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Thanks for telling us about the problem. Return to Book Page. Preview — Customer 3D by Bill Self. The majority of traditional efforts that businesses make for customers are additive: individual acts of good customer performance simply stand alone.

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What if organizations empowered employees to make purposeful customer decisions which looked far beyond a transactional mindset? That is where 3D organizations operate — making them exceptional. That is how 3D organizations drive stronger customer loyalty and brand commitment. Get A Copy. Paperback , pages. More Details Other Editions 1. Friend Reviews. To see what your friends thought of this book, please sign up. To ask other readers questions about Customer 3D , please sign up.

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About the author With more than 25 years of customer research and business leadership experience, Bill Self has devoted his career to studying how topperforming companies separate themselves from their competition by being exceptionally customer-centered. Today, he concentrates on helping companies learn how to transform their organizations into market leaders by focusing on the success of their customers. For the sake of full disclosure: I got a review copy from the author.

As a gesture of apprecia About the author With more than 25 years of customer research and business leadership experience, Bill Self has devoted his career to studying how topperforming companies separate themselves from their competition by being exceptionally customer-centered.

As a gesture of appreciation I promised to share my thoughts with a wider audience. The core What is customer 3D about? First consider it to be a strategy that leaders are following to outperform traditional business models. It is also a system a systematic approach to transform product-centric organizations into customer-centric organizations.

Product-centric also includes service organizations. Customer centric implies that customers are at the center of every activitiy, working from a customer-directed set of goals and a fully understood customer strategy.

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An organization that is 3D-customer centric communicates with customers pro-actively not reactively. The essence of an organization that is customer-centered is its willingness to thing like its customers. When companies focus on customer solutions, their range of vision opens up and they begin looking for opportunities that were all along, but were unnoticed. The Customer 3D system links all of the component parts of an organization around a primary purpose: customer success. It is also a movement that will strengthen the way companies connect with their customers.

It is often stated that there will be more changes in the forthcoming decade than there have been in the previous decades. As leaders need to gather and apply information that will help their organizations to adapt and thrive. No one can assume that the success of the past will continue in the near future. With more than 25 years of business leadership, his market research validates what extraordinarily customer-centered companies do well to separate themselves from average performers. Get a free autograph for Customer 3D through Authorgraph. Today, Bill shows companies how to develop market leadership through stronger customer connections.

Customer 3D challenges traditional thinking. In doing so, it forces you to look closely at the realities of your own organization, to ask, "Are we as customer-centered as we thought? I recommend Customer 3D for any organization -- to stimulate your thinking, re-energize your commitment to customers, and define steps you can take.


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It replaces traditional, out-of-date practices with a vibrant system that will transform corporate cultures and deliver much higher organizational performance. This book expertly shows us the future and how companies will achieve powerful, expansive customer connections. He goes beyond the typical rhetoric of customer service, providing specific, proven steps that drive passionate focus on your customer.

This book is practical, not just theoretical. It is a practitioner's guide to how cultures can be shifted to focus on your customer's needs, such as identifying the end purpose behind your business, educating your customers, and legendary staff performance.

With painstaking calculation, he reinforced the idea that the Earth was not the center of the universe. And, he revolutionized our thinking!

Bill Self is about to do the same to the universe of customer relations. Sadly, everyone can describe a horrific experience with a "customer service department. Expect Bill Self's engaging and passionate book to launch a new revolution. You have your product plans and your financial plans and your operational plans already laid out.

Now, it's time to focus on your customer strategy. Customer 3D provides comprehensive support to your organization on its journey to customer-centricity. Everything we do is tailored to your unique requirements for developing a customer-focused, idea-generating culture.

Take Care of Customers

Your customers will experience a proactive supplier that is committed to their long-term success. We drive organization-wide cultural change and re-orientation toward a customer mind-set. We help organizations design strategies, synthesize work systems, and evaluate processes for working in ways that are most valuable to customers.

We enable alignment among facilities, departments and teams with corporate goals to properly service customers. Creating an organization-wide customer measurement system is critical. Our systems and metrics, like our Customer 3D Index, enable you to measure changes in behavior and can be linked in to other growth-related measures for your overall business. To facilitate the transition, we provide training workshops for executives and all employees to help them think like their customers. Learning components include innovative techniques such as Thinking Like a Customer and Design Thinking.

This education helps participants to better understand and buy into the customer-centric transformation. To ensure continuity of customer-centered behavior throughout the organization, we help clients create a comprehensive long-range customer relationship plan and the systems for monitoring performance.

We show you how to use customer-centered behaviors, including social media, to differentiate the organization from competitors and to provide a cohesive value proposition to customers. A new type of leadership is emerging. Customer 3D is driving a new spirit in business, one that is revolutionizing the relationships organizations have with their customers. Bill has presented to organizations around the world on how to build a sustainable, customer-centric culture that takes customer connections to a new dimension.

Unlike other customer loyalty speakers, he has the in-depth, practical skills and knowledge to help you make a deep and lasting transformation in your business. Many in the customer loyalty field focus strictly on conventional strategies and tactics for employees in direct contact with customers.

Bill makes a compelling case that getting everyone focused on customer success is the ultimate key to achieving the highest levels of customer-centric excellence.