In today’s digital landscape, a great customer experience is crucial. Customers have the power to choose between competing companies with a simple Google search. As Doug Warmer, former chairman of the board of J.P. Morgan & Co said, “it’s important to remember that your competitor is only one mouse click away.”
Given that it costs 6 or 7 times more to attract a new customer than to retain a new one, customer experience is more important than ever. On top of that, consumers are 2 times more likely to share their bad customer service experiences than they are to talk about positive experiences. Research also suggests that it takes 12 positive customer experiences to make up for one negative one.
Providing a great customer experience has always been important – and always will be. However, the Internet has made an effective customer experience a major competitive advantage for any business. The connected, happy, and loyal customer has more power in today’s market than ever before.
There are many statistics out there speaking to the effects of poor customer experience on a business. Although statistics are part of the story, sometimes, greater insights come from quotes. There is certainly no shortage of inspirational quotes out there, but I’ve compiled some of my favourite quotes relating to customer experience. Here are 15 inspiring quotes that any business can relate to:
“Your most unhappy customers are your greatest source of learning.” ~Bill Gates
“Trust: The reputation of a thousand years may be undermined by the conduct of one hour.” ~Japenese Proverb
“As you’ve noticed, people don’t want to be sold. What people do want is news and information about the things they care about.” ~Larry Weber
“It is not your customer’s job to remember you, it is your obligation and responsibility to make sure they don’t have the chance to forget you. ~Patricia Fripp
“If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6000 friends.” ~Jeff Bezos
“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” ~Steve Jobs
“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
“Most people spend more time and energy going around problems than trying to solve them. ” ~Henry Ford
“Don’t find customers for your products, find products for your customers.” ~Seth Godin
“Customers may forget what you said but they’ll never forget how you made them feel.” ~Unknown
“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
“Here is a simple but powerful rule: always give people more than what they expect to get.” ~Nelson Boswell
“There are no traffic jams along the extra mile.” ~Roger Staubach
“You’ve got to start with the customer experience and work back toward the technology, not the other way around.” ~Steve Jobs
I thought it was fitting to finish off with the following quote by Jerry Gregoire, “The customer experience is the next competitive battleground.” By 2020, customer experience will overtake price and product as the key brand differentiator. Customers have more power and choice than ever before, and if they don’t like the experience they have with you, they will leave, with little chance of returning.
What are some of your favourite customer experience and engagement quotes? We’d love to hear them.