Customer Quotes
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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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You know your business model is broken when you're suing your customers.
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If we can keep our competitors focused on us while we stay focused on the customer, ultimately we'll turn out all right.
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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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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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But no customer is going to buy based on their existing wage structure.
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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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Startups don’t fail because they lack a product; they fail because they lack customers and a profitable business model.
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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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If you're long-term oriented, customer interests and shareholder interests are aligned.
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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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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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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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An email address is like a customer's "digital fingerprint".
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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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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 want to serve the customer as they want to be served.
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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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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.
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Greatest risk is not development of new product, but development of customers and markets.
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Customer needs have an unsettling way of not staying satisfied for very long.
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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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Focusing on the customer makes a company more resilient.
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The outside-in discipline requires that you have an explicit customer-based reason for everything you do in the marketplace. Managers need to create what I call "customer pictures," verbal descriptions of customers that highlight the key customer characteristics and make those customers come alive. Although managers never know as much about customers as they want and need to know, the outside-in discipline requires that they construct customer pictures anyway, basing the pictures on whatever hard data they have plus hypotheses and intuition.
