30 Great Customer Experience Quotes

customer experience  quotes of 2014 from the Frank Online Marketing Show

Some of the great podcast guests of the past year (Collage courtesy of GetLoupe.com)

It has been another great year of interviewing inspiring experts on customer experience, online marketing, social media and business strategy on the Frank Online Marketing Show.

The show has now been renamed the Frank Reactions podcast, to reflect its focus on the the people side of customer experiences, online and off.

Here are some customer experience highlights from the 2014 podcasts. (You may also want to check out 20 Great Marketing Quotes of 2014,)

On Perceptions

From What’s Harder: Climbing Everest or Selling Online? (Jamie Clarke, @JC_Climbs)

From Productivity Secrets of John Lee Dumas, Podcaster Extraordinaire  (John Lee Dumas, @JohnLeeDumas)

From Want to Fix Your Company’s Customer Service?  (Chris Daffy, @chrisdaffy111)

“The subject [of customer service] is one which is very easy to understand. That’s one reason people discount it. Yes, of course, we have to look after customers.  Now let’s get down to running the business.” @chrisdaffy111 (Chris Daffy) in Want to Fix Your Company’s Customer Service? 

From Want Some Customer Experience Love? Learn To Love Numbers! (Stephan Sigaud, @TNS_global)

From Jay Baer On How Even Small Companies Can Compete (Jay Baer, @JayBaer) 

To start building a great customer experience, “Have a fantastic website. One that answers every possible question your prospects or customers might have.” @JayBaer (Jay Baer)  in Jay Baer On How Even Small Companies Can Compete 

From Call To Action: Don’t Make This Online Marketing Mistake! (Tim Paige, @TimThePaige

“Make your copy, your videos, your buttons, make everything tailored to what your customer is going to get.” @TimThePaige (Tim Paige) of LeadPages, in Call To Action: Don’t Make This Online Marketing Mistake! 

From Can Improving Customer Experience Be This Easy? (Bernard Rosauer, @BernardRosauer @3BellCurves

“Way more often than not, what the CEO thinks is happening is not what the frontline thinks is happening.”@BernardRosauer @3BellCurves (Bernard Rosauer) in Can Improving Customer Experience Be This Easy?

From Time to Stop Worrying About Your Net Promoter Score (NPS)?  (Bill Lee, @Bill_Lee)

 

On People

From If A Lawyer & Bank CEO Can Use Social Media, So Can You! (Peter Aceto, @PeterAceto)

“Executing empowerment is harder than it sounds. Front-line staff need knowledge, confidence, experience, so start with great training and continue with great coaching.” @PeterAceto (Peter Aceto) in If A Lawyer & Bank CEO Can Use Social Media, So Can You! 

From The Secret to Strong Competitive Advantage (Niraj Dawar, Author of “Tilt”) 

“The customer is too important to leave to one manager even if that manager has a C-level title”- Niraj Dawar, Author of “Tilt”, in The Secret to Strong Competitive Advantage 

From What’s Harder: Climbing Everest or Selling Online? (Jamie Clarke, @JC_Climbs

“It starts with hiring; if they buy into our vision. The desire to inspire our customers to be active colors what staff do.” – @JC_Climbs (Jamie Clarke), @LiveOutThere, What’s Harder: Climbing Everest or Selling Online?

From Process is Key to Delivering Great Customer Experiences (Errol Denger, @ErrolDenger

“Leaders need to ensure that everyone understands not just the customer they serve, but the unique value their company delivers” @ErrolDenger (Errol Denger), @IBMSmrtCommerce in Process is Key to Delivering Great Customer Experiences 

From Want to Fix Your Company’s Customer Service? (Chris Daffy, @chrisdaffy111) 

From Are You Frustrated By A Bad Change Management Process? (Vik Maraj) 

From Can Designers Help You Build Better Customer Service? (Sara Mesing,@smmeese, @Xplane ) 

From Does Your Boss Think You’re Stupid? (Chuck Blakeman @ChuckBlakeman)

“If you even subtly believe that the people under you are somehow less smart and less motivated than you are, you create an environment where that’s true.” Chuck Blakeman in Does Your Boss Think You’re Stupid?

From Can Improving Customer Experience Be This Easy? (Bernard Rosauer, @BernardRosauer

 

On Process

From Want to Fix Your Company’s Customer Service? (Chris Daffy, @chrisdaffy111) 

From If A Lawyer & Bank CEO Can Use Social Media, So Can You! (Peter Aceto, @PeterAceto) 

“You need principles because you can’t give somebody a rule book about how to answer every permutation and question that might arise. But if they get the values and principles, they’ll usually be OK.” @PeterAceto in If A Lawyer & Bank CEO Can Use Social Media, So Can You!

From Can Improving Customer Experience Be This Easy? (Bernard Rosauer, @BernardRosauer

“Every organization is a system that really needs to work together to get the end customer what it needs in a timely fashion.” @BernardRosauer  @3BellCurves in Can Improving Customer Experience Be This Easy?

From Can Designers Help You Build Better Customer Service? (Sara Mesing, @smmeese

“Customer experience is influenced by what happens in the back end before the customers get involved in any way.” @smmeese (Sara Mesing), @Xplane, in Can Designers Help You Build Better Customer Service?

From Does Your Boss Think You’re Stupid? (Chuck Blakeman, @ChuckBlakeman

From Want Your Staff To Care About Customer Service? Care About Your Staff (Paul Taylor, @AWWCanada

“It’s about going to your employees, talking to your employees, about what’s working, what’s not working, what some of their pain points are, and then changing it because they know the job better than we do.” – Paul Taylor, All Weather Windows (@AWWCanada)  in Want Your Staff To Care About Customer Service? Care About Your Staff 

From Want to Fix Your Company’s Customer Service? (Chris Daffy, @chrisdaffy111) 

“The problem is not usually that the machine shut down, but rather that some other part of the process is not the best it could be and caused a defect to occur.” @chrisdaffy111 (Chris Daffy) in Want to Fix Your Company’s Customer Service? 

From Can Improving Customer Experience Be This Easy? (Bernard Rosauer, @BernardRosauer  @3BellCurves)

“The thing that organizations have to understand is that while they have those silos, customers pass through them horizontally. … So it’s not enough for the walls of the silos to be soft or penetrable. The silos actually have to dance.”  @BernardRosauer  @3BellCurves in Can Improving Customer Experience Be This Easy?

From Want Your Staff To Care About Customer Service? Care About Your Staff (Paul Taylor, @AWWCanada

“We’ve trained our team leads & supervisors & key managers on both sides of the wall, in production and on the office side too, to learn how to ask the right questions to work with employees so they’re giving them those process improvements.” – Paul Taylor, All Weather Windows (@AWWCanada)  in Want Your Staff To Care About Customer Service? Care About Your Staff 

 

On Profits

From Want to Fix Your Company’s Customer Service? (Chris Daffy, @chrisdaffy111) 

“Lots of money is wasted by organizations trying to train the wrong people instead of spending that money on hiring the right ones in the first place.” @chrisdaffy111 (Chris Daffy) in Want to Fix Your Company’s Customer Service? 

From How To Make More Money With Less Work (Melanie Benson Strick, @MelCoach)

“Most people stop their ability to grow by saying “I can’t afford it”. Instead, say “what would have to happen to make this a profitable investment?” – @MelCoach (Melanie Benson Strick), in How To Make More Money With Less Work

From From Bricks ‘n Mortar to Online Store Success  (Ben Burmaster, @Snuggle_Dad ) 

“We look at the lifetime value of the customer, not just a single transaction.” – @Snuggle_Dad (Ben Burmaster) of Snugglebugz in From Bricks ‘n Mortar to Online Store Success (& More From Dx3 2014)

From Want Some Customer Experience Love? Learn To Love Numbers! (Stephan Sigaud, @TNS_global) 

“Because competing on product is more and more difficult, because competing on price is never a good idea, competing on channel, access, now everything is available on Amazon or anywhere else, so the only place where you can keep competing, which to me is the next, or the current, competitive battlefield is customer experience.” – Stephan Sigaud, @TNS_global in Want Some Customer Experience Love? Learn To Love Numbers!

Please share these quotes with your friends and colleagues.

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