8 customer experience quotes that spell out success for you


Share on LinkedIn

I do a lot of reading. I read books (a list of my favorites from 2011 here). I read magazines. I read newspapers. And, I read blogs. I love having a rich set of contemporaries – some are line leaders and some are customer experience practitioners. Even a pundit or two. I learn something from them most days (recently, Valeria Maltoni has been nailing it on her blog, Conversation Agent).

So, it came as no surprise to me as I looked back on some of the more notable posts I’ve read and bookmarked that certain statements started to stand out. Quotes that really summarized what brands big and small need to think about from a customer experience standpoint in today’s frantic business climate.

Today I thought I’d share with you a number of those quotes. It’s a good list from a number of blogs and business people I read regularly and respect. Enjoy!

Ever notice that while price and service are both part of your customer’s experience, in their minds, how they feel often trumps what they pay. We see it every day. How do you deliver on both the tangible (product, price) and emotional parts of your customer experience?

  • “When a brand connects with their customer, that in some ways is the easy part, the hard part is keeping the customer at the center after the success/profits comes flooding in. Success can breed complacency, success can breed arrogance.” Anna Farmery, The Engaging Brand, “Focus on Customer Experience Delivers Profit”

To me, this gets at the role of experience in customer retention. Too many firms abdicate their responsibility to anticipate the next need a customer may have. After all, in many ways, it’s more important to retain a customer, increase share of wallet and create an army of brand advocates than it is to acquire new customers over (and over) again.

  • “The most valuable resource you can give customers is your time. Listen to them to uncover their real needs. Only then can you find a way to solve their problems or meet their expectations. Treat the cause, not just the symptoms.” Ginger Conlon, Think Customers: 1 to 1 blog, “5 Ways to Build Customer Engagement”

I love Ginger’s thinking here because she gets at the heart of a key business principal for me: Solving the customer’s problem—and only that problem. Everything we do – from choosing which people to hire to product strategy to fulfillment operations decisions – should be geared toward solving a need your customers will pay you to solve. Focus on that singular problem—nothing more—and you’ll often succeed, and succeed profitably.

  • “You can acquire some measure of knowledge from various research techniques, but nothing beats living, breathing, and feeling the same things your prospect (customers) do.” John Jantsch, Duct Tape Marketing Blog, “5 Elements of a Can’t Miss Business”

Think about the airlines industry. The best way for those companies to get a true feel for the complete customer experience is to hop on one of their planes themselves. Buy a ticket online. Use an iPad to check in.Try to use frequent flyer miles. Business-to-business experiences may be more difficult to walk, but just as critical. These first-hand experiences can be a powerful input for the decision you’ll make after you read this post.

  • “It is no longer good enough to simply satisfy your customers or to have a product that works. No longer can you merely deliver a service within the timescale you have set. All these are important and we have to do them. But what will really make the difference is when the customer asks: when I went through that experience, did the provider really engage with me, did they understand my needs, did they think logically about what was best for me?” Jo Causon, My Customer, “Customer service: What should you measure to generate ROI?”

I think the stakes have been raised. The bar is set higher than just about any time in history in terms of the experiences your customers have with your brand. So, again, listening to your customers is absolutely key. But, don’t stop there. Engage, and then solve.

  • “The way to a customer’s heart is much more than a loyalty program. Making customer evangelists is about creating experiences worth talking about.” Valeria Maltoni, Conversation Agent, “Customer Loyalty Comes from Conversation”

Valeria nails it here. It’s not about creating a killer loyalty program with points and rewards. It’s about delivering an experience that solves their need so well it almost forces your customers to share it with friends, families and colleagues. And, as a business, that’s something you really can’t put a price tag on (but you CAN see it in your financial performance).

  • “Organizations that implement learning relationships are better able to understand and anticipate a customer’s unique needs. Learning organizations understand that great customer experiences start with listening to the customer to learn instead of talking to the customer to sell. Customers in a learning relationship experience a heightened sense of vendor awareness and are more likely to be loyal because their vendor understands their needs.” Alan See, “8 Steps for Building Customer Bonds”

I typically start each first client meeting with a question or two. I don’t preach or teach—I probe. I typically don’t do a lot of talking at those first meetings—I want to hear about their pain points. Their struggles. Where they see opportunities. All that information helps me learn, and in turn, starts our relationship off on the right foot. From there, we can learn together how to best solve that client’s customers’ needs. And, in turn, I’m really after exactly what Alan is describing here: Helping our clients enter into “learning relationships” with their customers to better anticipate needs.

Note: photo by FinancialAidPodcast.com and ChristopherSPenn.com via FlickR Creative Commons.

Republished with author's permission from original post.

Linda Ireland
Linda Ireland is co-owner and partner of Aveus LLC, a global strategy and operational change firm that helps leaders find money in the business performance chain while improving customer experiences. As author of Domino: How to Use Customer Experience to Tip Everything in Your Business toward Better Financial Performance, Linda built on work done at Aveus and aims to deliver real-life, actionable, how-to help for leaders of any organization.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here