“Show me a company with high customer loyalty and low employee engagement - I dare you.”
- Bill Cusick, customer experience expert
“It’s rare for people to genuinely try to understand what others are trying to say.”
- Scott Berkun, Mindfire: Big Ideas for Curious Minds
“Without caring there can be no quality.”
- Joel Barker, Future Edge
"A happy customer tells a friend; an unhappy customer tells the world.”
- unknown
“The measure of success is not whether you have a tough problem to deal with, but whether it is the same problem you had last year.”
- John Foster Dulles, Former Secretary of State
“Be faithful in small things because it is in them that your strength lies.”
- Mother Theresa
“Treat your employees the way you want your customers treated.”
- Shep Hyken, customer experience expert
“What looks like a people problem is often a situation problem.”
- Chip Heath and Dan Heath, Switch: How to Change Things When Change is Hard
“You must earn the right to continued relationships with customers.”
- Jeanne Bliss, customer experience expert
“The value is going to get created in providing technology-enabled solutions for customers. And if it is the customer that matters most, instead of the technology, then I want to invest in customer obsessed companies, not technology obsessed companies.”
- Fred Wilson, Venture Capitalist
Great customer service doesn’t just happen, it’s intentional. It starts with a customer experience strategy that considers how each part of the customer journey, from brand strategy to front-line service, contributes to a consistently great customer experience. Learn more by downloading the Customer Experience Strategy Map below:
~Janessa Lantz
Posted on 12-07-2012
