• "I always have people sit down and write a list of every customer they have and where they came from ... and the first thing I think every entrepreneur should do is not look at something new, but go and do three times the effort in that arena that brought you that business in the first place."
Barbara Corcoran, Business Expert
  • "My metric for success can be summed up in one phrase: earn customers for life."
Mary Barra, Chair and CEO General Motors
  • "I won't complain. I just won't come back."
Brown & Williamson Tobacco Ad
  • "We take most of the money that we could have spent on paid advertising and instead put it back into the customer experience. Then we let the customers be our marketing."
Tony Hsieh, CEO Zappos
  • "Everyone is a potential customer."
Mellody Hobson, President Ariel Investments
  • "Great service organizations tend to do three things well in their relationship with culture. They have deep clarity about the organizational culture they must cultivate in order to compete and win. They are effective in signaling the norms and values that embody that culture. And they work hard to ensure cultural consistency, alignment between the desired culture and organizational strategy, structure, and operations."
Frances Frei, Author "Uncommon Service"
  • "To earn the respect (and eventually love) of your customers, you first have to respect those customers. That is why Golden Rule behavior is embraced by most of the winning companies."
Colleen Barrett, Southwest Airlines President Emerita
  • "Virtually nothing else is as important as how one is made to feel in any business transaction. Hospitality exists when you believe the other person is on your side."
Danny Meyer, Restaurateur and Author
  • "What is necessary is to listen to your customers: understand their needs, expectations and jobs to be done, and design an experience that meets those needs. The same goes for your employees."
Annette Franz, Founder CX Journey
  • "When you assume negative intent, you're angry. If you take away that anger and assume positive intent, you will be amazed."
Indra Nooyi, CEO Pepsico
  • "It never ceases to amaze me that companies spend millions to attract new customers (people they don’t know) and spend next to nothing to keep the ones they’ve got! Seems to me the budgets should be reversed!."
Tom Peters, Speaker and Author
  • "Upgrade your user, not your product. Value is less about the stuff and more about the stuff the stuff enables. Don't build better cameras — build better photographers."
Kathy Sierra, Author and Educator
  • "'Fabulous Customer Service' sounds user-centered but it’s often just a company-centered focus masquerading as user-centered. The role of customer service is to support and enable users to not just feel better, but to be better."
Kathy Sierra, Author and Educator
  • "Customers long to interact with — even relate to — employees who act like there is still a light on inside."
Chip Bell, Founder Chip Bell Group
  • "Customers who love you won't be able to stop raving about you. But you have to earn the right to their story first."
Jeanne Bliss, Customer Service Expert
  • "The magic formula that successful businesses have discovered is to treat customers like guests and employees like people."
Tom Peters, Speaker and Author
  • "If anybody ever called our number, it would be picked up in less than two rings with a friendly voice answering, 'CD Baby.' From 7 am to 10 pm, there was always somebody to pick up a call in two rings. No voice mail system; no routing to different departments. We treated our customers like our best friends. You don't route your best friend's call to an automated system!"
Derek Sivers, Founder CD Baby
  • "A brand not responding on Twitter is like hanging up the phone on customers. With millions watching."
Dave Kerpen, Co-founder of Likeable Media
  • "All businesses need to be young forever. If your customer base ages with you, you're Woolworth's."
Jeff Bezos, Founder Amazon
  • "If you have a job without aggravations, you don't have a job."
Malcolm Forbes, Former Publisher of Forbes Magazine
  • "I empathize with women in their high heels so I'll be there in my kilt and T-shirt and I'll walk around all day just to prove that if I can wear the shoes for 36 hours then certainly our customer can wear them."
Marc Jacobs, Fashion Designer
  • "There's a battle between what the cook thinks is high art and what the customer just wants to eat."
Mario Batali, Chef, Writer and Media Personality
  • "You know your business model is broken when you're suing your customers."
Paul Graham, Venture Capitalist and Co-founder of Y Combinator
  • "It's better to hang out with people better than you. Pick out associates whose behavior is better than yours and you'll drift in that direction."
Warren Buffett, Business Magnate
  • "You can buy a person's time; you can buy their physical presence at a given place; you can even buy a measured number of their skilled muscular motions per hour. But you cannot buy enthusiasm ... You cannot buy loyalty ... You cannot buy the devotion of hearts, minds, or souls. You must earn these."
Clarence Francis, Former Chair of the Board General Foods Corporation
  • "The single most important thing is to make people happy. If you are making people happy, as a side effect, they will be happy to open up their wallets and pay you."
Derek Sivers, Founder CD Baby
  • "Customer service is the new marketing."
Derek Sivers, Founder CD Baby
  • "To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity."
Don Alden Adams, President Watch Tower Bible and Tract Society of Pennsylvania
  • "Sometimes one can become lost in a big company and lose sight of how what one does truly helps or impacts the end customer. If you are one of those, think of a fire brigade, a line of people passing buckets of water from one to the other from a source of water to the site of the fire. An individual in the brigade may not be able to see the end result, i.e., the water being thrown on the fire to put it out, but the contribution of the individual is indispensable to the final outcome."
Grant Bright, Former Project Lead IBM
  • "Don't find fault. Find a remedy."
Henry Ford, Founder Ford Motor Company
  • "Most people spend more time and energy going around problems than in trying to solve them."
Henry Ford, Founder Ford Motor Company
  • "We are superior to the competition because we hire employees who work in an environment of belonging and purpose. We foster a climate where the employee can deliver what the customer wants. You cannot deliver what the customer wants by controlling the employee."
Horst Schulze, Former Ritz Carlton President
  • "Employees who are controlled cannot respond caringly, you need superior knowledge and real leadership, not management. Because of this we specifically developed a selection process for leaders; we don't hire managers."
Horst Schulze, Former Ritz Carlton President
  • "Courteous treatment will make a customer a walking advertisement."
James Cash Penney, Founder J.C. Penney Stores
  • "Every great business is built on friendship."
James Cash Penney, Founder J.C. Penney Stores
  • "You cannot improve one thing by 1000% but you can improve 1000 little things by 1%."
Jan Carlzon, Former CEO of SAS
  • "We see our customers as invited guests to a party, and we are the hosts. It's our job to make the customer experience a little bit better."
Jeff Bezos, Founder Amazon
  • "A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well."
Jeff Bezos, Founder Amazon
  • "There are many who subscribe to the convention that service is a business cost, but our data demonstrates that superior service is an investment that can help drive business growth. Investing in quality talent, and ensuring they have the skills, training and tools that enable them to empathize and actively listen to customers are central to providing consistently excellent service experiences."
Jim Bush, EVP American Express
  • "A lot of people have fancy things to say about customer service, but it's just a day-in, day-out, ongoing, never-ending, persevering, compassionate kind of activity."
Christopher McCormick, CEO of L.L. Bean
  • "We don't want to push our ideas on to customers, we simply want to make what they want."
Laura Ashley, Fashion Designer
  • "Nordstrom's Rules for Employees: Rule # 1: Use your good judgment in all situations. There are no additional rules."
Nordstrom Employee Rules
  • "The most important thing in communication is hearing what isn't said."
Peter Drucker, Best-Selling Author
  • "Never underestimate the power of the human element. Whether it's assisting a guest with a special request or a friendly greeting from staff members in the hallway, the people aspect plays a key role in guest satisfaction and loyalty."
Ramez Faza, Sr. Account Manager at J.D. Power and Associates
  • "If you work just for money, you'll never make it, but if you love what you're doing and you always put the customer first, success will be yours."
Ray Kroc, Founder McDonald's
  • "Ritz Carlton Hotel has a policy that any employee can spend up to $2000 a day (without requiring any authorization from management) to solve the need or concern of any of their customers. On his way to Hawaii to deliver an important presentation, a businessman realized he had accidentally left his portable computer at a Ritz Carlton in Atlanta. His presentation was stored on the computer. He placed a frantic call to the hotel and was routed to housekeeping. They had found his computer. Please send by Federal Express, he requested. I absolutely need it tomorrow morning for my presentation. Imagine his surprise when Mary from housekeeping showed up in Hawaii early the next morning to hand deliver his computer. Mary was quoted as saying 'This was too important to trust FedEx with, so I decided to deliver it myself!'"
Ritz Carlton Company Policy
  • "Good customer service costs less than bad customer service."
Sally Gronow, Customer Manager Welsh Water
  • "Outstanding leaders go out of their way to boost the self-esteem of their personnel. If people believe in themselves, it's amazing what they can accomplish."
Sam Walton, Founder Walmart and Sam's club
  • "Your best customers leave quite an impression. Do the same, and they won't leave at all."
SAP Advertising
  • "Follow the customer, if they change, we change."
Sir Terry Leahy, Former CEO Tesco
  • "Rule 1: The customer is always right. Rule 2: If the customer is ever wrong, read Rule 1."
Stew Leonard's Grocery Store Customer Policy
  • "Solve it. Solve it quickly, solve it right or wrong. If you solve it wrong, it will come back and slap you in the face, and then you can solve it right. Lying dead in the water and doing nothing is a comfortable alternative because it is without risk, but it is an absolutely fatal way to manage a business."
Thomas Watson, Jr. Former President of IBM and US Ambassador to the Soviet Union
  • "So I think instead of focusing on the competition, focus on the customer."
Scott D. Cook, Foudner of Intuit
  • "Be dramatically willing to focus on the customer at all costs, even at the cost of obsoleting your own stuff."
Scott D. Cook, Foudner of Intuit
  • "We will ensure that associates continue to possess unsurpassed product knowledge and maintain their dedication to customer service and respect for their colleagues and for the communities in which they work and live."
Arthur Blank, Co-Founder The Home Depot
  • "Firms need to ensure that their ability to provide effective customer service keeps pace with their growth. If you're marketing your firm to new customers, you better be able to provide them service when they do business with you."
Arthur Levitt, Former Chairman of the SEC
  • "In our way of working, we attach a great deal of importance to humility and honesty; With respect for human values, we promise to serve our customers with integrity."
Azim Premji, Business Tycon
  • "Your most unhappy customers are your greatest source of learning."
Bill Gates, Co-founder Microsoft
  • "Bill Gates' Success Factors for Microsoft 1. Long-term Approach 2. Passion for Products and Technology 3. Teamwork 4. Results 5. Customer Feedback 6. Individual Excellence"
Bill Gates, Co-founder Microsoft
  • "Customers who are merely satisfied remain your customers only as long as everything goes their way."
Chip Bell, Founder Chip Bell Group
  • "It's much harder to provide a great customer service than I would have ever realised. It's much more art than science in some of these other areas and not just about the facts but about how you are conveying them."
David Yu, CEO Betfair
  • "Simple, clear purpose and principles give rise to complex intelligent behavior. Complex rules and regulations give rise to simple stupid behavior."
Dee Hock, Founder Visa Credit Card Association
  • "Don Keough's (CEO Coca-Cola) 11 Rules on "HOW TO LOSE": 1. Stop taking risks 2. Be content 3. Never deviate from what the founder did 4. Be inflexible 5. Rely totally on research and experts 6. Concentrate on competitors instead of your customers 7. Put yourself — not the customer — first 8. Solve administrative concerns first 9. Let others do your thinking for example, headquarters 10. Rely on T-G-E: "That's Good Enough" and T-N-M-J: "That's Not My Job!" 11. Rationalize slow growth"
Donald Keough, Former CEO Coca-Cola Company
  • "Customers don't expect you to be perfect. They DO expect you to fix things when they go wrong."
Don Porter, V.P British Airways
  • "Nothing is ever lost by courtesy. It is the cheapest of pleasures, costs nothing, and conveys much. It pleases him who gives and receives and thus, like mercy, is twice blessed."
Erastus Wiman, Former President Great Northwestern Telegraph Company of Canada
  • "If you wonder what getting and keeping the right employees has to do with getting and keeping the right customers, the answer is everything."
Fred Reichheld, Creator of Net Promoter System
  • "People want this level of engagement from the companies with which they do business — even the best of what formerly passed for good customer service is no longer enough. You have to be no less than a customer concierge, doing everything you can to make every one of your customers feel acknowledged, appreciated, and heard. You have to make them feel special, just like when your great-grandmother walked into Butcher Bob's shop or bought her new hat, and you need to make people who aren't your customers wish they were. Social media gives businesses the tools to do that for the first time in a scalable way."
Gary Vaynerchuk, Author "The Thank You Economy"
  • "Don't try to tell the customer what he wants. If you want to be smart, be smart in the shower. Then get out, go to work and serve the customer!"
Eugene Buckley, CEO Sikorsky Aircraft
  • "Remember that, in the end, the customer doesn't know, or care, if you are small or large as an organization — she or he only focuses on the garment hanging on the rail in the store."
Giorgio Armani, Fashion Designer
  • "It is not the employer who pays the wages. Employers only handle the money ... It is the customer who pays the wages."
Henry Ford, Founder Ford Motor Company
  • "Unless you have 100% customer satisfaction, you must improve."
Horst Schulze, Former Ritz Carlton President
  • "Our mission statement about treating people with respect and dignity is not just words but a creed we live by every day. You can't expect your employees to exceed the expectations of your customers if you don't exceed the employees' expectations of management."
Howard Schultz, CEO Starbucks Coffee
  • "Customers don't always know what they want. The decline in coffee-drinking was due to the fact that most of the coffee people bought was stale and they weren't enjoying it. Once they tasted ours and experienced what we call 'the third place' ... a gathering place between home and work where they were treated with respect ... they found we were filling a need they didn't know they had."
Howard Schultz, CEO Starbucks Coffee
  • "If you're not serving the customer, your job is to be serving someone who is."
Jan Carlzon, Former CEO of SAS
  • "If anything goes wrong, the customer doesn't care whose fault it is. He's the one who's going to suffer anyway."
Jan Carlzon, Former CEO of SAS
  • "Friends and colleagues' endorsements, discussed in real life or through Twitter and Facebook updates, are more likely to drive sales than even a positive user review posted on a site like Yelp or Amazon (but those matter, too)."
Jason Mittelstaedt, CMO RightNow Technologies
  • "If you do build a great experience, customers tell each other about that. Word of mouth is very powerful."
Jeff Bezos, Founder Amazon
  • "If you make customers unhappy in the real world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends."
Jeff Bezos, Founder Amazon
  • "If you're competitor-focused, you have to wait until there is a competitor doing something. Being customer-focused allows you to be more pioneering."
Jeff Bezos, Founder Amazon
  • "In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts"
Jeff Bezos, Founder Amazon
  • "We've had three big ideas at Amazon that we've stuck with for 18 years, and thy're the reason we're successful: Put the customer first. Invent. And be patient."
Jeff Bezos, Founder Amazon
  • "We have entered the era of the customer. Today, providing customers with outstanding customer service is essential to building loyal customers and a long lasting brand."
Jerry Gregoire, CIO Dell Computers
  • "Social media, and other cutting edge communications, have a place in any company's customer strategy, but the front-line of every company's service organization remains the telephone, and the customer service agent."
Jerry Gregoire, CIO Dell Computers
  • "Getting service right is more than just a nice to do; it's a must do. American consumers are willing to spend more with companies that provide outstanding service — ultimately, great service can drive sales and customer loyalty."
Jim Bush, EVP American Express
  • "This may seem simple, but you need to give customers what they want, not what you think they want. And, if you do this, people will keep coming back."
John Ilhan, Founder Crazy John's Mobile Phone Retail Chain
  • "For us, our most important stakeholder is not our stockholders, it is our customers. We're in business to serve the needs and desires of our core customer base."
John Mackey, co-CEO Whole Foods Market
  • "You are allowed to do this — don't worry about the rules, don't worry about getting into trouble, your job is to take care of the customer. Your job is to make the person leave happy."
John Pepper, Founder Boloco
  • "The more you engage with customers, the clearer things become and the easier it is to determine what you should be doing."
John Russell, VP Harley Davidson
  • "Getting in your last words may help you win the battle. However, even if you do win the battle, there is a good chance you will lose the war."
Kelley Robertson, Founder The Robertson Training Group
  • "Sell practical, tested merchandise at reasonable profit, treat your customers like human beings — and they will always come back."
Leon Leonwood Bean, Founder L.L. Bean
  • "Stellar service should be non-negotiable and merchants shouldn't hide behind self-service tools and technology when it comes to knowing their products and taking care of their customers."
Lauren Freedman, President The E-tailing Group
  • "Always keep in mind the old retail adage: Customers remember the service a lot longer than they remember the price."
Lauren Freedman, President The E-tailing Group
  • "My customer service pet peeve is a customer service rep who is not empowered to solve a problem."
Lauren Freedman, President The E-Tailing Group
  • "Whether it's a bored demeanor, a dismissive look or just plain rude behavior, sloppy customer service spells disaster faster than just about any other business transgression."
Lauren Simonds, Managing Editor of Small Business Computing
  • "Customer service is just a day-in, day-out ongoing, never-ending, unremitting, persevering, compassionate, type of activity."
Leon Gorman, Former CEO L.L. Bean
  • "Make your product easier to buy than your competition, or you will find your customers buying from them, not you."
Mark Cuban, Business Magnate
  • "It is so much easier to be nice, to be respectful, to put yourself in your customers' shoes and try to understand how you might help them before they ask for help, than it is to try to mend a broken customer relationship."
Mark Cuban, Business Magnate
  • "If the shopper feels like it was poor service, then it was poor service. We are in the customer perception business."
Mark Perrault, Co-Founder Rally Stores
  • "Goodwill is the only asset that competition cannot undersell or destroy."
Marshall Field, Founder Marshald Field and Company
  • "I think it's very important that whatever you're trying to make or sell or teach has to be basically good. A bad product and you know what? You won't be here in ten years."
Martha Stewart, Founder Martha Stewart Living Omnimedia
  • "Whether you are big or small, you cannot give good customer service if your employees don't feel good about coming to work."
Martin Oliver, Managing Director Kwik-Fit Financial Service
  • "Imagine a company that puts its shareholders first — only to discover that it has alienated its customers!"
Memo to CEOs, Fast Magazine
  • "The interesting thing is when we design and architect a server, we don't design it for Windows or Linux, we design it for both. We don't really care, as long as we're selling the one the customer wants."
Michael Dell, Founder of Dell
  • "Our business is about technology, yes. But it's also about operations and customer relationships."
Michael Dell, Founder of Dell
  • "Make your customers comfortable and they will give you their lives."
Paul Orfalea, Founder Kinko's
  • "Everyone in an organisation should be involved with customer service, not only are they feeling the customer but they are getting a feeling for what's not working."
Penny Handscomb, Chief People Officer at Mind Candy
  • "Quality in a service or product is not what you put into it. It is what the client or customer gets out of it."
Peter Drucker, Best-Selling Author
  • "The single most important thing to remember about any enterprise is that there are no results inside its walls. The result of a business is a satisfied customer."
Peter Drucker, Best-Selling Author
  • "The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself."
Peter Drucker, Best-Selling Author
  • "The purpose of a business is to create and keep a customer."
Peter Drucker, Best-Selling Author
  • "The definition of salesmanship is the gentle art of letting the customer have it your way."
Ray Kroc, Founder McDonald's
  • "Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in harmony with your brand image."
Richard Branson, Founder Virgin Group
  • "Customer service represents the heart of a brand in the hearts of its customers."
Kate Nasser, Speaker and Trainer
  • "Whatever your business is, talk to your customers and provide them with what they want. It makes sense."
Robert Bowman, CEO Major League Baseball Advanced Media
  • "Spend a lot of time talking to customers face to face. You'd be amazed how many companies DON'T listen to their customers."
Ross Perot, Founder EDS
  • "The more advocates you have, the fewer ads you have to buy."
Dharmesh Shah, CTO and Co-founder HubSpot
  • "The way to a customer's heart is much more than a loyalty program. Making customer evangelists is about creating experiences worth talking about."
Valeria Maltoni, Author and Strategist
  • "Business is not just doing deals; business is having great products, doing great engineering, and providing tremendous service to customers."
Ross Perot, Founder EDS
  • "You've got to look for a gap, where competitors in a market have grown lazy and lost contact with the readers or the viewers."
Rupert Murdoch, Media Mogul
  • "There is only one boss. The customer. And he can fire everybody in the company from the chairman on down simply by spending his money somewhere else."
Sam Walton, Founder Walmart and Sam's club
  • "Each Wal-Mart store should reflect the values of its customers and support the vision they hold for their community."
Sam Walton, Founder Walmart and Sam's club
  • "We let folks know we're interested in them and that they're vital to us. Cause they are."
Sam Walton, Founder Walmart and Sam's club
  • "Traditional corporations, particularly large-scale service and manufacturing businesses are organized for efficiency. Or consistency. But not joy. If you fear special requests, if you staff with cogs, if you have to put it all in a manual, then the chances of amazing someone are really quite low. These organizations have people who will try to patch problems over after the fact, instead of motivated people eager to delight on the spot. The alternative, it seems, is to organize for joy. These are the companies that give their people the freedom (and yes, the expectation) that they will create, connect and surprise. These are the organizations that embrace someone who make a difference, as opposed to searching the employee handbook for a rule that was violated."
Seth Godin, Best-Selling Author
  • "Most of your competition spend their days looking forward to those rare moments when everything goes right. Imagine how much leverage you have if you spend your time maximizing those common moments when it doesn't."
Seth Godin, Best-Selling Author
  • "The only purpose of customer service is to change feelings."
Seth Godin, Best-Selling Author
  • "Permission marketing turns strangers into friends and friends into loyal customers. It's not just about entertainment — it's about education. Permission marketing is curriculum marketing."
Seth Godin, Best-Selling Author
  • "The purpose of a business is to create a customer who creates customers."
Shiv Sing, Head of Global Brand & Marketing Transformation, Visa
  • "Good service is good business."
Siebel advertisment
  • "Consumers are statistics. Customers are people."
Stanley Marcus, Former Chairman of the Board of Neiman Marcus
  • "Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves."
Steve Jobs, Co-founder Apple
  • "A lot of companies have chosen to downsize, and maybe that was the right thing for them. We chose a different path. Our belief was that if we kept putting great products in front of customers, they would continue to open their wallets."
Steve Jobs, Co-founder Apple
  • "Your customers don't care about you. They don't care about your product or service. They care about themselves, their dreams, their goals. Now, they will care much more if you help them reach their goals, and to do that, you must understand their goals, as well as their needs and deepest desires."
Steve Jobs, Co-founder Apple
  • "You can't just ask customers what they want and then try to give that to them. By the time you get it built, they'll want something new."
Steve Jobs, Co-founder Apple
  • "Our DNA is as a consumer company — for that individual customer who's voting thumbs up or thumbs down. That's who we think about. And we think that our job is to take responsibility for the complete user experience. And if it's not up to par, it's our fault, plain and simply."
Steve Jobs, Co-founder Apple
  • "This is what customers pay us for — to sweat all these details so it's easy and pleasant for them to use our computers. We're supposed to be really good at this. That doesn't mean we don't listen to customers, but it's hard for them to tell you what they want when they've never seen anything remotely like it."
Steve Jobs, Co-founder Apple
  • "People don't want to communicate with an organization or a computer. They want to talk to a real live responsive responsible person who will listen and help them get satisfaction."
Theo Michelson, Agent State Farm Insurance
  • "If you don't genuinely like your customers, chances are they won't buy."
Thomas Watson, Jr. Former President of IBM and US Ambassador to the Soviet Union
  • "Zappos uses call center technology to track average call time per agent. But the goal isn't to reduce this average — it's more important that we make an emotional connection with the customer, rather than just quickly getting them off the phone."
Tony Hsieh, CEO Zappos
  • "70-75% of purchases came from returning customers. They order about 2.5x more than single customers."
Derek Carder, Loyalty Manager Zappos
  • "Give the public everything you can give them, keep the place as clean as you can keep it, keep it friendly."
Walt Disney, Founder Disney
  • "The longer you wait, the harder it is to produce outstanding customer service."
William H. Davidow,Former SVP Intel Corporation and Author Overconnected
  • "What's important at the grocery store is just as important in engines or medical systems. If the customer isn't satisfied, if the stuff is getting stale, if the shelf isn't right, or if the offerings aren't right, it's the same thing. You manage it like a small organization. You don't get hung up on zeros."
Jack Welch, Former Chairman and CEO of General Electric
  • "But the customer is the final, final filter. What survives the whole process is what people wear. I'm not interested in making clothes that end up in some dusty museum."
Marc Jacobs, Fashion Designer
  • "If you can't turn yourself into your customer, you probably shouldn't be in the ad writing bsuiness at all."
Leo Burnett, Advertising Executive
  • "The sole purpose of business is service. The sole purpose of advertising is explaining the service which business renders."
Leo Burnett, Advertising Executive
  • "We want consumers to say, 'That's a hell of a product' instead of, 'That's a hell of an ad.'"
Leo Burnett, Advertising Executive
  • "Anyone who thinks that people can be fooled or pushed around has an inaccurate and pretty low estimate of people — and he won't do very well in advertising."
Leo Burnett, Advertising Executive
  • "It takes great salesmanship to convince a customer to buy something from you that isn't built or isn't finished."
Fred Wilson, Venture Capitalist and Blogger
  • "It doesn't matter much where your company sits in its industry ecosystem, nor how vertically or horizontally integrated it is — what matters is its relative 'share of customer value' in the final product or solution, and its cost of producing that value."
Gary Hamel, Management Expert and Author
  • "Companies are starting to measure how effective their customer service is and trying to understand what they can do to improve the customer service process."
Sanjay Kumar, Former Chariman and CEO of Computer Associates
  • "So if you're a customer today, the same person who came in to demonstrate the technology for you and helped you architect the solution before you bought it is likely going to be leading the team to help you do the implementation."
Sanjay Kumar, Former Chariman and CEO of Computer Associates
  • "Companies cannot really see beyond their current customer base. They explicitly or implicitly do things to protect their current customers. And the last person to want real change is your customer. This is why most new ideas come from small companies that have nothing to lose."
Nicholas Negroponte, Founder MIT Media Lab and The One Laptop per Child Association
  • "It's not about market share. If you have a successful company, you will get your market share. But to get a successful company, what do you have to have? The same metrics of success that your customer does."
Gordon Bethune, Former CEO of Continental Airlines
  • "If employees need to stay late in order to curry favor with the boss, what motivation do they have to get work done during normal business hours? After all, they can put in the requisite 'face time' whether they are surfing the Internet or analyzing customer data."
Robert Pozen, Former chairman of MFS Investment Management
  • "The business models in enterprise have changed pretty dramatically. A huge problem with enterprise software traditionally has been usually you sell to the customer and then they adopt the technology. The great thing about 'freemium' and the new way enterprise software is being sold is you get to try it first and then buy it."
Aaron Levie, Co-founder and CEO of Box
  • "We are reinventing ourselves as a company. Compaq is taking ownership of its customer relationships and accountability of our customer's needs."
Eckhard Pfeiffer, Former CEO Cof Compaq
  • "If a customer walks out without shoes, you really want to find out why. 'It didn't fit' is not good enough."
Thomas G. Stemberg, Co-founder Staples
  • "Forget 'branding' and 'positioning.' Once you understand customer behavior, everything else falls into place."
Thomas G. Stemberg, Co-founder Staples
  • "One of the people who most influenced me was Ben Shapiro, a marketing professor at the business school. He used to rant and rave and pound his fist: 'It's all about the customers!' And he was right. He was also right that, at that time, retailing was devoid of really talented people; he urged me to go in that direction."
Thomas G. Stemberg, Co-founder Staples
  • "As far as the customer is concerned, the interface is the product."
Jeff Raskin, Started the Macintosh Project for Apple
  • "I am not pushy. You want it, you buy it. Most people hit the customer over the head. But if you're too self-important, it's kind of repellent."
Judith Leiber, Designer
  • "One of the things which make any company successful, in particular the Home Depot, was that we understood and catered to the customer. If it didn't sell, it didn't make a difference what we thought or our research told us. They told us if it was successful by buying it or not."
Bernard Marcus, Co-Founder of Home Depot
  • "What I tell founders is not to sweat the business model too much at first. The most important task at first is to build something people want. If you don't do that, it won't matter how clever your business model is."
Paul Graham, Venture Capitalist and Co-founder of Y Combinator
  • "You should take extraordinary measures not just to acquire users, but also to make them happy. Your first users should feel that signing up with you was one of the best choices they ever made. And you in turn should be racking your brains to think of new ways to delight them."
Paul Graham, Venture Capitalist and Co-founder of Y Combinator
  • "It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently."
Warren Buffett, Business Magnate
  • "Your premium brand had better be delivering something special, or it's not going to get the business."
Warren Buffett, Business Magnate
  • "Giving builds loyal customers and turns those customers into supporters ... You can find passion and profit and meaning all at once, right now."
Blake Mycoskie, Founder and Chief Shoe Giver of Toms Shoes
  • "When you're buying a pair of Toms, if you don't feel like you're part of a community, then I've failed."
Blake Mycoskie, Founder and Chief Shoe Giver of Toms Shoes
  • "Giving feels good, but it's also good for the bottom line. Charity is a viable growth strategy for a lot of companies. Our customers get excited to be a part of what we're doing. If you ask anyone wearing Toms how they first heard about us, most won't mention an advertisement; they'll say a friend told them our story."
Blake Mycoskie, Founder and Chief Shoe Giver of Toms Shoes
  • "Customers don't just buy a product — they switch from something else. And customers don't just leave a product — they switch to something else"
Jason Fried, Co-founder Basecamp
  • "There is a spiritual aspect to our lives — when we give, we receive — when a business does something good for somebody, that somebody feels good about them!"
Ben Cohen, Co-Founder Ben & Jerry's
  • "Quality is remembered long after the price is forgotten."
Gucci Family Slogan
  • "Coming together is a beginning. Keeping together is progress. Working together is success."
Henry Ford, Founder Ford Motor Company
  • "The man who will use his skill and constructive imagination to see how much he can give for a dollar, instead of how little he can give for a dollar, is bound to succeed."
Henry Ford, Founder Ford Motor Company
  • "I never trust an executive who tends to pass the buck. Nor would I want to deal with him as a customer or a supplier."
James Cash Penney, Founder J.C. Penney Stores
  • "Make a customer, not a sale."
Katherine Barchetti, Founder Barchetti Shops
  • "The two most powerful things in existence: a kind word and a thoughtful gesture."
Kenneth Langone, Venture Capitalist
  • "Our greatest asset is the customer! Treat each customer as if they are the only one!"
Laurice Leitao, Customer Service Professional SeraCare Life Sciences
  • "Service is the rent we pay for being. It is the very purpose of life, and not something you do in your spare time."
Marian Wright Edelman, Founder Children's Defense Fund
  • "Right or wrong, the customer is always right."
Marshall Field, Founder Marshald Field and Company
  • "Customers are an investment. Maximize your return."
PeopleSoft Ad
  • "People expect good service but few are willing to give it."
Robert Gately, President Gately Consulting
  • "When the customer comes first, the customer will last."
Robert Half, Founder of Robert Half International
  • "The goal as a company is to have customer service that is not just the best but legendary."
Sam Walton, Founder Walmart and Sam's club
  • "Seek first to understand. Then to be understood."
Stephen Covey, Author "The Seven Habits of Highly Effective People"
  • "Your work is going to fill a large part of your life, and the only way to be truly satisfied is to do what you believe is great work."
Steve Jobs, Co-founder Apple
  • "Customer service shouldn't just be a department, it should be the entire company."
Tony Hsieh, CEO Zappos
  • "We asked ourselves what we wanted this company to stand for. We didn't want to just sell shoes. I wasn't even into shoes — but I was passionate about customer service."
Tony Hsieh, CEO Zappos
  • "Businesses often forget about the culture, and ultimately, they suffer for it because you can't deliver good service from unhappy employees."
Tony Hsieh, CEO Zappos
  • "Our customers call and e-mail us to say that's how it feels when a Zappos box arrives. And that's how we view this company."
Tony Hsieh, CEO Zappos
  • "I view my role more as trying to set up an environment where the personalities, creativity and individuality of all the different employees come out and can shine."
Tony Hsieh, CEO Zappos
  • "Customer service is not a department, it's an attitude!"
  • "Do what you do so well that they will want to see it again and bring their friends."
Walt Disney, Founder Disney
  • "If you love your customer to death, you can't go wrong."
Graham Day, Lawyer and Corporate Director
  • "What helps people, helps business."
Leo Burnett, Advertising Executive
  • "I attract a crowd, not because I'm an extrovert or I'm over the top or I'm oozing with charisma. It's because I care."
Gary Vaynerchuk, Author "The Thank You Economy"
  • "The most important adage and the only adage is, the customer comes first, whatever the business, the customer comes first."
Kerry Stokes, Chairman of the Seven Network
  • "The value is going to get created in providing technology-enabled solutions for customers. And if it is the customer that matters most, instead of the technology, then I want to invest in customer obsessed companies, not technology obsessed companies."
Fred Wilson, Venture Capitalist and Blogger
  • "Customers are a great way to finance a business for many reasons. First, customer financing is typically non dilutive. They want something from you other than equity in your business. Customers also help you fit your product to the market. And customers will help debug and improve the quality of the product."
Fred Wilson, Venture Capitalist and Blogger
  • "It's very logical: There is proven ROI in doing whatever you can to turn your customers into advocates for your brand or business. The way to create advocates is to offer superior customer service."
Gary Vaynerchuk, Author "The Thank You Economy"
  • "We're living in what I like to call the 'Thank You Economy,' because only the companies that can figure out how to mind their manners in a very old-fashioned way — and do it authentically — are going to have a prayer of competing."
Gary Vaynerchuk, Author "The Thank You Economy"
  • "Anyone working for a big company might be skeptical that a large business, or even a strictly online business, can form the same kind of friendly, loyal relationship with customers as a local retailer. I'm saying it's already been done because I lived it."
Gary Vaynerchuk, Author "The Thank You Economy"
  • "Eighty-five per cent of the crowd is going to fall in love with me — they're going to feel it, wow. But fifteen per cent are going to think, 'This guy is obnoxious.' I spend enormous time with them — every negative review of 'Crush It!' on Amazon has a response from me — and I can probably bring back ten of the fifteen."
Gary Vaynerchuk, Author "The Thank You Economy"
  • "I am wired like a CEO and care a great deal about the bottom line, but I care about my customers even more than that. That's always been my competitive advantage."
Gary Vaynerchuk, Author "The Thank You Economy"
  • "If we can keep our competitors focused on us while we stay focused on the customer, ultimately we'll turn out all right."
Jeff Bezos, Founder Amazon
  • "The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works."
Jeff Bezos, Founder Amazon
  • "The customer experience is the next competitive battleground."
Jerry Gregoire, CIO Dell Computers