Debbie, one of our readers, suggests asking “for the customer’s name first, rather than reference number, address, etc.” “It is easy to … And that is pretty special. Without respect, there is no love. Certainly, accountants can't tell the difference between good and bad profits. “Conversation with customers will increase sales, even if the product or service is never mentioned.” – George Farris, founder of Farris Marketing, 13.“People shop and learn in a whole new way compared to just a few years ago, so marketers need to adapt or risk extinction.” –Brian Halligan, founder & CEO of HubSpot, 14. Fall in love with your users. “Give them quality. Sometimes it happens; sometimes it doesn’t. Your email address will not be published. “The best marketing strategy ever: CARE.” –Gary Vaynerchuk, entrepreneur, speaker & marketing expert, 2. Our business is about technology, yes. When you deliver earlier than expected, the customer will be happy about the surprise. Then get out, go to work, and serve the customer!” – Gene Buckley, “Just having satisfied customers isn’t good enough anymore. That’s been my guiding principle. – Sally Gronow, "Customer service shouldn't just be a department, it should be the entire company." To make the most of these experiences, here are some helpful tricks for building rapport with your customers. In relationships, the little things are the big things.”  – Stephen R. Covey, “The fundamental glue that holds any relationship together is trust.” – Brian Tracy, “I think a relationship is like a shark. Employers only handle the money … It is the customer who pays the wages.” – Henry Ford, “Your most unhappy customers are your greatest source of learning.” – Bill Gates, “Courteous treatment will make a customer a walking advertisement.” – J.C. Penney, "Good customer service costs less than bad customer service." For more information, check out our privacy policy. You shouldn't go into work like you're going on a date, like you're hanging out with friends. Imagine if you're having a bad day and feeling very frustrated when an issue pops up with your new product. To avoid any awkwardness or confusion, also leave it to the customers to address their pronouns themselves. Humanize them. - Jay Baer, “Quality in a service or product is not what you put into it. How to be a Leader Every Day for your Customers, What Happens When You Ruin Breakfast for Your Customer, How to Engage with your Remote Employees During a Pandemic, 10 Ways Leaders can Build Trust with their Team, 12 Traits of a Great Social Media Customer Service Star, Work Smarter by RePurposing your Digital Content. Icebreakers aren't just for summer camp and first days of class; they can also benefit your interaction with a customer. And is the foundation upon which many other qualities for success are built, such as respect, dignity and trust.” – John C. Maxwell, “The best feeling in the world is knowing you mean something to someone.” – Anonymous, “I have come to realize that customers love companies that make them feel good about themselves—companies that reflect what they, the customers, believe about themselves. It's hard to be told to be genuine, as that already seems like a recipe for dishonesty. It’s about perpetual motion. “Content should ask people to do something and reward them for it.” –Lee Odden, digital marketer and strategist, 38. She lives in the Bay Area with her husband, their two children and two dogs. Customers can clearly tell when you're speaking from a script. There's nothing more infuriating than when you give a long-winded, exasperated explanation of your problem to a customer support representative, just to have them respond immediately with, "I understand, but…" and a defensive reasoning that implies they actually don't understand. We see our customers as invited guests to a party, and we are the hosts. Book by Alan L. Alford, p. 71, October 1, 2012. If they don't state their pronouns to you, and you're still unsure, it's best to completely avoid using pronouns at all. If they seem to be in a good mood, then that's great -- you too can crack jokes and be positive. “I’ve learned that any fool can write a bad ad, but that it takes a real genius to keep his hands off a good one.”—Leo Burnett, founder of the Leo Burnett Group, 77. You can hand out reward cards, or use a loyalty program app to track customer rewards. If you really want a booming business, you have to create raving fans.” – Ken Blanchard, “Happy customers are your biggest advocates and can become your most successful sales team.” – Lisa Masiello. Make sure your staff returns voicemail messages and emails promptly. “People share, read, and generally engage more with any type of content when it’s surfaced through friends and people they know and trust.” –Malorie Lucich, head of product communications at Pinterest, 41. Customer Experience Quotes “We see our customers as invited guests to a party, and we are the hosts. If you have employees, teach them how to effectively communicate with customers. If the customer's problem ends up being a long-term occurrence, you'll want to develop a relationship with the customer. The best employees know when to ask for help, which helps them learn and grow better. If a situation emerges in which you want to start a personal friendship with a client, make sure to speak with your manager first about protocol and ensure that future conversations occur outside of the workplace. Your customers expect great products or services from you. Listen and reply as if that customer were your friend explaining a problem to you. All good relationships rely on honest and open communication. "2010 BPM and Workflow Handbook" by Layna Fischer, Future Strategies Inc., (p. 178), 2010. You are on a team for a reason. Managing customer experience bolsters your brand.” – Stan Phelps, “The customer’s perception is your reality.” – Kate Zabriskie, "I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel." “Even when you are marketing to your entire audience or customer base, you are still simply speaking to a single human at any given time.” –, 90. Instead of waiting for customer service to become a problem, foster communication skills with customers while onboarding new employees. Maintain an employee policy, requiring timely follow-up, to make sure the customer’s needs are met. Turn those phrases around by saying, "I'm not sure of the answer, but I will find out now and get right back to you" or "I'm going to check in with a coworker on the best way to approach this problem." Be true to your word and follow through with your actions. And, you may gain more returning customers, referrals and net income in the process. Here I have compiled 101 of the top customer experience quotes, and I hope one of these quotes can inspire you in your own efforts to make your organization more customer-centric. As a small business owner, you have an advantage when it comes to building customer rapport. Get personal with your customer. “Successful companies in social media function more like entertainment companies, publishers, or party planners than as traditional advertisers.” – Erik Qualman, digital leadership expert, 19. – Scott Cook, "The more advocates you have, the fewer ads you have to buy." These responses have a negative connotation and can leave the customer wondering why the person supposedly dedicated to "supporting" them doesn't seem to have the answers. “An ad is finished only when you no longer can find a single element to remove.”—Robert Fleege, advertising expert, 67. Only then can you find a way to solve their problems or meet their expectations. Customer support is rooted in collaboration, so make the most of that opportunity. A good relationship is a good relationship. If you make an investment of time and good service in a customer, you can make a fortune.” – John Rohn, “Customers who love you will market for you more powerfully than you can possibly market yourself.” – Jeanne Bliss, “Your target customers have to love you more than they hate change. There isn’t a stronger connection between people than storytelling.” –Jimmy Neil Smith, Director of the International Storytelling Center, 62. 5. If you want to be smart, be smart in the shower. Rather than just telling customers about your business, have conversations with them. There are many online tools and social media outlets you can use to reach customers. As much as you might enjoy interacting with them, you should never cross that line. The phrases “marketing” and “advertising” are generally disliked and distrusted by consumers, making some small businesses wary of how to promote their businesses. It's normal as a customer support rep to want to have a response to everything a customer says. They strengthen others by increasing self-determination and developing competence.” – Deb Calvert, “Treat the customer like you would want to be treated. Trust drives revenue.” – Andrew Davis, marketing speaker & bestselling author, 32. “Copy is a direct conversation with the consumer.”–Shirley Polykoff, 75. Discover a better way to hire freelancers. Rather, take the opportunity to mirror your customer. If you're going to tell a customer, "I don't know, but I'll find out," then you should actually find out. “Good content isn’t about good storytelling. “If great content is the hero, then banners are the villain.” –Michael Brenner, CEO of Marketing Insider Group, 52. And people are trying to communicate in a certain way on Facebook – they share information with their friends, they learn about what their friends are doing – so there’s really a whole new opportunity for a new type of advertising model within that.” –Mark Zuckerberg, creator of Facebook, 54. How do you know they’re strong? -- Ken Blanchard. The same can go for a customer. Whether it’s in your personal life or at work, the same advice around empathy, trust, compassion and effort all apply. In a world that is changing really quickly, the only strategy that is guaranteed to fail is not taking risks.” – Mark Zuckerberg, “A customer is the most important visitor on our premises, he is not dependent on us. Copyright © 2020 Entrepreneur Media, Inc. All rights reserved. Not the product you make.” –Unknown, 105. “Simplicity is the ultimate sophistication.” –Leonardo Da Vinci, renaissance man, 70. “If your content isn’t driving conversation, you’re doing it wrong.” –Dan Roth, LinkedIn’s executive editor, 56. People read what interests them. “We need to stop interrupting what people are interested in and be what people are interested in.” – David Beebe, branded content producer, 51. Treat each customer as if they are the only one!” – Laurice Leitao, “If you don't appreciate your customers, someone else will.” – Jason Langella, "The most valuable resource you can give customers is your time. “Word of mouth can be as important, if not more important, for neighborhood businesses as traditional advertising.” –Ekaterina Walter, marketing strategist, 101. “Content builds relationships. Premium plans, Connect your favorite apps to HubSpot. “An ad is finished only when you no longer can find a single element to remove.”—, 67. However, it can be infuriating to be … “Going viral is not an outcome; it”s a happening. He is the purpose of it. “Content is king, but engagement is queen, and the lady rules the house!” –Mari Smith, social media master, 36. “Getting the like is easy. “Doing business without advertising is like winking at a girl in the dark. It’s our job every day to make every important aspect of the customer experience a little bit better.” – Jeff Bezos, “It takes 20 years to build a reputation and five minutes to ruin it. After that point, it's your responsibility to pronounce their name correctly.