Best 23 Customer Experience Quotes 2018

Best 23 Customer Experience Quotes 2018

Customer experience is a crucial aspect of any business’s success. In today’s competitive market, providing exceptional customer service is no longer an option but a necessity. To inspire and guide businesses on their customer experience journey, we have compiled a list of the best 23 customer experience quotes of 2018. These quotes offer valuable insights and serve as a reminder of the importance of prioritizing customer satisfaction.

1. “Your most unhappy customers are your greatest source of learning.” – Bill Gates

Bill Gates, the co-founder of Microsoft, emphasizes the importance of learning from customer feedback. Unhappy customers provide valuable insights that can help businesses improve their products and services.

2. “Customer experience is the new marketing.” – Steve Cannon

Steve Cannon, former CEO of Mercedes-Benz USA, highlights the shift in marketing strategies. A positive customer experience has a tremendous impact on brand reputation and customer loyalty, making it an essential part of marketing efforts.

3. “The customer’s perception is your reality.” – Kate Zabriskie

Kate Zabriskie, an author and customer service expert, emphasizes the significance of customer perception. Regardless of how a business perceives itself, it is the customer’s perception that ultimately determines its success.

4. “Customer experience is not an expense; it is an investment.” – Shep Hyken

Shep Hyken, a customer service expert, emphasizes the long-term benefits of investing in customer experience. A positive customer experience leads to increased customer retention and ultimately boosts profitability.

5. “The goal as a company is to have customer service that is not just the best but legendary.” – Sam Walton

Sam Walton, the founder of Walmart, highlights the importance of legendary customer service. Going above and beyond customer expectations creates a memorable experience that sets businesses apart from their competitors.

6. “If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.” – Jeff Bezos

Jeff Bezos, the founder of Amazon, understands the power of word-of-mouth marketing. Providing a remarkable customer experience leads to positive reviews and referrals, which can significantly impact a business’s growth.

7. “Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” – Donald Porter

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Donald Porter, the former VP of British Airways, highlights the importance of effective problem resolution. Customers understand that mistakes happen, but how a business handles those mistakes determines customer satisfaction.

8. “Customer service is not a department. It’s everyone’s job.” – Anonymous

This anonymous quote serves as a reminder that customer service is the responsibility of every employee. Every interaction with a customer shapes their experience, making it essential for everyone to prioritize customer satisfaction.

9. “The key is to set realistic customer expectations and then not to just meet them, but to exceed them.” – Richard Branson

Richard Branson, the founder of Virgin Group, emphasizes the significance of exceeding customer expectations. By surpassing expectations, businesses create a positive experience that fosters customer loyalty.

10. “Good customer service costs less than bad customer service.” – Sally Gronow

Sally Gronow, a customer experience consultant, reminds businesses that investing in good customer service is more cost-effective in the long run. Resolving issues promptly and efficiently prevents negative experiences that could lead to customer churn.

11. “The more you engage with customers, the clearer things become, and the easier it is to determine what you should be doing.” – John Russell

John Russell, the former CEO of Harley-Davidson, highlights the importance of active engagement with customers. By listening and understanding their needs, businesses can align their strategies and deliver an exceptional customer experience.

12. “Customer experience is the new competitive battlefield.” – Gartner

Gartner, a renowned research and advisory firm, acknowledges that customer experience is a crucial differentiating factor in today’s competitive market. Businesses that prioritize customer satisfaction gain a significant advantage over their competitors.

13. “Your customer doesn’t care how much you know until they know how much you care.” – Damon Richards

Damon Richards, a customer experience strategist, emphasizes the importance of empathy. Customers value businesses that genuinely care about their needs and concerns.

14. “The best advertising is done by satisfied customers.” – Philip Kotler

Philip Kotler, a marketing author and professor, recognizes the power of satisfied customers. Their positive experiences act as testimonials that attract new customers and help build a strong customer base.

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15. “Make a customer, not a sale.” – Katherine Barchetti

Katherine Barchetti, a customer service consultant, reminds businesses to focus on building long-term relationships with customers rather than solely focusing on individual sales. Loyal customers contribute to sustainable business growth.

16. “Customer experience is not an online thing or an offline thing; it’s an everything thing.” – Greg Sterling

Greg Sterling, a marketing analyst, emphasizes the need for a consistent customer experience across all channels. Whether online or offline, customers expect consistent and seamless interactions with a business.

17. “Customer experience is the new currency.” – MindTouch

MindTouch, a customer self-service software company, highlights the value of exceptional customer experience. In today’s digital age, businesses that provide a superior experience gain the trust and loyalty of customers.

18. “The customer experience is the next competitive battleground.” – Jerry Gregoire

Jerry Gregoire, the former CIO of Dell Computers, recognizes the significance of customer experience in gaining a competitive edge. Businesses that prioritize customer satisfaction stand out in a crowded marketplace.

19. “Customer experience is the sum total of conscious events.” – Tim Stock

Tim Stock, a customer experience consultant, emphasizes that every interaction with a customer contributes to their overall experience. Paying attention to every touchpoint is essential in creating a positive and memorable experience.

20. “Do what you do so well that they will want to see it again and bring their friends.” – Walt Disney

Walt Disney, the legendary entrepreneur, understood the importance of creating an exceptional experience that customers would want to share with others. Providing an outstanding experience generates positive word-of-mouth marketing.

21. “Always remember that everyone you meet is afraid of something, loves something, and has lost something.” – H. Jackson Brown Jr.

H. Jackson Brown Jr., an American author, emphasizes the importance of empathy and understanding in customer interactions. Recognizing and addressing customers’ fears, loves, and losses can create a deep connection and enhance their experience.

22. “The best way to find out if you are doing the right thing is to check how it feels for the customer.” – Anonymous

This anonymous quote reminds businesses to put themselves in the customer’s shoes. By considering the customer’s perspective, businesses can ensure they are providing the best possible experience.

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23. “Innovation needs to be part of your culture. Customers are transforming faster than we are, and if we don’t catch up, we’re in trouble.” – Ian Schafer

Ian Schafer, a digital marketing expert, emphasizes the need for continuous innovation. Adapting to evolving customer needs and preferences is vital for long-term success.


Q: How can businesses improve their customer experience?

A: Businesses can improve their customer experience by actively engaging with customers, listening to their feedback, and addressing their concerns promptly. It is crucial to set realistic customer expectations and strive to exceed them consistently.

Q: Why is a positive customer experience essential for businesses?

A: A positive customer experience is essential for businesses because it leads to increased customer loyalty, positive word-of-mouth marketing, and higher customer retention rates. It also helps in building a strong brand reputation and gaining a competitive edge in the market.

Q: How can businesses measure customer experience?

A: Businesses can measure customer experience through various metrics, such as customer satisfaction surveys, Net Promoter Score (NPS), customer retention rates, and online reviews. These metrics provide valuable insights into the effectiveness of a business’s customer experience initiatives.

Q: What role does empathy play in customer experience?

A: Empathy plays a significant role in customer experience as it helps businesses understand and address customer needs and concerns effectively. By showing empathy, businesses can build trust and create a positive emotional connection with customers.

Q: How can businesses ensure a consistent customer experience across all channels?

A: To ensure a consistent customer experience across all channels, businesses should invest in integrated customer relationship management (CRM) systems. These systems help in managing customer data, interactions, and preferences, enabling businesses to provide a seamless experience regardless of the channel.

In conclusion, delivering an exceptional customer experience is vital for businesses to thrive in today’s competitive market. The quotes mentioned above offer valuable insights and serve as a reminder of the significance of prioritizing customer satisfaction. By understanding and implementing these insights, businesses can build lasting relationships with customers and achieve long-term success.