3 Mind Blowing QUOTES on Customer

Experience from the Greatest

Business Leaders of our time!
Compiled by Sonal Jaiswal | Evangelist, Customer Guru

Business leaders around the world have stressed the importance of customer experience in
several ways. Most importantly, the companies these leaders built are living testament to
their belief on customer experience. We have compiled a list of quotes from such business
leaders to motivate and inspire you, so you could follow their sayings and build an
organisation as great as theirs! Here they are:

1. Your most unhappy customers are your greatest source of learning. ~ Bill Gates,
Founder Microsoft
2. 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
3. The goal as a company is to have customer service that is not just the best but
legendary. ~ Sam Walton, Founder Walmart
4. When youre trying to make an important decision, and youre sort of divided on the
issue, ask yourself: If the customer were here, what would she say? ~ Dharmesh Shah,
Co-founder and CTO HubSpot
5. The customer experience is the next competitive battleground. ~ Jerry Gregoire, Former
CIO Dell Computers
6. For individuals, character is destiny. For organizations, culture is destiny. ~ Tony Hseih,
CEO Zappos
7. If you do build a great experience, customers tell each other about that. Word of mouth
is very powerful. ~ Jeff Bezos, Founder and CEO Amazon
8. Do what you do so well that they will want to see it again and bring their friends. ~ Walt
Disney, Founder The Walt Disney Company
9. 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 & Jerrys
10. Spend a lot of time talking to customers face to face. Youd be amazed how many
companies dont listen to their customers. ~ Ross Perot, Businessman
11. 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 Inc.
12. The best companies dont treat loyalty like a lifetime. It is about the next time. Every
time! ~ Shep Hyken, Author and Customer Service Speaker
13. Unless you have 100% customer satisfaction, you must improve. ~ Horst Schulze,
Former President Ritz Carlton
14. A satisfied customer is the best business strategy of all. ~ Michael LeBoeuf, Business
Author
15. Loyal customers, they dont just come back, they dont simply recommend you, they
insist that their friends do business with you. ~ Chip Bell, Author and Keynote Speaker
16. Even your most loyal customers always have a choice about where to take their
business. ~ Marilyn Suttle, Author and Keynote Speaker
17. 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,
Author and Management Consultant
18. Youve got to start with the customer experience and work backwards to the
technology. ~ Steve Jobs, Co-founder Apple Inc.
19. The key is to set realistic expectations, then exceed them, preferably in unexpected and
helpful ways. ~ Richard Branson, Founder Virgin Group
20. Courteous treatment will make a customer a walking advertisement. ~ J. C Penney,
Founder J. C Penney Company
21. If you dont genuinely like your customers, chances are they wont buy. ~ Thomas
Watson, Former CEO IBM
22. Customer service shouldnt just be a department, it should be the entire company.
~ Tony Hsieh, CEO Zappos
23. Profit in business comes from repeat customers; customers that boast about your
product and service, and that bring friends with them. ~ W. Edwards Deming, Author
and Management Consultant
24. 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, Entrepreneur
25. If we consistently exceed the expectations of employees, they will consistently exceed
the expectations of our customers. ~ Shep Hyken, Author and Customer Service Speaker
26. The first thing to do is put yourself in your customers shoes. Often, when companies
are racing to make a profit, clients needs are overlooked. ~ Richard Branson, Founder
Virgin Group
27. Customer service is just a day in, day out ongoing, never ending, unremitting,
persevering, compassionate, type of activity. ~ Leon Gorman, Businessman
28. It is not your customers job to remember you, it is your obligation and responsibility to
make sure they dont have the chance to forget you. ~ Patricia Fripp, Professional
Keynote Speaker
29. 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
30. Customers dont expect you to be perfect. They do expect you to fix things when they
go wrong. ~ Donald Porter, Consultant and Customer Experience Expert
31. 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
32. If you have a customer-centric culture, that cures a lot of ills ~ Jeff Bezos, Founder and
CEO Amazon
33. Here is a simple but powerful rule: always give people more than what they expect to
get. ~ Nelson Boswell, Author
34. Every companys greatest assets are its customers, because without the customer there
is no company. ~ Michael Leboeuf, Business Author
35. Treat your employees the way you want your customers treated. ~ Shep Hyken, Author
and Customer Service Speaker
36. Make the customer the hero of your story. ~ Ann Hadley, Author and Keynote Speaker
37. The more you engage with customers the clearer things become and the easier it is to
determine what you should be doing. ~ John Russell, Former MD Harley Davidson,
Europe
38. The longer you wait, the harder it is to produce outstanding customer service. ~ William
Davidow, Author and Venture Investor.
39. Youll never have a product or price advantage again. They can be easily duplicated, but
a strong customer service culture cant be copied. ~ Jerry Fritz, Professional Speaker and
Trainer
40. You dont earn loyalty in a day. You earn loyalty day-by-day. ~ Jeffrey Gitomer, Author
and Professional Speaker
41. We see our customers as invited guests to a party, and we are the hosts. Its our job
every day to make every important aspect of the customer experience a little bit better.
~ Jeff Bezos, Founder and CEO Amazon
42. The best advertising you can have is a loyal customer spreading the word about how
incredible your business is. ~ Shep Hyken, Author and Customer Service Speaker
43. To connect with new customers, dont try to get inside their heads. Get inside their
hearts. Create an emotional connection. ~ Bill Quiseng, CEx Expert and Author
44. It is easier to love a brand when the brand loves you back. ~ Seth Godin, Entrepreneur
and Best-selling Author
45. When the customer comes first, the customer will last. ~ Robert Half, Founder of Robert
Half International
46. Once you create a loyal customer base, its tough for a competitor to take that away. ~
Joe Mansueto, Founder and CEO Morningstar, Inc.
47. Whether you are big or small, you cannot give good customer service if your employees
dont feel good about coming to work. ~ Martin Oliver, Managing Director Arthur J.
Gallagher & Co.
48. Ask your customers to be part of the solution, and dont view them as part of the
problem. ~ Alan Weiss, Best-selling Author
49. If you make customers unhappy in the physical world, they might each tell 6 friends. If
you make customers unhappy on the Internet, they can each tell 6,000 friends ~ Jeff
Bezos, Founder and CEO Amazon
50. The customers perception is your reality. ~ Kate Zabriskie, Best-selling Author
51. In the world of Internet Customer Service, its important to remember your competitor
is only one mouse click away. ~ Doug Warner, Internet Enthusiast
52. Being on par in terms of price and quality only gets you into the game. Service wins the
game. ~ Tony Allesandra, Best-selling Author and Motivational Speaker
53. 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 NPS
54. One customer, well taken care of, could be more valuable than $10,000 worth of
advertising. ~ Jim Rohn, Business Philosopher
55. Know what your customers want most and what your company does best. Focus on
where those two meet. ~ Kevin Stirtz, Best-selling Author
56. Although your customers wont love you if you give bad service your competitors will.
~ Kate Zabriskie, Best-selling author
57. The purpose of business is to create and keep a customer. ~ Peter Drucker, Author and
Management Consultant
58. 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
59. If your customer experiences are static, if your level of service is never-changing, if
theres no updating or innovation, why would any customer expand the relationship he
or she has with you? ~ Scott McKain, Best-selling Author
60. When your experience is unreliable, the most powerful way to grow will suffer. ~ Jeanne
Bliss, CEx Expert
61. Make your product easier to buy than your competition, or you will find your customers
buying from them, not you. ~ Mark Cuban, Entrepreneur
62. Make sure the voice of the customer is the loudest voice at the strategic table. ~
Management Consultant and Speaker
63. Until you understand your customers deeply and genuinely you cannot truly serve
them. ~ Rasheed Ogunlaru, Speaker and Author