“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.”
– Donald Porter, V.P. British Airways
“Your most unhappy customers are your greatest source of learning.”
– Bill Gates
“The customer experience is the next competitive battleground.”
– Jerry Gregoire, CIO, Dell Computers
“Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.”
– Chip Bell, Founder Chip Bell Group
“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
“People expect good service but few are willing to give it.”
– Robert Gateley
“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, Chief Operating Officer, Betfair
“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
“Know what your customers want most and what your company does best. Focus on where those two meet.”
– Kevin Stirtz
“In the world of Internet Customer Service, it’s important to remember your competitor is only one mouse click away.”
– Doug Warner