1.Continually Ask Yourself, “Is This How I Would Want to Be Treated if I Were the Customer?”
2.“The first step in exceeding your customer’s expectations is to know those expectations.”– Roy H. Williams, Founder of Wizard of Ads.
3.“Great companies don’t hire skilled people and motivate them, they hire already motivated people and inspire them.”
4.“Quality is more important than quantity. One home run is much better than two doubles.”
5.“Exceed your customer’s expectations. If you do, they’ll come back over and over. Give them what they want – and a little more.”
6.“If there’s one reason we have done better than our peers in the Internet space over the last six years, it is because we have focused like a laser on customer experience.”
7.“Any business with delighted customers has a sales force they won’t have to pay; You don’t see them, but they are talking to people all the time.”
8.“The best way to find yourself is to lose yourself in the service of others.” – Mahatma Gandhi, leader of the Indian independence movement.
9.“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.”
10.“The most important single thing is to focus obsessively on the customer. Our goal is to be earth’s most customer-centric company.”
11.“There is only one way to succeed in anything and that is to give it everything.”
12.Good customer service begins at the top. If your senior people don’t get it, even the strongest links further down the line can become compromised.
13.“When you assume negative intent, you’re angry. If you take away that anger and assume positive intent, you will be amazed.” – Indra Nooyi, Former CEO and the Chairperson of PepsiCo.
14.I think it’s very important to have a feedback loop, where you’re constantly thinking about what you’ve done and how you could be doing it better.”
15.“Revolve your world around the customer and more customers will revolve around you.” – Heather Williams, A Scholar of African American Studies and Lawyer.
16.“You’ve got to start with the customer experience and work back toward the technology, not the other way around.”
17.“We’re not competitor obsessed, we’re customer obsessed. We start with what the customer needs and we work backwards.”
18.“We take most of the money that we could have spent on paid advertising and instead put it back into the customer experience. Then we let the customers be our marketing. Historically, our number-one growth driver has been from repeat customers and word-of-mouth.”
19.“Branding Through Customer Service Over the years, the number one driver of our growth at Zappos has been repeating customers and word of mouth. Our philosophy has been to take most of the money we would have spent on paid advertising and invest it into customer service and the customer experience instead, letting our customers do the marketing for us through word of mouth.”