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Customer Experience

17 Customer Service Quotes to Inspire Your Team

Customer service is an important part of the overall customer experience. Consumers expect excellent service and with an abundance of options, they’ll switch to a competitor if they have a negative experience. In fact, NewMediaVoice found that businesses in 2017 lost $75 billion to competitors by providing poor customer service experiences.

Below are 17 customer service quotes that will inspire you to take your customer service program to the next level.

  1. Tony Hsieh, CEO Zappos:

    “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. Historically, our number-one growth driver has been from repeat customers and word-of-mouth.”

    No article about customer service would be complete without mentioning Zappos. They put the customer first and build their marketing strategy around word-of-mouth marketing and customer recommendations.

  2. Bill Gates, Microsoft Co-Founder:

    “Your most unhappy customers are your greatest source of learning.”

    While no one likes to have dissatisfied customers, Gates understands they can actually be a huge asset if companies can make improvements based on their feedback.

  3. Kevin Stirtz, Author and Digital Marketing Expert

    “Know what your customers want most and what your company does best. Focus on where those two meet."

    To have a winning product or service you must provide a solution to a customer problem and do it well.

  4. Richard Branson, Founder Virgin Group

    “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.”

    Branson understands that the customer service department alone isn't responsible for the customer experience, but it’s fostered through a corporate responsibility and vision.

  5. Jay Baer, Founder Convince and Convert

    “A lack of response is a response. It’s a response that says, ‘We don’t care about you very much.’”

    Social media expert Jay Baer says we must respond to all social media comments especially if they’re negative.

  6. Jeff Bezos, CEO Amazon

    “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the internet, they can each tell 6,000 friends.”

    In today’s digital age, customer experience is more important than ever before. News of unhappy customers can spread like wildfire and damage your brand.

  7. J.W. Marriott, Former Chairman of the Board Marriott International

    "Take care of associates and they'll take care of your customers.”

    There’s an undeniable link between employee experience and customer experience and Marriott knew that if he took care of his employees, they would take care of the customers.

  8. Sam Walton, Founder Walmart

    “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.”

    Walton understood that every customer is important.

  9. Chip Bell, Author and Speaker

    “Honor and trust are the lifeblood of repeat business. To serve well is to enter into a covenant with a customer that guarantees worth will be exchanged for worth and in a way that keeps central the customers’ best interests.”

    Bell urges companies to focus on the long-term relationship of keeping a customer instead of the short-term transactional costs.

  10. Jim Rohn, Former Author and Motivational Speaker

    “One customer well taken care of could be more valuable than $10,000 worth of advertising.”

    Not only are repeat customers more profitable, but they’re also likely to tell their friends about their positive experiences.

  11. Steve Jobs, Former CEO Apple

    “Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.”

    Customer research and an insights-first culture can help you understand your customers’ needs in ways you couldn’t without research.

  12. Henry Ford, Founder Ford Motor Company

    “Employers only handle the money – it is the customer who pays the wages.”

    Ford understood that without the customer there is no business.

  13. Shep Hyken, Customer Service and Experience Expert

    “Good customer service starts on the inside with the company’s culture.”

    Hyken believes that leadership must create a customer service vision that all employees can subscribe to. They must provide excellent service on every transaction.

  14. Mahatma Gandhi, Former Activist

    “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.”

    Companies must remember that they rely on their customers to stay in business.

  15. Kate Zabriskie, Author and Customer Experience Consultant

    “The customer’s perception is your reality.”

    Your products and services are only as valuable as your customers perceive them to be.

  16. Seth Godin

    “Don’t find customers for your products, find products for your customers.”

    It’s important to perform market research and identify a need to build products that your customers want.

  17. We'll end with customer-service with a final Tony Hsieh quote:

    “Customer service shouldn’t be a department, it should be the entire company.”

Want to learn more about inspiring great customer service?

Qualtrics compiled a reading list based on recommendations from CX leaders, like those featured above. You can download that here.

10 books every CX leader should read in 2020

Diana Kaemingk

Diana Kaemingk is a contributor to the Qualtrics blog.

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