Quotes & Sayings About Customer Experience

The customer only knows what she thinks she wants based on her experience with the current product. The innovator can take into account everything that's possible, but often must go against what she knows to be true. As a result, innovation requires a combination of knowledge, skill, and courage. Sometimes only the founder has the courage to ignore the data; — Ben Horowitz

If there's one reason we have done better than of our peers in the Internet space over the last six years, it is because we have focused like a laser on customer experience. — Jeff Bezos

Starbucks is committed to evolving and enhancing our customer experience with innovative and wholesome food offerings. — Howard Schultz

My father had the spirit and integrity of a scientist, but he was a salesman. I remember asking him the question "How can a man of integrity be a salesman?"
He said to me, "Frankly, many salesmen in the business are not straightforward
they think it's a better way to sell. But I've tried being straightforward, and I find it has its advantages. In fact, I wouldn't do it any other way. If the customer thinks at all, he'll realize he has had some bad experience with another salesman, but hasn't had that kind of experience with you. So in the end, several customers will stay with you for a long time and appreciate it. — Richard Feynman

Branding Through Customer Service Over the years, the number one driver of our growth at Zappos has been repeat customers and word of mouth. Our philosophy has been to take most of the money we would have spent on paid advertising and invest it into customer service and the customer experience instead, letting our customers do the marketing for us through word of mouth. — Tony Hsieh

It's easier to love a brand when the brand loves you back. — Seth

Dropbox needed to test its leap-of-faith question: if we can provide a superior customer experience, will people give our product a try? They believed - rightly, as it turned out - that file synchronization was a problem that most people didn't know they had. Once you experience the solution, you can't imagine how you ever lived without it. — Eric Ries

All the data in the world won't gloss over bad customer experience or poor campaign execution. — Dave Walters

I am concerned about any attrition in customer traffic at Starbucks, but I don't want to use the economy, commodity prices or consumer confidence as an excuse. We must maintain a value proposition to our customers as well as differentiate the Starbucks Experience. That is the key. — Howard Schultz

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 you're interaction with them was positive? — Simon Mainwaring

If it's not your style to stretch and go the extra mile to make sure our customer experience is great, you're going to have an allergic reaction to this company. You probably won't stay. If you do try and stay, but can't adapt to the culture then it will reject you like a virus from a healthy immune system. — Jeff Bezos

I invite you all to visit our new Harold Square or Space 98 stores in New York. I think you'll agree with me that these stores have a distinct Urban Outfitters personality, with fresh, exciting product and an experience that resonates with the 18 to 28 year old urban-dwelling customer. — Richard Hayne

He was doing well too: junior quality control at Dimple Robotics, testing the Empathy Module in the automated Customer Fulfillment models. People didn't just want their groceries bagged, he used to explain to Charmaine: they wanted a total shopping experience, and that included a smile. Smiles were hard; they could turn into grimaces or leers, but if you got a smile right, they'd spend extra for it. Amazing to remember, now, what people would once spend extra for. — Margaret Atwood

When it comes to lead referral generation,
the customer experience is it. — John Jantsch

My experience of coming out was very much centered around the bar scene. And what happened for me is that when I turned 18 and was old enough to get into certain gay bars in the French Quarter, I became a regular customer. — Christopher Rice

If you want to experience dramatic growth within your organization, you must truly understand the relationship between profit, growth, longevity, customer relationships, employee empowerment, and customer service. — Anonymous

What we know about the destination resort business is clearly established. But it's all about one thing, and one thing only. All of the razzmatazz and jazz we hear about facilities and everything else doesn't amount to a hill of beans. It's customer experience that determines the longevity and endurance of these enterprises. — Steve Wynn

Immerse yourself in the customer's world and get to know their struggles and triumphs inside out. — Dane Brookes

Digital Masters spend time understanding customer behavior and designing the customer experience from the outside in. A Digital Master figures out what customers do and why, where, and how they do it. The company then works out where and how the experience can be digitally enhanced across channels. — George Westerman

Bury My Heart is a life-altering approach to turning managers into unconditionally committed leaders. — Stan Slap

The question is not how to get managers' emotional commitment but why manager's don't give it even if they like their company. — Stan Slap

A brand not responding on Twitter is like hanging up the phone on customers. With millions watching. — Dave Kerpen

It is said if an organization listens to the complaint of a customer and the problem is fixed, the customer remains a loyal customer and tells approximately seven others about the experience. Conversely, if a person is ignored and the problem not fixed, that customer will not deal with that organization anymore and will tell approximately twenty other people about the negative experience. — Phil Pringle

At SAP, we see a dream for a simpler world, for a simpler SAP, and for a simpler customer experience. — Bill McDermott

For example, for most of our loyal repeat customers, we do surprise upgrades to overnight shipping, even though we only promise them standard ground shipping when they choose the free shipping option. In conjunction with that, we run our warehouse 24/7, which actually isn't the most efficient way to run a warehouse. The most efficient way to run a warehouse is to let the orders pile up, so that when a warehouse worker needs to walk around the warehouse to pick the orders, the picking density is higher, so the picker has less of a distance to walk. But we're not trying to maximize for picking efficiency. We're trying to maximize the customer experience, which in the e-commerce business is defined in part by getting orders out to our customers as quickly as possible. The combination of a 24/7 warehouse, surprise upgrades to overnight shipping, and having our warehouse located just fifteen — Tony Hsieh

[Y]ou've got to start with the customer experience and work backwards to the technology. — Bernadette Jiwa

After each customer interaction, notice if you gave them a "happy to see you" kind of experience. — Marilyn Suttle

What's important to remember is that every customer interaction should be treated like a first impression. Until your on-demand customer becomes a loyal follower, he's probably already forgotten what his last touch was, so you'd better wow him or her this time. Don't skimp and don't cut corners when it comes to the external touches your brand makes. From experience I can tell you that you'll pay a much bigger price in customer retention if you go cheap when it comes to customer outreach and service. — Gabriel Aluisy

In the innovation age customer experience is key. Your impression defines their expression — Fela Durotoye

The simple act of saying 'thank you' is a demonstration of gratitude in response to an experience that was meaningful to a customer or citizen. — Simon Mainwaring

The secret of successful retailing is to give your customers what they want. And really, if you think about it from the point of view of the customer, you want everything: a wide assortment of good quality merchandise; the lowest possible prices; guaranteed satisfaction with what you buy; friendly, knowledgeable service; convenient hours; free parking; a pleasant shopping experience. — Sam Walton

When I'm in New York I love to stay at the Mercer Hotel, and the C. Wonder store was so part of my New York experience from staying downtown. What I love the most about the brand is the enthusiasm that the customer has for it. — Brad Goreski

Everything starts with the customer. — Lou Gerstner

Providing more desirable products, services, and customer experiences is vital to the continued existence of any business. And that is INNOVATION. — Peter Drucker

The experience would be that a customer would have total access to Burberry across any device, anywhere, and they would get exactly the same feeling of the brand, feeling of the culture, regardless of where, when, how they were accessing the brand. — Angela Ahrendts

The key was the customer experience, — Brent Schlender

A customer talking about their experience with you is worth ten times that which you write or say about yourself. — David J. Greer

We stop at nothing, in offering a quality selection of your pet's everyday needs. Our Fast and Free India wide shipping service extends to +6500 pincodes covering small towns and metros across the country. We bundle up Easy Payment options on most popular pet brands in India with an selection of 3000+ products from all popular brands in dog, cat and fish supplies available in the Indian Pet Care Industry and then some. Our customer service team is a zealous lot to ensure an acme online shopping experience for the pet parents who shop with us. — Karan Gupta

The objective.. is to achieve a comfort level between the cook/artist/performer and the customer/viewer/diner. And if we can achieve that, and the customers are happy and the cooks are happy, then we have a great experience. — Mario Batali

Buyer Legends is a business process that uses storytelling techniques to map the critical paths a prospective buyer might follow on his journey to becoming a buyer.

This process aligns strategy to brand story to the buyer's actual experience on their customer journey.

These easy-to-tell stories reveal the opportunities and gaps in the customer's experience versus the current marketing & sales process.

These legends communicate the brand's story intent and critical touch point responsibilities within every level of an organization, from the boardroom to the stockroom.

Buyer Legends reconcile the creative process to data analysis; aligning metrics with previously hard-to-measure marketing, sales, and customer service processes. The first result is improved execution, communications, and testing. The second result is a big boost to the bottom line. — Bryan Eisenberg

In our experience, brands are aware of at least 90% of issues that the company could face. These issues could come from operational challenges, customer service complaints, product disputes, and so on. — Chuck Hemann

A company at the top of its game has accumulated a number of rules of thumb - implicit assumptions and beliefs about what has been central to its success. New technologies and business models belie or change some of those assumptions, but they only seem sensible if the management team can become aware of those implicit assumptions and mind-sets and suspend them for a moment to contemplate the change. It's very hard to do that with the inherited wisdom, experience, and lore of a company. This is why the failures of incumbents to capture the benefits of disruptive innovations are a result not of bad managers, but of good managers practicing what they have done best. Incremental innovations can quickly be scaled and incorporated. Disruptive innovations require changes in customer sets, business models, or performance metrics that are no longer consistent with what led to success in the past. — Stefan Heck

Highly engaged employees make the customer experience. Disengaged employees break it. — Timothy R. Clark

In writing advertising it must always be kept in mind that the customer often knows more about the goods than the advertising writers because they have had experience in buying them ... — John Wanamaker

It applies in any business. Shoemakers should be run by shoe guys, and software firms by software guys, and supermarkets by supermarket guys. With the advice and support of their bean counters, absolutely, but with the final word going to those who live and breathe the customer experience. Passion and drive for excellence will win over the computer-like, dispassionate, analysis-driven philosophy every time. — Bob Lutz

I believe that all brands will become storytellers, editors and publishers, all stores will become magazines, and all media companies will become stores. There will be too many of all of them. The strongest ones, the ones who offer the best customer experience, will survive. — Natalie Massenet

Man is born to dream, to be enlightened, to connect and to be fulfilled. Managers are too. — Stan Slap

I'd rather spend money on things that improve the customer experience than on marketing. — Tony Hsieh

We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better. — Jeff Bezos

A brand is essentially a container for a customer's complete experience with the product or company. — Sergio Zyman

Bezos dismissed those objections and insisted that to succeed in books as Apple had in music, Amazon needed to control the entire customer experience, — Brad Stone

Our customers are not our competitors. We compete for them, not with them. — T Jay Taylor

There's something else about this list that really jumps out. Take another look at the top five attributes listed there - the key characteristics defining a world-class sales experience: Rep offers unique and valuable perspectives on the market. Rep helps me navigate alternatives. Rep provides ongoing advice or consultation. Rep helps me avoid potential land mines. Rep educates me on new issues and outcomes. Each of these attributes speaks directly to an urgent need of the customer not to buy something, but to learn something. They're looking to suppliers to help them identify new opportunities to cut costs, increase revenue, penetrate new markets, and mitigate risk in ways they themselves have not yet recognized. Essentially this is the customer - or 5,000 of them at least, all over the world - saying rather emphatically, "Stop wasting my time. Challenge me. Teach me something new. — Matthew Dixon

Companies spend as much as 70 percent of their marketing budget to attract new customers while 90 percent of their revenues come from current customers. Many companies lose money on their new customers during the first few years. By overfocusing on acquiring new customers and neglecting current customers, companies experience a customer attrition rate of between 10 and 30 percent a year. Then they waste further money on a neverending effort to attract new customers or win back ex-customers to replace those they just lost. — Anonymous

After all, your company doesn't define customer experience. Customers do. Customer experience is based on how your customers perceive your organization and how well you meet their needs when they interact with, hear about, and do business with your company. — Michael Hinshaw

I think if companies start reinventing themselves and focus on the customer experience more, they will win out in the end. — Alfred Lin

Apple Stores Offer the Best Buying Experience and Customer Service On The Planet — Tim Cook

It's simple: Happy customers reward you with their loyalty. Exceptional customer service converts into customer loyalty. It converts into raving fans who will praise your team on Twitter, and Facebook, and talk about their experience over lunch with friends. There is no greater marketing for your product than happy, surprised, raving fans, and no reason you can't start now. — Sarah Hatter

News of bad customer service reaches more than twice as many ears as praise for a good service experience. — Timi Nadela

As a brand marketer, I'm a big believer in 'branding the customer experience,' not just selling the service. — John Sculley

Well, getting all the education and the practical experience. And then having the patience to do it day in and day out. Day in and day out. It's not easy, let me tell you that. It's like the restaurateur serving great food every meal. It's not easy. But that's how you make a great restaurant. That's how you make a great car dealership. Service every day. You can't miss the ball. You've gotta hit the ball out of the park every day. With service. And the same with technology. In our lifetime, we've seen many companies go in the tank because they weren't able to innovate. Or actually, they didn't figure out a product or service that really served the customer well. They lost their customers. Never lose a customer. Figure that one out. — Anthony Robbins

Auctomatic was a compressed start-up experience, going from start to launch to acquisition in under a year. We spent a long time building the product before getting our first customer, whereas with Stripe we made sure we had paying customers from the very start. — John Collison

We will hire someone with less experience, less education, and less expertise, than someone who has more of those things and has a rotten attitude. Because we can train people. We can teach people how to lead. We can teach people how to provide customer service. But we can't change their DNA. — Herb Kelleher

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

The personal values managers reported being the most under pressure to compromise to do their jobs successfully: 1. Family 2. Integrity. — Stan Slap

But there's still so much you can do with technology to improve the customer experience. And that's the sense in which I believe it's still Day One, and that it's early in the day. If anything, the rate of change is accelerating. — Jeff Bezos

Potential to increase the lifetime value of the customer. Usually marketing departments assume that the lifetime value of a customer is fixed when doing their ROI calculations. We view the lifetime value of a customer to be a moving target that can increase if we can create more and more positive emotional associations with our brand through every interaction that a person has with us. Another common trap that many marketers fall into is focusing too much on trying to figure out how to generate a lot of buzz, when really they should be focused on building engagement and trust. I can tell you that my mom has zero buzz, but when she says something, I listen. To that end, most of our efforts on the customer service and customer experience side actually happen after we've already made the sale and taken a customer's credit card number. — Tony Hsieh

The entire customer or user experience-from raising awareness, to buying a product / taking action, to getting customer support-is going digital. — Colleen Jones

The code-of-ethics playlist:
o Treat your colleagues, family, and friends with respect, dignity, fairness, and courtesy.
o Pride yourself in the diversity of your experience and know that you have a lot to offer.
o Commit to creating and supporting a world that is free of discrimination, harassment, and retaliation.
o Have balance in your life and help others to do the same.
o Invest in yourself, achieve ongoing enhancement of your skills, and continually upgrade your abilities.
o Be approachable, listen carefully, and look people directly in the eyes when speaking.
o Be involved, know what is expected from you, and let others know what is expected from them.
o Recognize and acknowledge achievement.
o Celebrate, relive, and communicate your successes on an ongoing basis. — Lorii Myers

A true Net Performance Score will take into account many aspects of a typical customer engagement. — Pearl Zhu