CX Speak

63 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 you’re trying to make an important decision, and you’re 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 & Jerry’s
  10. 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, 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 don’t 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 don’t just come back, they don’t 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. You’ve 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 don’t genuinely like your customers, chances are they won’t buy. ~ Thomas Watson, Former CEO – IBM
  22. Customer service shouldn’t 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 customer’s job to remember you, it is your obligation and responsibility to make sure they don’t 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 don’t 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 company’s 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. You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied. ~ Jerry Fritz, Professional Speaker and Trainer
  40. You don’t 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. It’s 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, don’t 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, it’s 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 don’t 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 don’t 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 customer’s perception is your reality. ~ Kate Zabriskie, Best-selling Author
  51. In the world of Internet Customer Service, it’s 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 won’t 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 there’s 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

Do you have any other quote that inspires you? Please feel free to add in comments below!

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