English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service.
FIRST BEST
First, be the best to your customers. Then, you will be the first among your competitors. When it comes to customers and customer service, don’t be just good. Be GREAT out there!
ACTION ATTITUDE
Thinking about customer service excellence doesn’t make it happen; doing something does. Customer service excellence is not an attitude. It’s action.
ACTION EXCUSES
To a complaining customer, when something is wrong, your explanation is an excuse. Customers want action, not excuses.
CARE BIG
Customers don’t care how big your business is. They only care about how big you care about them. So CARE BIG!
CONSISTENCY
Customer loyalty is not one BIG WOW delivered to a customer. It’s one little wow delivered consistently to every customer. Consistency builds trust. Trust builds relationships. Relationships build loyalty. Loyalty builds your business. Deliver customer CARE consistently.
CUSTOMERS CARE
Don’t just serve to sell your products or services to customers. And don’t just serve to satisfy customers. Instead, serve to WOW them. Serve to CARE.
COMMUNICATE with each customer with a smile, eye contact, and polite interaction. Inform each customer transparently and interactively of the product’s or service’s function, liabilities, and advantages to them.
ACKNOWLEDGE each customer’s presence and value to you and your company.
RESPOND promptly and empathetically to each customer’s questions, concerns, and complaints.
ENRICH the experiences and, ultimately, the lives of every customer.
And when you CARE, each customer is WOWED and happy, intent on returning again and again, raving to others on social media.
CUSTOMERS COMPLAIN
Take the perspective that customers complain because they want to help your business. Otherwise, they would walk away, saying nothing, with no intention of ever returning.
CUSTOMERS COMPLAIN VALUE
Your customers aren’t complaining about the price. They’re complaining about the value of their experience for the price you are asking them to pay.
CUSTOMERS DON’T CARE
Customers coming to your business today don’t care how good you were to other customers yesterday. And they don’t care how good you are to others tomorrow. Customers only care how good you are now – to them. So CARE BIG! Don’t be just good. Be GREAT out there!
CUSTOMER EXPERIENCE
Customers are paying for their experience, not your service or product. They buy with emotion and justify their decision with reason. Customers seek the best emotional value in their entire experience, not the minutiae of your logically reasonable best prices, products, or services, virtual or physical locations, AI, ChatGPT, online or human customer support, and many other details of yours.
CUSTOMER SERVICE EXPERIENCE LOYALTY
Customer service is what you do for your customers. Customer experience is how your customers feel about what you did. Customer experience management is what you do before, during, and after you find out how customers feel about what you did. Customer loyalty is how your customers feel about what you did again and again.
EMOTIONAL CONNECTION
To earn customer loyalty, don’t get inside their heads. Get inside their hearts. Create an emotional connection. The more emotional the connections, the more memorable the experiences, and the more loyal the customers are. Loyal customers will return again and again, raving about you to others on social media.
EXPERIENCE RIGHT BOUGHT
You know you have customer experience right when customers don’t tell others what they bought. They tell them whom they bought it from.
FEEL RIGHT
A complaining customer is not always right. But he is always your customer. So do whatever it takes to make him feel right.
FIND KEEP
Your business success is not dependent on how many customers you find. It’s all about how many customers you keep.
FOCUS
Focus on saving your customers time versus saving the company money. Do that and you’ll earn more money than you would have saved.
HUMAN TO HUMAN
Customers don’t go to B2B or B2C companies. They engage companies that are H2H. Human to Human. One to One. Heart to Heart. Customers don’t care how big your company is. They only care about how big you care about them. So CARE BIG!
INTERACTION TRANSACTION
The value to your customers is in their personal interactions, not your “cash or credit” business transactions. Think RELATIONSHIPS or Go Broke. Literally.
LOYALTY
Customer loyalty is not earned by giving points to your customers for buying from you. It’s about delivering service so GREAT you don’t need to.
MAGNIFICENTLY BORING
Customer loyalty is not one BIG WOW to a customer. It’s one little wow delivered consistently to every customer. And when you consistently deliver a little wow, you transform a neutral customer experience into a positive one. So, be Magnificently Boring! Consistently deliver a low-cost, no-cost “a little better than the average experience that customers expect” product or service so repetitively that you feel it is boring, but to the customer, at that moment, you are Magnificent! Customers have an emotional connection with you. The more emotional the connections, the more memorable the experiences, and the more loyal the customers are. Your loyal customers will return again and again, raving about you to others on social media. Consistency builds trust. Trust builds loyalty. Loyalty builds your business. Deliver consistency Magnificently!
MAGNIFICENTLY BORING TO CARE
Be Magnificently Boring to CARE! Consistently CARE for your customers so repetitively that you feel it is boring, but to every customer, at that moment, you are Magnificent! Customers have an emotional connection with you. The more emotional the connections, the more memorable the experiences, and the more loyal the customers are. Loyal customers will return again and again, raving about you to others. Consistency builds trust. Trust builds relationships. Relationships build loyalty. Loyalty builds your business. CARE Magnificently!
MARKETING
Marketing is a promise to customers. Customer loyalty is not built on promises. It’s built on the consistent delivery of service that not only meets but rather exceeds customer expectations of the company’s marketing promises.
NEW MARKETING
Your New Marketing is not your advertising online to customers. It’s your customers raving about you to others on social media.
PERCEPTION
To customers, perception is reality, image is everything, and feelings are facts. Customer experience is not about what you or your customers THINK AFTER their experience. It’s about how your customers FEEL DURING their experience.
RELATIONSHIPS
Think RELATIONSHIPS or Go Broke. Literally.
RENDER REMEMBER
It is not about the service you render. It’s about the experience your customers remember.
SMILE
Good customer service means putting a smile on your face. GREAT customer CARE means putting a smile on your customers’ faces.
STORY
People are talking about you whether you know it or not, like it or not. World-class or no class. And if they’re not talking world-class or no class, then they’re simply not talking about you at all. Make sure you have them tell a WOW story with your GREAT customer CARE.
SUCCEED INNOVATE
When it comes to customers and customer service, if, at first, you don’t succeed, innovate until you do.
TECHNOLOGY
Not every customer experience can be made better with technology. Focus on the customer, not technology.
If you think 25 QUI QUOTES are a little more than I reminded you, you’re right. When you are in customer service, don’t just serve to sell to your customers. And don’t serve to satisfy your customers. Don’t treat your customers as they expect to be treated. And don’t treat your customers as you expect to be treated. Instead, treat your customers a little better than they expect to be treated. When it comes to customers and customer service, don’t be just good. Be GREAT out there!
#customerservice #customerexperience #customerloyalty #custserv #custexp #cx
BILL QUISENG | Deliver the World's Best Customer Experience 