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The toughest thing about the power of trust is that it's very difficult to build and very easy to destroy. The essence of trust building is to emphasize the similarities between you and the customer.
Thomas J. Watson
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.
The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself.
It is so much easier to be nice, to be respectful, to put yourself in your customers' shoes and try to understand how you might help them before they ask for help, than it is to try to mend a broken customer relationship.
The simple act of saying 'thank you' is a demonstration of gratitude in response to an experience that was meaningful to a customer or citizen.
A satisfied customer is the best business strategy of all.
Most of us understand that innovation is enormously important. It's the only insurance against irrelevance. It's the only guarantee of long-term customer loyalty. It's the only strategy for out-performing a dismal economy.
It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.
What's important at the grocery store is just as important in engines or medical systems. If the customer isn't satisfied, if the stuff is getting stale, if the shelf isn't right, or if the offerings aren't right, it's the same thing. You manage it like a small organization. You don't get hung up on zeros.
Companies and their brands need to reach out and speak directly to consumers, to honor their values, and to form meaningful relationships with them. They must become architects of community, consistently demonstrating the values that their customer community expects in exchange for their loyalty and purchases.
Our DNA is as a consumer company - for that individual customer who's voting thumbs up or thumbs down. That's who we think about. And we think that our job is to take responsibility for the complete user experience. And if it's not up to par, it's our fault, plain and simply.
Think about it: if you were running a multi-million dollar company, and your database of customer information was stolen, would you want to tell your clients? No. Most companies did not until the laws required them to. It's in the best interest of organisations - when they're attacked and information is stolen - to tell nobody.
Exceed your customer's expectations. If you do, they'll come back over and over. Give them what they want - and a little more.
What we know about the destination resort business is clearly established. But it's all about one thing, and one thing only. All of the razzmatazz and jazz we hear about facilities and everything else doesn't amount to a hill of beans. It's customer experience that determines the longevity and endurance of these enterprises.
Everyone talks about building a relationship with your customer. I think you build one with your employees first.
The first step in exceeding your customer's expectations is to know those expectations.
Roy H. Williams
Our business is about technology, yes. But it's also about operations and customer relationships.
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.
We used to think that the enterprise was the hardest customer to satisfy, but we were wrong. It turns out, consumers are harder than the enterprise because the consumer will not give you a second chance.
Everyone says Toyota is the best company in the world, but the customer doesn't care about the world. They care if we are the best in town, or not. That's what I want to be.
Branding is not merely about differentiating products; it is about striking emotional chords with consumers. It is about cultivating identity, attachment, and trust to inspire customer loyalty. Chinese brands score low on attributes such as 'sophisticated,' 'desirable,' 'innovative,' 'friendly,' and 'trustworthy.'
For a long time I was looking for my perfect equilibrium, my mojo. And now I think I'm getting there: I've found my customer, my silhouette, my cut.
The well-satisfied customer will bring the repeat sale that counts.
James Cash Penney
The most important thing you can do is make the distinction between customer service and guest hospitality. You need both things to thrive, but they are completely different.
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.
C. S. Lewis
Leonardo da Vinci
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