There are many good customer experience quotes around due to it being a key topic of discussion for a while now, and for good reason. We know that good customer service is more important than ever, with businesses who don’t prioritize it not only losing out on customers’ patronage and often gaining a bad reputation.
Simultaneously, good customer service, when it’s really good, can be the most effective sales and marketing tool. A positive customer experience can create loyalty in customers, increasing retention and boosting positive word-of-mouth marketing, bringing even more quality customers to your door.
The conversation around customer experience is getting pretty well-known, but we wanted to gather some of the real gems of customer experience quotes and nuggets of wisdom for a little shared inspirational boost.
1. Matt Watkinson
“Great customer experiences strongly reflect the customer’s identity. Our beliefs and values play a decisive role in our behavior as customers.
Those experiences that reinforce our self-image and resonate with our personal values leave us feeling good about our decisions, while those brands that clearly stand for something engender much stronger loyalty.”
2. Robert Spector
“Don’t reinvent the wheel. Focus on winning one customer at a time. Be honest and sincere. Do what’s right. There’s nothing magical about this.
That’s been my guiding principle. To make it work, you have to live it every day. Make it your mindset.”
3. Christopher McCormick
“A lot of people have fancy things to say about customers service, but it’s just a day-in, day-out, ongoing, never-ending, persevering, compassionate kind of activity.”
4. Alan Pennington
“Remember that from the customer perspective, experiences are seamless and there is an expectation of consistency across channels – but different internal owners of parts of that experience can cause inconsistency.
You must take a longitudinal view of the total experience to spot inconsistency.”
5. Warren Buffett
“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.”
6. Paul and Nicholas Hague
“Delivering excellent customer experience doesn’t require constant hype or marketing initiatives. Nor is it complicated. But it is hard work.
It is about focus. Focus on the customer, making sure that we are delivering everything that they need and adding a bit extra.”
7. Tony Hsieh
“Open, honest communication is the best foundation for any relationship, but remember that at the end of the day it’s not what you say or what you do, but how you make people feel that matters the most.”
8. Adrian Swinscoe
“The little things matter as much, if not more, than the bigger things.”
9. Connie Elder
“Excellent customer service is the number one job in any company. It is the personality of the company and the reason customers come back. Without customers, there is no company.”
10. Matthew Dixon and Nicholas Toman
“Customer service should be less about offense – bending over backwards to please customers – and more about defense, in the sense of preventing frustration and delay. What if the Holy Grail of service isn’t customer delight but customer relief – the simple relaxing of the shoulders that comes from having your problem handled quickly and smoothly?”
11. Dharmesh Shah
‘The more advocates you have, the fewer ads you have to buy.”
12. Bhavish Aggarwal
“Our focus is on the customers and improving their experience. We believe that if we do that well, competition, prices, and profits will all take care of themselves.”
13. Jason Langella
“If you don’t appreciate your customers, someone else will.”
14. Jeanne Bliss
“Customers who love you will market for you more powerfully than you can possibly market yourself.”
15. Annette Franz
“In a world where products and services are becoming more and more commoditized, customer experience is the only true differentiator.”
16. Steve Cannon
“Customer experience better be at the top of your list when it comes to priorities in your organization. Customer experience is the new marketing.”
17. Kim Goodwin
“We like to think that design is a thing that designers do. But in fact, the user experience is not made of design; it’s made of decisions that a lot of different people make.”
18. Nihat Tavsan and Can Erdem
“Companies are not the sole encoders, or builders, of their own brands. Their formation efforts have limitations since they do not possess total control over their image.
A company may design the logo, the colors, the product or service, delivery and other elements of the brand; but once it is launched, the customer plays a significant role in shaping its image.”
19. Stephanie Lotz
‘Executives have recognized that customer satisfaction is the key indicator in gauging success, but too often a focus on specific touchpoints or channels results in incremental progress that only allows a company to keep pace with the changing customer landscape. Leading executives have recognized that really moving the needle on customer satisfaction requires a more ambitious effort—a transformation of the entire customer experience.”
20. Marilyn Suttle
“Thank your customer for complaining and mean it. Most will never bother to complain. They’ll just walk away.”
Here are the book sources we used to compile these great customer experience quotes:
- The Customer Experience Book: How to design, measure and improve customer experience in your business by Alan Pennington
- The Ten Principles Behind Great Customer Experiences by Matt Watkinson
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