posted in Leading Change | Tagged Customer-Centric, Differentiation, Great Performances, Innovation, 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.
