By Bill Self on August 10, 2011
Customer-centricity is an attitude, which can be compared with a company’s wellness program. It is an effort that will bring about positive change in employees and elevate their confidence to take care of customer needs. It also becomes the foundation of better overall health for the organization.
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Posted in Leading Change | Tagged Abundance Gaps, Customer Culture, Differentiation, Employee Empowerment, Organizational Purpose, Vision
By Bill Self on May 4, 2011
Mature organizations have chosen to center their activities on what is best for the customer. Their primary purpose is customer success and they approach this goal with, as Nietzsche said, the intensity of a child at play.
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Posted in Organizational Purpose | Tagged Company Culture, Customer Connection, Organizational Purpose, Vision
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 February 2, 2011
The original customer relationship systems that you developed were acceptable 10-20-30 years ago are becoming obsolete. Remastering, however, is available through new systems that replace mechanistic, product-centric cultures with more organic, customer-centric versions.
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Posted in Customer Strategy | Tagged Change Management, Competitive Advantage, Customer Strategy, Differentiation, Vision
By Bill Self on January 14, 2009
Organizations will not be successful by making old ways more efficient. The competitive environment is changing so rapidly that a lean cost structure is no longer a differentiator. Instead, the advantage going forward will go to the companies that can develop a solidly different vision that tests their decisions based on what is best for
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Posted in Differentiation | Tagged Competitive Advantage, Differentiation, Thinking Like a Customer, Vision
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.
