Inspiring Quotes for Customer Experience

For Innovative Outcomes…
These Short Inspiring Quotes Will Make You
Think Differently About Customer Experience

© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com
As a marketer, you lead a very busy life in the experience economy.
Professionally you are trying to grow your business. You have to stay on top of
the budget, branding, content creation, industry trends, personalization, real-
time response to customers – not to mention struggling to find time for
personal life. You increasingly juggle with data (facts and figures) to get smarter
and more efficient, but often insufficient data slows you down.
So we looked at advice and wisdom by industry thoughts leaders and marketing
experts, shared in the form of inspiring quotes to help you focus on what you
can do to improve customer experience (a growing priority) for a better
tomorrow.
We hope this gives you a breath of fresh air and helps you effortlessly sum up
an idea to help you put your company on the road to success.
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© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com 3
“A customer is the most important visitor on
our premises. He is not dependent on us. We
are dependent on him. He is not an
interruption of our work. He is the purpose of
it. He is not an outsider of our business. He is
part of it. We are not doing him a favour by
serving him. He is doing us a favour by giving us
the opportunity to do so.”
Mahatma Gandhi
Customer define our existence. What they perceive about us can make or break us.
Learning

© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com
“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
To keep pace with demanding clients, it's mandatory to start investing in customer experience
management. And the new mantra is Innovation = invention + commercialization
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Learning

“Each business is a victim of Digital Darwinism,
the evolution of consumer behaviour when
society and technology evolve faster than the
ability to exploit it.”
Brian Solis
Just because you are complacent and still use a
traditional approach to serving your customers
does not mean competition is laid back too.
They may surprise you any day with their
human-centric approach and adoption of next-
gen technology.
Learning

Spoilt for choice, today’s customer vanish overnight without any forewarning. You need to find
the hooks that your product should have that can address their irritation, pain, and help
overcome failure.
Learning
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image source : Geralt, Pixabay
“In the world of internet customer service, it’s
important to remember your competitor is only
one mouse click away”
Doug Warner
Learning

"You have to empathize with your target
audience in three ways: how they discover
information, their preferences for consumption
- which drills down into channels, devices, and
content - and what motivates them to take
action."
Lee Oden
Your customer is in pain or has a desire and is looking out for a solution. So, make it easy to find a
solution. Put yourself in their shoes and identify with their needs and wants. Try and understand
their situation, feelings, and motives along the buying cycle. Apply this insight to products
development, marketing communication, customer care, training, etc.
Learning Image source ; IAN Balrd, Flickr

Enable customer to buy your product or services from any channel (online, mobile and offline).
The way to the customer’s heart is by providing seamless communication and experience across
all channels.
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“Make your product easier to buy than your
competition, or you will find your customers
buying from them, not you.”
Mark Cuban
Learning

"No one wakes up in the morning thinking
they want to see an ad or get yet another
email in their inbox, so your job as a marketer
is to be more relevant and more remarkable
than anyone else in your space.”
Mike Volpe
No one likes being pushed. Your customers will only buy when they are ready. So as marketers,
stop screaming for their attention. You need to stop interrupting customers with the notification
hell. Instead, build products that people are interested in and willing to buy.
Learning Image source : pexel

“You’ll never have a product or price
advantage again. They can be easily
duplicated, but a strong customer service
culture can’t be copied”
Jerry Fritz
Image source : Celena Galli, Flickr
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Learning
Product features and offers can easily be aped by competition. But, it’s very difficult to replicate
the emotional connect or exclusive “experience” your brand provides to customers.

“Customer experience is the next competitive
battleground it’s where businesses are won or
lost”
Tom Knighton
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Today, the only real differentiator is the service, you can provide to your customers.
Learning image source : Marxpeterson, Pixabay

© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com Image source : Alan Cleaver, Flickr12
"Get closer than ever to your customers. So
close that you tell them what they need well
before they realize it themselves.“
Steve Jobs
Put yourself in the customer shoes while designing the experience they want. Use data-driven
insights to predict what they want before they realise they want it.
Learning Image source : Wikimedia

© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com© Innovatus Marketers Touchpoint LLP. All rights reserved. http://marketerstouchpoint.com Image source : Wikimedia 13
“Your most unhappy customers are your
greatest source of learning."
Bill Gates
Learning
Mistakes are part of the game. It’s how well you can identify where you went wrong; understand
what, when, where and how to change. Ability to track and measure the progress and make
necessary course corrections.
Image source : PD Pics, Pixabay

“You’ve got to start with
the customer experience
and work back toward the
technology, not the other
way around.”
Steve Jobs
The customers wants a solution to address their pain or meet their desire. The technology used
is not their primary concern.
Learning
14

Image source : Steve jurvestone, Flickr
15
“Only when the design fails does it call
attention to itself; when it succeeds.
it’s invisible”
John D. Berry
Learning
In the attention-deficit digital world, its easy to get management attention when the solution is
not working, profits are dwindling and customers are walking away from your brand. The
question is why lead it to such an extreme situation, that is detrimental to business.

“We can’t solve problem by using
the same kind of thinking we used when
we created them.”
Albert Einstein
Image source : Ambroochizafer, Pixabay
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Learning
To provide a seamless customer experience, shift your mindset to an Outside-In approach .
Listen to your customers and provide value that helps them to get their jobs done (better than
your competition ).

“Customer service is not a department, it’s
everyone’s job.”
Anonymous
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Learning
For too long, the contact center has been held responsible to address customers complaints. But
in reality, every department is responsible to provide the wow experience to customers – from
R&D through to marketing to finance.
Image source : Unsplash, Pixabay

To break down the departmental silos and improve communication and transparency, you will
need the support from top management. The key to success is the right culture of appreciation
where every individual's effort is acknowledged and never taken for granted. You also need tools
to facilitate this new culture of sharing, to bridge the gaps between departments.
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Break the silos in the departments.
“We need to reach that happy stage of our
development when differences and diversity
are not seen as sources of division and distrust,
but of strength and inspiration.”
Josefa lloilo
Learning Image source : Jon Melendez

image source : Michael Cardus, Flickr
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“None of us as smart as all of us. Keeping your
ideas to yourself is detrimental. Diversity of
people equals diversity of ideas.”
Denise Jackob
Learning
By breaking down the silos, you bring diversely skilled people with significant, and competitively
relevant knowledge and perspectives about how to solve the customer's problem.

“The link between ideas and action is
rarely direct. There is almost always an
intermediate step in which the idea is
overcome.”
Eric Hoffer
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Learning Image source : Geralt, pixabay
Great ideas without action means nothing. The energized team collaborates, communicate the
ideas, prioritize and get the buy-in, design the processes to reach the goal, create and allocate
tasks, measure the progress. The empowered team also challenges the underlying assumptions
about an organization’s existing functions, strategies, operations, practices, and procedures.

“For a designer it’s good things to have
constraints: rules, clients, limited budget, a
specific audience, because if you don’t have those,
you stop being a designer, you’re an artist.”
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Learning
You need to balance the marketing return on investment (MROI) vs spend across geographies
and product lines, messaging, fine tuning the optimal mix of channels.
Image source :

“Customer journey is the glue that ties
experience that customer has with
operational processes”
Clay Richardson
Image source : Unsplash, Pixapay
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Learning
A customer journey map tells you the story of the customer’s experience with your brand. It talks
about their feelings, motivations and concerns or queries across each touchpoints - from initial
contact to becoming a loyal customer.

Image source : Wikimedia
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“A brand is defined by the customer’s
experience. The experience is delivered by the
employees.“
Shep Hyken
Learning
Employees deliver the experience you intend to provide to your customers. Employees should
see how excellent service relates to the organization profits and their future growth with the
company.

“Whether you are big or small, you cannot
give good customer service if your employees
don’t feel good about coming to work.”
Martin Oliver
Image source : Employer-Lawyer, PLLC, Flickr
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Learning
An engaged employee drives better business performance and customer experience. Don't
forget to reward employees who provide excellent customer service and practice it consistently.

Image source : Wikimedia
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“People will forget what you sad, people will
forget what you did, but people will remember
how you made them feel.”
Maya Angelou
Learning
Nurturing relationships with customers is essential for business success. In the digital age, an
unhappy customer can negatively impact your business by sharing their opinion or feelings with
the others via the web, mobile and social media. That’s why it’s important to create an excellent
experience for your customers.

“When the customer is satisfied and everyone
is happy, the job is not finished. Give them a
reason to come back.”
Shep Hyken
Learning
Be genuinely committed to customer’s success. This commitment must be so powerful that each
and every customer can sense it and they will keep coming back for more.

“Customer experience optimisation is like dumping
out a new jigsaw puzzle. You start with an overview
and then look for the corners and edges to frame
it”
Barry Dalton
Learning
Every touchpoint has the potential to make or break the customer experience. Identify the ones
that matter most or that can help you to differentiate your service experience.
Image source : Reidy6, Pixabay

“Making sure you’re measuring the right
metrics is important.”
Andrea Browne and Gillian Vogl
Learning
Today as marketers, we get data with greater detail and increased frequency aka real-time. With
personalization being the key to engage and retain customers, its important to measure relevant
metrics and move away from a stereotype campaign mindset.
Image source : Merio, Pixabay

So what can we learn from
some of the best quotes?
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Image source : Geralt, Pixabay
Customers are the lifeline of every business – and pleasing them is
the only way to stay ahead of the competition. Though getting it
right is difficult, the rewards are huge. It means to differentiate
your brand; you need to create a deeper connect than the normal
‘brand-customer’ relationship. You can do so by focusing on
employee experience to deliver a wow customer experience –
leading to a greater brand and customer engagement, loyalty and
retention.

Vidya Priya Rao| Founder and Director
+91-8080015500
in.linkedin.com/in/vidyapriyarao
vidyapriya.rao@marketerstouchpoint.com
Contact
http://marketerstouchpoint.com
30

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