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Customer Connection

Re-Defining Customer Service

By on February 6, 2014

The definition of great customer service is changing…for the better. The Customer 3D™ approach is taking suppliers’ expectations to a new dimension for their customers. What used to be acceptable in the product-centered world is being expanded by a new, customer-centered mentality. My book, Customer 3D: A New Dimension for Customers, was released today. I am […]

Thinking Forward

By on October 18, 2013

Customer service is being re-invented with an attitude that is very different from what we are used to seeing. Companies are beginning to think forward for their customers—to anticipate how they can become a more valuable partner. Steve Jobs once described the difference between TV and the Web as Lean Back vs. Sit Forward media. […]

Anti-Complexity Officer

By on October 10, 2013

We have enough complexity already. Consequently, we have less and less patience with suppliers that expect us to figure out how to do business with them. We have heard a lot in recent years about the Chief Customer Officer (CCO). How about an Anti-Complexity Officer whose job it is to advocate for simplified processes for […]

Thinking Forward

By on October 24, 2012

Steve Jobs once described the difference between TV and the Web as Lean Back vs. Sit Forward media. Today,we have created a world in which access to everything is more direct—news, information searches, etc. From the standpoint of effort we have to put into it, we expect tomorrow's product or process to be easier and more intuitive for us. In this new world order, a Sit Forward organization must have a different metabolism to keep its customers involved.

Go Against the Flow

By on August 15, 2012

The mindset of many futurists, unfortunately, relies on the tendency to see the future as simply a variation on the present. Today, while most product-centered companies are focused on the limited, “predictable” ways of working for their customers, another movement is emerging — Customer 3D™.

Changing Times

By on August 1, 2012

Customer 3D™ is delivering a more customer-centered alternative, in contrast to those organizations who still insist on thinking about customer service as they did years ago. In the 1960's, Bob Dylan wrote and sang, “Your old road is Rapidly agin' (The Times They are A-Changing)” but the message is still true. The future will belong to businesses that are more creative and empathetic than what we have accepted as good enough until now.

Re-Defining Customer Service

By on June 18, 2012

The definition of great customer service is changing…for the better. The Customer 3D™ approach is taking suppliers’ expectations to a new dimension for their customers. What used to be acceptable in the product-centered world is being expanded by a new, customer-centered mentality.

Black Friday Revisited

By on December 7, 2011

Black Friday techniques are built on short-term tactics that primarily benefit the seller. A customer-centered mindset thinks differently. It focuses on long-term connections that are grounded in making customers more committed to maintaining a strong relationship with their suppliers.

Uncopyable

By on September 22, 2011

3D customer thinking within organizations makes those companies very difficult to copy. The Customer 3D™ system takes customer-centricity to a new dimension by delivering real differentiation between your organization and the rest of the market.

The Time Spent on Customers

By on September 14, 2011

Customer 3D™ businesses focus on identifying new opportunities. Whereas product-centered companies during “down” times ask customers for additional orders on existing products, Customer 3D™ organizations look for new products and processes for customers.

Customer Maturity: A New Definition

By 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.

How to Eliminate Customer Boundaries

By on October 6, 2010

Boundaries disappear with a customer strategy that is proactive and focused, not reactive. It should articulate a basic philosophy that aligns all employees and brings confidence and clarity to how they can contribute to stronger customer connections.

Anti-Complexity Officer

By on June 2, 2010

The Anti-Complexity Officer would advocate for simplified processes allowing no compromises internally when the customer is involved.

The Pronoun Test

By on May 19, 2010

A simple pronoun can mean the difference between sustainability and stagnation for an organization. Customer-centered workplaces always think “outside-in” by figuratively bringing their customers inside and reflecting a mindset of helping the customer succeed.

Viewing Jobs Differently

By on April 28, 2010

Customer-centricity simply doesn’t happen without deeply caring employees who are encouraged to innovate for their customers. It cannot be mandated. It needs to be cultural. They have to feel they are part of building something that is purposeful.

Timeless Customer Connections

By on December 30, 2009

There is a fundamental quality of great customer relations that many organizations have lost. The timeless system for customers is not going back, but beyond what exists today. The new paradigm represents congruence with your customers. It is authentic.