Today, great customer service is essential for the success of your business. Building a brand that serves customers wholeheartedly and that is genuine, personal and compassionate will create a memorable customer experience.
We’ve compiled a list of customer service quotes from some of the most influential entrepreneurs and business people. A stronger focus on customer service will inspire and motivate you, your team and your business, to keep your customers a priority and inspire loyalty to your brand.
Engage your customers
Mark Zuckerberg is the CEO and co-founder of social networking giant, Facebook. Through social engagement and participating within the online community of users, he has built the brand into the most popular social networking site in the world with over 1.65 billion monthly active users, as of April 2016.
“Serving more people, increasing your customer base and making them more deeply engaged is by itself good business.”
Mark Zuckerberg – Facebook
Engage with your customers and build strong emotional connections with your customers. This will allow you to better understand their needs and increase consumer loyalty.
Exceed customer expectations
Setting realistic expectations and then going above and beyond and exceeding those expectations is unexpected and will improve your customer satisfaction and enhance the overall customer experience.
“The key is to set realistic customer expectations, and then not to just meet them, but to exceed them – preferably in unexpected and helpful ways.”
Richard Branson – Virgin Group
Richard Branson is the founder of the Virgin Group, which comprises of over 400 companies. The Virgin Group of companies are customer-centric focused and never shy away from offering ‘unexpected expectations’ to their customers.
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Virgin America provides clean, comfortable planes for their passengers and Richard says “we try to surpass travellers’ expectations by offering better entertainment, good food, and more comfortable seats” and the airline has consistently won customer service awards.
Exceed the expectations of your customers and you transform customers into brand advocates that rave about your product and services and share their experiences with others. Richard says: “Once you’ve established a loyal base of users, your business will soar.”
Understand your customers and innovate
Customers have many choices and instant access to information about products and services that are available. Your product and services need to stand out from your competitors. When you really get to know your customers, you will understand what they need, even before they do
“Get closer than ever to your customers. So close, in fact, that you tell them what they need well before they realize it themselves.”
Steve Jobs – Co-founder of Apple
Steve Jobs was co-founder of Apple and a great example of an entrepreneur and innovator that understood Apple’s customers so well that he introduced many new and innovative products with the iPod, iPhone and iPad, all devices that no one even knew they needed, until they tried one.
Customers don’t always know what they want and Henry Ford, founder of Ford Motor Company and manufacturer of the first automobile, is testimony to this when he said, “If I had asked people what they wanted, they would have said faster horses”. Understanding your customers is paramount to innovation and giving your customers products and services that make an impact and satisfy their needs.
Customer service complaints are opportunities
Turn your customer service complaints into opportunities. Customer complaints offer you the opportunity to turn a negative situation into a positive one. Handling customer service complaints correctly can provide excellent opportunities to build stronger relationships with your clients and retain loyal customers.
“Inside of every problem lies an opportunity.”
Robert Kiyosaki, Author of Rich Dad Poor Dad
When you encounter customer complaints, listen carefully, acknowledge the problem and remedy the situation as best as you can. Do everything you can to delight your unhappy customer by accommodating to their needs and making them feel important. Deliver above and beyond their expectations and they’ll feel more valued.
Handling complaints quickly and professionally can have a big impact on your business’ reputation and sales. Make your wrongs, right, and customers will reward you by returning to your brand again and again and sharing their experience with their friends.
“Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business.”
Zig Ziglar – Author and Salesman
Learn from your unhappy customers
For every unhappy customer, there is another that quietly takes their business elsewhere and tells their friends and family about their unpleasant experience with your company.
“Your most unhappy customers are your greatest source of learning.”
Bill Gates – Co-founder of Microsoft Inc.
Unhappy customers are an invaluable resource that can provide an honest assessment of your products, service and business processes where you can learn from and implement strategies to continually improve areas of your business and outshine your competition.
It’s how we deal with the complaint that what matters to the customer the most, when a customer complains. Customers expect someone in your business to listen and resolve the issue satisfactorily.
Don’t take offense to the customer’s complaints and think of the complaint as a valuable resource where you can improve your business and take it to the next level. Appreciate the fact that the customer has not quietly taken their business elsewhere and that they would like the relationship with your company to continue.
Believe in the voice of your customers and take dissatisfied customers seriously by listening to them and using each opportunity to improve your business.