Why care about CX?
Customer experience (CX) refers to clients’ overall experiences with your business or brand. CX is critical for business to grow. It has become one of the top differentiators in a highly competitive marketspace, especially for the direct consumer goods and service industries.
Each interaction a client has with your business, from exploring your services and products to receiving satisfactory customer assistance, comes together to inspire loyalty, generate brand value, and grow your business.
Need a nudge?
To inspire you on your CX journey, here are 50+ quotes on customer experience by the world’s leading business and thought leaders:
“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.” – Jeff Bezos
“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” – Warren Buffett
“CXM (Customer Experience Management) = The art and science of coaxing lifetime loyalty from daily transactions.” – Steve Curtin
“Customer experience isn’t an expense. Managing customer experience bolsters your brand.” – Stan Phelps
“The customer’s perception is your reality.” – Kate Zabriskie
“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angelou
“The biggest risk is not taking any risk. In a world that is changing really quickly, the only strategy that is guaranteed to fail is not taking risks.” – Mark Zuckerberg
“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 favor by serving him. He is doing us a favor by giving us an opportunity to do so.” – Kenneth B. Elliott
“There is only one boss. The customer.” – Sam Walton
“You can’t transform something you don’t understand. If you don’t know and understand what the current state of the customer experience is, how can you possibly design the desired future state?” – Annette Franz
“Make the customer the hero of your story.” – Ann Handley
“Whatever you do, do it well. Do it so well that when people see you do it, they will want to come back and see you do it again, and they will want to bring others and show them how well you do what you do.” – Walt Disney
“If you don’t care, your customer never will.” – Marlene Blaszczyk
“Always remember that everyone with whom you have a relationship has an invisible sign on their forehead that says ‘Make Me Feel Important.’ Treat them accordingly” – Eric Philip Cowell
“Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.” – Chip Bell
“If you are not taking care of your customers, your competitor will.” – Bob Hooey
“Repeat business or behavior can be bribed. Loyalty has to be earned.” – Janet Robinson
“Customer experience better be at the top of your list when it comes to priorities in your organization. Customer experience is the new marketing.” – Steve Cannon
“Make your marketing so useful, people would pay for it.” – Jay Baer
“Quality in a service or product is not what you put into it. It is what the customer gets out of it.” – Peter Drucker
“Building a good customer experience does not happen by accident. It happens by design.” – Clare Muscutt
“Exceptional customer experiences are the only sustainable platform for competitive differentiation.” – Kerry Bodine
“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.” — Robert Spector
“Customer experience is one of the two core pillars of customer retention; the thing is, you can’t grow if your customers don’t stick around.” – Jes Kirkwood
“It is not the employer who pays the wages. Employers only handle the money … It is the customer who pays the wages.” – Henry Ford
“Your most unhappy customers are your greatest source of learning.” – Bill Gates
“Courteous treatment will make a customer a walking advertisement.” – J.C. Penney
“Good customer service costs less than bad customer service.” – Sally Gronow
“Customer service shouldn’t just be a department, it should be the entire company.” – Tony Hsieh
“Customer service is an opportunity to exceed your customer’s expectations.” – John Jantsch
“The purpose of a business is to create a customer who creates customers.” – Shiv Singh
“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” – Donald Porter
“It is so much easier to be nice, to be respectful, to put yourself in your customer’s’ 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.” – Mark Cuban
“Only once customer service has become habitual will a company realize its true potential.” — Than Merrill
“Customers don’t care about your policies. Find and engage the need. Tell the customer what you can do.” – Alice Sesay Pope
“Always keep in mind the old retail adage: Customers remember the service a lot longer than they remember the price.” – Lauren Freedman
“Here is a powerful yet simple rule. Always give people more than they expect to get.” – Nelson Boswell
“Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them.” –Kevin Stirtz
“The customer is always right.” – Harry Gordon Selfridge
“A lot of people have fancy things to say about customer service, but it’s just a day-in, day-out, ongoing, never-ending, persevering, compassionate kind of activity.” – Christopher McCormick
“We have entered the era of the customers. Today, providing customers with outstanding customer service is essential to building loyal customers and a long-lasting brand.” – Jerry Gregoire
“Great customer service doesn’t mean that the customer is always right, it means that the customer is always honored.” – Chris LoCurto
“We don’t want to push our ideas on to customers, we simply want to make what they want.” – Laura Ashley
“Instead of focusing on the competition, focus on the customer.” – Scott Cook
“The more advocates you have, the fewer ads you have to buy.” – Dharmesh Shah
“The first step in exceeding your customer’s expectations is to know those expectations.” – Roy H. Williams
“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” – Steve Jobs
“Make a customer, not a sale.” – Katherine Barchetti
“Satisfied customer is the best source of advertisement” – G.S. Alag
“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
“No amount of advertising can repair the damage done by failing to properly address a customer’s concern.” – Albert Schindler
“If you make a sale, you make a living. If you make an investment of time and good service in a customer, you can make a fortune.” – John Rohn
“Customers who love you will market for you more powerfully than you can possibly market yourself.” – Jeanne Bliss
“Your target customers have to love you more than they hate change. And people really hate change.” – Erika Hall
“Want your users to fall in love with your designs? Fall in love with your users. That’s how users become excited about designs — being desired is very seductive.” – Dana Chisnell
“Marketing is not the art of finding clever ways to dispose of what you make. It is the art of creating genuine customer value.” – Philip Kotler
“If you want to be a good brand and have a value exchange with the customer… you’ve got to have the listening mechanisms that can catch up to the customer as well.” – Kelly Soligon
“People don’t just buy your products that they can see; they buy your attitude that they can sense.” – Roxanne Emmerich
From CX to Success
Customer-centric services and customer experiencesplay a vital role for any business. Ensuring that all your clients feel valued and honored is what ultimately leads to customer loyalty in the long term. As data shows time and time again, good customer experiences actually costs less than bad customer experiences.
Focus on customer experience and you will not only be able to build customers’ faith in your business but establish a lasting loyalty. Leading businesses in the world recconize this opportunity, and it may just be the key differentiator you need to take your enterprise to the next level, too.