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 January 5, 2011
Real customer-centricity will not happen without a strong culture that is empowered to think first about customer needs. Changing the culture of your business from product-centric and rules-driven requires leadership that expects employees to “do the right thing” for customers
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Posted in Organizational Purpose | Tagged Customer-Centered, Employee Empowerment, Organizational Culture, Positive Leadership
By Bill Self on August 4, 2010
“Because customers tolerate it” is no longer an acceptable reason in any forward-thinking organization. It is one thing to talk about customer care; it is a completely different approach to share the journey with those customers by providing them with what they need and expect.
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Posted in Leading Change | Tagged Customer Care, Differentiation, Positive Leadership
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.
