• "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
  • "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
  • "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
  • "To keep a customer demands as much skill as to win one."
American Proverb
  • "The magic formula that successful businesses have discovered is to treat customers like guests and employees like people."
  • Tom Peters, Speaker and Author
  • "Today’s consumers do not buy just products or services — more and more, their purchase decisions revolve around buying into an idea and an experience."
  • McKinsey
  • "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
  • "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"
  • "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
  • "I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel."
  • Maya Angelou
  • "Remember not only to say the right thing in the right place, but far more difficult still, to leave unsaid the wrong thing at the tempting moment."
  • Benjamin Franklin
  • "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
  • "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
  • "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
  • "Trust: The reputation of a thousand years may be undermined by the conduct of one hour."
Japanese Proverb
  • "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
  • "Words of comfort, skillfully administered, are the oldest therapy known to man."
  • Lous Nizer, Lawyer
  • "A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so."
  • Mahatma Gandhi
  • "Be kind and merciful. Let no one ever come to you without coming away better and happier."
  • Mother Teresa
  • "Great teams need great leaders — leaders who inspire, motivate, instil pride, loyalty and a sense of fun at work."
Natalie Calvert, Customer Service and Sales Strategist
  • "Nordstrom's Rules for Employees: Rule # 1: Use your good judgment in all situations. There are no additional rules."
  • Nordstrom Employee Rules
  • "Beginning today, treat everyone you meet as if they were going to be dead by midnight. Extend to them all the care, kindness and understanding you can muster, and do it with no thought of any reward. Your life will never be the same again."
  • Og Mandino, Author The Greatest Salesman in the World
  • "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
  • "Your best customers leave quite an impression. Do the same, and they won't leave at all."
  • SAP Advertising
  • "When a customer complains, he is doing you a special favor; he is giving you another chance to serve him to his satisfaction. You will appreciate the importance of this opportunity when you consider that the customer's alternative option was to desert you for a competitor."
  • Seymour Fine, Author The Marketing of Ideas and Social Issues
  • "Be helpful — even if there's no immediate profit in it."
Susan Ward, Small Business Expert and Writer
  • "If we don't take care of our customers, someone else will."
Unknown
  • "A smile is a curve that sets things straight."
Unknown
  • "Treat others the way they want to be treated. (Sometimes called the 'Platinum Rule')"
Unknown
  • "Respect cannot be learned, chased or acquired — it can only be earned."
Unknown
  • "When you can show concern about what matters to your customer, that's Business to Customer Loyalty, and you can bet on it, you've just acquired a customer for life."
  • Albert Schindler, Freelance Writer
  • "No amount of advertising can repair the damage done by failing to properly address a customer's concern."
  • Albert Schindler, Writer
  • "Customer service is not a department; it's everyone's job."
Unknown
  • "Deep down, we believe that the problem put simply, is THEM. They, of course, believe WE are the problem."
Unknown
  • "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
  • "The handful of companies that respond promptly and accurately to customer emails increase trust in their brand, bolster customer satisfaction, and boost sales both online and offline."
  • Call Center Industry Report, BenchmarkPortal
  • "Service, in short, is not what you do, but who you are. It is a way of living that you need to bring to everything you do, if you are to bring it to your customer interactions."
  • Betsy Sanders, Author Fabled Service
  • "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
  • "Smart businesses should come to realize that the customer service bar is lower — and that today, it's easier than ever to differentiate your company from the pack with (crazy as it seems) actual quality customer service."
  • Brad Tuttle, Writer Time Magazine
  • "Customers today want the very most and the very best for the very least amount of money, and on the best terms. Only the individuals and companies that provide absolutely excellent products and services at absolutely excellent prices will survive."
Brian Tracy, Author and Motivational Speaker
  • "No enterprise can exist for itself alone. It ministers to some great need, it performs some great service, not for itself, but for others; or failing therein, it ceases to be profitable and ceases to exist."
  • Calvin Coolidge
  • "Giving excellent service is a must today. All successful businesses pay attention to customer service. And without your customers you have no business. The higher the level of satisfaction a customer has is one of the determining factors in the success of any business."
  • Catherine Pulsifer, Author Wings of Wisdom
  • "Dealing with people is probably the biggest problem you face, especially if you are in business. Yes, and that is also true if you are a housewife, architect or engineer."
  • Dale Carnegie, Best Selling Author
  • "You can close more business in two months by becoming interested in other people than you can in two years by trying to get people interested in you."
  • Dale Carnegie, Best Selling Author
  • "The rise of the citizen review site is a sobering development. No longer are you on top of the mountain, blasting your marketing message down to the masses through your megaphone. All of a sudden, the masses are conversing with one another. If your service or product isn't any good, they'll out you."
  • David Pogue, New York Times Technology Columnist
  • "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
  • "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
  • "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
  • "In the world of Internet Customer Service, it's important to remember your competitor is only one mouse click away."
Doug Warner, Internet Enthusiast
  • "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
  • "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"
  • "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"
  • "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
  • "You don't need a big close, as many sales reps believe. You risk losing your customer when you save all the good stuff for the end. Keep the customer actively involved throughout your presentation, and watch your results improve."
  • Harvey Mackay, Best-Selling Author
  • "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
  • "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 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
  • "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 they're the reason we're successful: Put the customer first. Invent. And be patient."
  • Jeff Bezos, Founder Amazon
  • "We have a training program that allows our reps to shadow every department within the company. This instills a big picture view of the company's process and gives that rep the knowledge they need to think though problems. This benefits our customers because they are interacting with reps that have a wide range of knowledge."
  • Mary Lynne Young, Customer Account Manager at Advantage Label
  • "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
  • "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
  • "When you serve the customer better, there's always a return on your investment."
Kara Parlin, Content Strategist
  • "When customers share their story, they're not just sharing pain points. They're actually teaching you how to make your product, service, and business better. Your customer service organization should be designed to efficiently communicate those issues."
  • Kristin Smaby, Author "Being Human is Good Business"
  • "In an era when companies see online support as a way to shield themselves from 'costly' interactions with their customers, it's time to consider an entirely different approach: building humancentric customer service through great people and clever technology. So, get to know your customers. Humanize them. Humanize yourself. It's worth it."
  • Kristin Smaby, Author "Being Human is Good Business"
  • "The nature of competition is such that any number of people invariably have their eyes on the same prize you do. Recognize your assets and employ them to the best of your ability."
  • Larry Bird, Former NBA Player and Coach
  • "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
  • "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
  • "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
  • "There are three groups of people who determine whether or not customers do business with you: People with whom customers interact at your company, people whom customers know in real life, and people whom customers know and trust online. A poor experience with any of these pivotal players could result in a big boost in business — for your competition."
  • Micah Solomon, Author of High-Tech, High-Touch Customer Service
  • "Offload the transactional. Don't fritter away employee hours on activities that customers can do better themselves. This isn't to say there's no role for a human-to-human service interaction or contact. But the interaction should be at the choice of the customer, not because your systems are sloppy or incomplete."
  • Micah Solomon, Author of High-Tech, High-Touch Customer Service
  • "Understand customer self-determination. Give up old notions of control and replace them with a transparent model that allows, wherever possible, your customer to be in the driver's seat. Embrace crowdsourcing: You can't control product ratings, product discussions, or much else, except by providing the most extraordinary customer experience possible and letting your customers, and your critics, hash out their discussions of it in public."
  • Micah Solomon, Author of High-Tech, High-Touch Customer Service
  • "Speed and efficiency are of the utmost importance: in how quickly you respond to a customer, ship to a customer, and offer up choices of product or service to a customer. Emulate Amazon.com here: You'd better have a real-time indication of what is and isn't in stock; ship immediately, and, perhaps most of all, have a no-hassle return policy."
  • Micah Solomon, Author of High-Tech, High-Touch Customer Service
  • "If you make yourself easy to reach around the clock, you let customers know you value their business, input, and loyalty. Customers won't need to write negative comments on Twitter or on their blogs if they can use e-mail, the phone, or a feedback form on your website and know that it will be answered — immediately and with empathy."
  • Micah Solomon, Author of High-Tech, High-Touch Customer Service
  • "Define your standards using a three-part summary statement format: 1. Why the service is of value (why we're doing this in the first place). 2. The emotional response we're aiming to have the customer feel. 3. The expected way to accomplish the service."
  • Micah Solomon, Author of High-Tech, High-Touch Customer Service
  • "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
  • "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
  • "I don't do business with those who don't make a profit because they can't give the best service."
  • Richard Bach, Novelist
  • "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
  • "Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral. Understand the factors that drive this customer revolution."
  • Rick Tate, Speaker on Service Quality
  • "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
  • "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
  • "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 makes a difference, as opposed to searching for a clause in the employee handbook 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
  • "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
  • "How much do you as a consumer value a positive experience with a brand or its customer service department? How willing are you to share that with your friends? How inclined are you to let that person know that your interaction with them was positive?"
  • Simon Mainwaring, Branding Consultant
  • "When a positive exchange between a brand and customers becomes quantifiable metrics, it encourages brands to provide better service, customer service to do a better job, and consumers to actively show their gratitude."
  • Simon Mainwaring, Branding Consultant
  • "In fact, I believe the first companies that make an effort to develop an authentic, transparent, and meaningful social contract with their fans and customers will turn out to be the ones that are the most successful in the future. While brands that refuse to make the effort will lose stature and customer loyalty."
  • Simon Mainwaring, Branding Consultant
  • "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
  • " While it's important to follow your company policies faithfully and treat everyone equally, flexibility is key. If you can learn to adapt your style to different types of customers, or at least be aware that these differences exist, your customers will feel like you are working with them. And be nice — that's just common sense."
  • Sunday Steinkirchner, Forbes Contributor
  • "Go with The Golden Rule: treat others as you would like to be treated. All customers want to be treated like $1,000,000, whether they are spending $1,000,000 or not. Little extras, like free shipping or discounts on future purchases, can help your customers feel special and taken care of, making them more likely to remember you, and subsequently return or refer their friends. Remember: your customers aren't just buying your products or services, they're buying an experience."
  • Sunday Steinkirchner, Forbes Contributor
  • "Be available. When you are working with your customer, be available for the entire transaction. This will help them to trust you when they are working with you for the first time, and it will also help down the road."
  • Sunday Steinkirchner, Forbes Contributor
  • "Don't make promises unless you will keep them. Not plan to keep them. Will keep them. Reliability is one of the keys to any good relationship, and good customer service is no exception."
  • Susan Ward, Small Business Expert and Writer
  • "Train your staff (if you have any) to be always helpful, courteous, and knowledgeable. Most importantly, give every member of your staff enough information and power to make those small customer-pleasing decisions, so he never has to say, "I don't know, but so-and-so will be back at...""
  • Susan Ward, Small Business Expert and Writer
  • "Listen to your customers. Can the sales pitches and the product babble. Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem."
  • Susan Ward, Small Business Expert and Writer
  • "Deal with complaints. If you give the complaint your attention, you may be able to please this one person this one time - and position your business to reap the benefits of good customer service."
  • Susan Ward, Small Business Expert and Writer
  • "Throw in something extra. Whether it's a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting. And don't think that a gesture has to be large to be effective."
  • Susan Ward, Small Business Expert and Writer
  • "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
  • "Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is! "
  • Tom Peters, Best-Selling Author
  • "Develop a respect and reverence for the principle of variation: the idea that the message ain't in the mean, the mode or the median — it's in the differences that occur throughout a population."
  • Tom Peters, Best-Selling Author
  • " It's relatively simple. If we're not getting more, better, faster than they are getting more, better, faster, then we're getting less, no better or more worse."
  • Tom Peters, Best-Selling Author
  • "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
  • "Common sense is of paramount importance in business and customer service."
Unknown
  • "The length of your business future is directly related to the strength of your business skills."
Unknown
  • "Customer: A person who indirectly pays for all your vacations, hobbies, and golf games and gives you the opportunity to better yourself."
Unknown
  • "Don't wait for someone else to make all the calls."
Unknown
  • "To every rule there is an exception, and vice versa."
Unknown
  • "When handling a "customers" complaint, remember: If you can't fix it, don't drop it."
Unknown
  • "People will respond in a manner consistent with the way they are being treated."
Unknown
  • "People may doubt what you say, but they always believe what you do."
Unknown
  • "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
  • "Service standards keep rising. As competitors render better and better service, customers become more demanding. Their expectations grow. When every company's service is shoddy, doing a few things well can earn you a reputation as the customer's savior. But when a competitor emerges from the pack as a service leader, you have to do a lot of things right. Suddenly achieving service leadership costs more and takes longer. It may even be impossible if the competition has too much of a head start. The longer you wait, the harder it is to produce outstanding service."
  • William H. Davidow, Former SVP Intel Corporation and Author
  • "If only companies thought of each customer as a stream of future income rather than single transactions. Their net present value rises and lowers based on the customer's experience during and after each transaction."
  • Yao Jin, Assistant Professor Miami University
  • "Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business."
  • Zig Ziglar, Author and Motivational Speaker
  • "Customer service is not only an opportunity to make your customers happy, but also your pipeline to valuable product feedback and insights. A strong two-way communication channel can be the lifeblood to ensuring customer satisfaction, honing your vision, and accelerating your product development."
Kyle Wong, Forbes Contributor and Co-founder Pixlee
  • "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
  • "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 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
  • "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
  • "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
  • "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
  • "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
  • "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