Customer Quotes
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What's Your Purple Goldfish? busts a myth and reveals a simple truth about customer service. Stan uncovers the recipe for creating signature added value that increases customer satisfaction and drives positive word of mouth.
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The game of business used to be like football: size mattered. Then it changed to basketball: speed and agility. Today, business is more like chess. Customer priorities change continually, and the signals given by these changes are vital clues to the next cycle of growth.
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Since I begrudgingly started my Instagram account and my social media exposure/connection. I say begrudgingly because I just didn't want to take the plunge, but when I realized it was just a direct connection to our customer and these women, I did it. I like listening to their stories and their feedback.
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It applies in any business. Shoemakers should be run by shoe guys, and software firms by software guys, and supermarkets by supermarket guys. With the advice and support of their bean counters, absolutely, but with the final word going to those who live and breathe the customer experience. Passion and drive for excellence will win over the computer-like, dispassionate, analysis-driven philosophy every time.
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Today's customer journey is an iterative, complex, pinball of touchpoints.
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The decision-makers should communicate the customer pictures and the logic of the strategies and actions. That communication allows employees throughout the organization to implement the strategies and actions, tweaking them appropriately in response to variations in the marketplace. It also allows employees to recognize information in the marketplace that contradicts the customer pictures, either because the pictures were not entirely correct or because customers have changed.
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We innovate by starting with the customer and working backwards. That becomes the touchstone for how we invent.
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But most automotive dealerships are set up for customer acquisition - which is crazy when you consider the average cost of customer acquisition is $1,000 or more.
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Our customers, system, and shareholders are best served when we direct our focus and energy towards executing against these critical customer expectations.
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Thank god now for social media and just e-commerce. Now designers have a direct pipeline to their customer and access to her like they never had before, like they never could before. Clothes can happen now that never would have had a chance in the traditional chain of command of the way things worked.
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Testing is the biggest no-brainer, and the killer of most stupid ideas… Testing is great because you can get the most important person’s opinion: the customer’s.
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I'm not shy about asking the customer, because I want to talk about who she is and what she wants from me.
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What I've come to find out is it doesn't matter if you're selling a $10,000 gown or toilet paper: The everyday sort of humdrum of customer service and retail is the same.
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We have tacos and burritos and things that sound Mexican. But to me, it's about great-tasting food in an atmosphere sympathetic to the food, prepared freshly and served to the customer in a way that's customizable.
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I am not pushy. You want it, you buy it. Most people hit the customer over the head. But if you're too self-important, it's kind of repellent.
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Greatest risk is not development of new product, but development of customers and markets.
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Worry about being better; bigger will take care of itself. Think one customer at a time and take care of each one the best way you can.
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But no customer is going to buy based on their existing wage structure.
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An email address is like a customer's "digital fingerprint".
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The nature of any human being, certainly anyone on Wall Street, is 'the better deal you give the customer, the worse deal it is for you'.
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If you're long-term oriented, customer interests and shareholder interests are aligned.
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No matter what you do, you're going to run into haters online. We're not talking about ordinary, disgruntled customers who should be addressed with empathy and understanding. Haters are a breed apart.
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Love is the merchandise which all the world demands; if you store it in your heart, every soul will become your customer.
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You know, if you make a customer unhappy they won't tell five friends, they'll tell 5,000 friends. So, we are at a point now where we have all of the things we need to build an important and lasting company, and if we don't, it will be shame on us.
