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Leading Change
By Bill Self on April 20, 2011
Customer-centricity will create a new dimension of success that many companies cannot picture because they are being held back by their assumptions. The journey starts with the realization that success will come when a different organizational culture is in place and that it is worth the effort to change.
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Posted in Leading Change | Tagged Change Management, Company Culture, Leading Change, Vision
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 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 March 24, 2010
The Customer-Centric Index™ measures closeness with external customers and strength of relationships with internal customers. It’s geared to focus on silo-busting. It’s systematic and consists of highly-specific measures of the behaviors that experience has shown will make organizations more customer-centric.
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Posted in Customer-Centricity | Tagged Customer Closeness, Customer Loyalty, Leading Change
By Bill Self on March 17, 2010
Why should any supplier-centric organization switch to being customer-centric? It’s not difficult to imagine the arguments against the change: “Customer-centricity is an abstract idea. It involves a culture change. We prefer pragmatic results to ideology. Show us the benefits.”
Here’s a look at the “Why” of customer-centricity.
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Posted in Customer-Centricity | Tagged Customer Closeness, Differentiation, Leading Change
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 10, 2010
The word “engagement” with customers is used too casually. In a customer-centered view, you would not “win” and “keep” customers, but rather, cooperate with them as partners for a single purpose.
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Posted in Customer Loyalty | Tagged Customer Closeness, Differentiation, Leading Change
By Bill Self on January 13, 2010
No organization can afford to stand still. The best way to avoid inertia is to think like a customer. Because innovation is on a continuum, companies must constantly evaluate where they are.
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Posted in Leading Change | Tagged Customer Closeness, Differentiation, 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.
