Author of Wall Street Journal Bestseller Growth IQ Tiffani Bova reports that the number of Google searches of the phrase ‘customer experience’ has almost tripled in the last ten years. What’s more, customer experience statistics tell us that businesses leading the way in customer experience design are outperforming late-movers by up to 80 per cent.
For some, these figures are enough to inspire action. For others, something more tangible, more human, more poetic is needed. If you fall into the latter camp, here are 21 customer experience quotes to guide you toward service excellence in 2021 – and beyond.
21 customer experience quotes for 2021
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- “If you are not taking care of your customers, your competitor will.” – Bob Hooey
- “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 favour by serving him. He is doing us a favour by giving us an opportunity to do so.” – Mahatma Gandhi
- “Customer experience better be at the top of your list when it comes to priorities in your organisation. Customer experience is the new marketing.” – Steve Cannon
- “The customer’s perception is your reality.” – Kate Zabriskie
- “Innovation needs to be part of your culture. Customers are transforming faster than we are, and if we don’t catch up, we’re in trouble.” – Ian Schafer
- “When the customer comes first, the customer will last.” – Robert Half
- “Successful people are always looking for opportunities to help others. Unsuccessful people are always asking, ‘What’s in it for me?’ – Brian Tracy
- “If we consistently exceed the expectations of employees, they will consistently exceed the expectations of our customers.” – Shep Hyken
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- “It is not the employer who pays the wages. Employers only handle the money … It is the customer who pays the wages.” – Henry Ford
- “Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” – Donald Porter
- “The way to a customer’s heart is much more than a loyalty program. Making customer evangelists is about creating experiences worth talking about.” – Valeria Maltoni
- “Customer service shouldn’t just be a department; it should be the entire company.” Tony Hsieh
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- “Your most unhappy customers are your greatest source of learning.” – Bill Gates
- “Customer service is part of a holistic customer experience that is capable of providing a critical competitive advantage in today’s increasingly cluttered and commoditised marketplace.” – Joseph Jaffe
- “Attention is a main asset in marketing.” – Toba Beta
- “The future of communicating with customers rests in engaging with them through every possible channel: phone, email, chat, Web, and social networks. Customers are discussing a company’s products and brand in real time. Companies need to join the conversation.” – Marc Benioff
- “If you don’t care, your customer never will.” – Marlene Blaszczyk
- “Exceptional customer experiences are the only sustainable platform for competitive differentiation.” — Kerry Bodine
- “Make the customer the hero of your story.” – Ann Handley
- “Quality in a service or product is not what you put into it. It is what the customer gets out of it.” – Peter Drucker
- “The key is to set realistic customer expectations, and then not to just meet them, but to exceed them—preferably in unexpected and helpful ways.” – Richard Branson
Level up your customer experience in 2021
Feeling inspired? Take the first step toward customer service excellence today. Get in touch with one of our experts to find out how our call centre solutions can empower your team to exceed your customers’ expectations.
