Thinking like a customer, when it is engrained in a culture, creates freedom – the willingness to point out shortfalls in current company processes and the passion to identify new opportunities that will make their company easier to work with.

Our perceptions of self-service are changing. However, self-service must be customer-centered. Companies must ask themselves whether the change saves customer effort, making the process more convenient & more straightforward.

Big picture thinking provides organizations with the best experience that the “picture” is changing over time. The behaviors of employees (executives and others) have a tremendously better probability of staying ahead of those changes by centering their actions and decisions on the biggest picture of all: customers.