thinking like a customer

thinking like a customer

Press Release 03-15-2012

By on March 14, 2012


Contact: Heidi Wirth
ph: 585 295 1056, [email protected]

5 ways to meet customer expectations.

Rochester, New York – March 14, 2012 – Companies are under-performing for their customers and don’t even realize it. That’s because customer expectations are higher than they have ever been.

“Customers have never been more important, yet most companies don’t realize how to re-design their organizations to keep pace with higher customer expectations,” explains Bill Self, author of the book, Customer 3D: A New Dimension for Customers, “If organizations are going to perform better for their customers, it will not be within the same business-as-usual mindset. Today, success for any high-performing organization places the customer at the center of its purpose. Until now, we haven’t had a name for it. Now we can call it Customer 3D.”

Here are Self’s tips for educating organizations to think like their customers:

  1. Establish customer-centered goals and measure progress toward those goals
  2. Consistently do the detective work to discover underserved customer needs
  3. Empower employees to develop ideas that add value to customers
  4. Simplify processes to make it easier for customers to do business with your organization.
  5. Share lots of stories internally about employee actions that created customer success.

Customer 3D: A New Dimension for Customers will be available at online book retailers on June 15, 2012. For more information, visit

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