Customer experience is a topic that almost anyone can relate to. Yet it’s not easy at all to do a cracking job.
If you’re just starting out in CX, or you’re feeling a bit lost on the way, here are 50 to-the-point quotes on customer experience to help you get (back) on track.
A jigsaw puzzle is an extremely good analogy for the customer experience… you can only see the picture if you put the pieces together.
- Steve Jobs
You’ve got to start with the customer experience and work back the technology, not the other way round.
- Talia Wolf, from GetUplift
Conversion optimization isn’t about changing elements on a page. It’s about solving people’s problems.
How decisions are made is key to becoming an unforgettable company. It sends the signal of how you value the human on the other end.
Moving customers from intellectual loyalty to emotional loyalty is the name of the game in customer success.
- Jeff Bezos
We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.
- Valentina Thörner, from Klaus
You better mean it. Customers know when you’re playing with their emotions versus actually responding to their needs.
- Gabriela Ciupitu
When your company set profit as a strategic objective, this can happen. When you set as a strategic vision to have Customer in the center of all initiatives, projects, and actions you will gain loyalty, credibility, trust, and quality stable growth.
- Yam Regev, from Zest
We don’t refer to our users as users, we call them Zesters, as they are all real humans and we want to connect with them on a personal level.
- Bill Gates
Your most unhappy customers are your greatest source of learning.
Is it worth spending time building trust among our customer success team? Let the results speak for themselves: 130% net retention, 89% gross retention.
- Harriet Kaufman, from Mixpanel
If you can use data to find something that your customers didn’t know they needed or wanted, that can surprise and delight them.
You should tell your company story to your customers. That’s an unique experience which will boost engagement, retention, upsell and word of mouth.
Instead of chasing customers for feedback and answers, what if you listened to what they are already saying?
Customer-centricity is not only reflected through customer-facing functions, anyone whose work impacts the end-users should have a customer-centric mindset.
- Nate Brown, from Officium Labs
Employee experience is crucial, and having a culture vision statement can help “stop the bleeding” and set the right course.
- Kasia Szokalska
Digital CEM means to deliver an amazing customer experience on any device, across multiple channels, whenever your customers interact with your brand and demand a personal, relevant and timely experience.
- Simon Green, from 3RM.co.uk
Improving CX metrics will help to optimise your CX. But to maximise the value from your CX programme and make a significant difference to your business, you should maximise customer value – the value delivered to all individual customers.
- Alexandra Nuta
Are you pressured to lower your CS costs? And at the same time to improve the quality of the service? Luckily these two goals do not conflict… it’s just how you engage customers.
- Yakup Bayrak
Why do you need to measure the ROI of UX? It’s hard to know where you’re going, unless you know where you’ve been.
When you must say no to a customer, be transparent about your reasons.
- Brandon Nivens, from Zoom
There’s no secret in smoothening the sales to customer success process. It’s about Communication, Ownership and Planning.
- John Hanson
CS is what we provide to customers, CX is what the customers take away.
- Melissa Logothetis
When your customers feel like you understand them, they will give you their trust.
- Brian Merz, from Slack
The front row metric for our customer success team is product usage. That’s what matters most at the end of the day, so we don’t want to hide behind other vanity metrics like how happy customers are with our conversations.
CEM is not getting feedback for customer service but collecting feedback to improve overall company experience.
- Annette Franz, from CX Journey
Putting customers at the center of all you do starts with a company culture that is deliberately designed to do so. What is culture? It’s core values plus their associated behaviors. It’s the foundation that shifts the mindset and behaviors of your organization to be customer-centric.
- Cairo Amani
Customers are important, they are the experts on what your product is, when we often get caught up in what our product could or will be.
- Diane Magers, from Macquariurm
Finding the right problem to solve is a basis of experience design. Insights are about that “ah-ha” moment when you find a fresh and unusually unexpected perspective to solve a human problem.
- Jim Tincher
A great customer experience creates better results for the customers and the organization. It’s a duo outcome.
- Imran Sheikh
No such thing as building a perfect product, adaptability and pivoting is always about customer approach.
- Adrian Swinscoe
If CX is art, are you an artist or are you just coloring in? Are you painting numbers or are you passionate about the outcome?
- Chad Horenfeldt
Customers are not tickets, they are conversations.
You can get past the alarm bell of advertising if your content is what your customers want.
To create a delightful emotional experience you need to fulfill the basic customer expectations, meet the obvious customer expectations and strive for the exceeding customer expectations.
Customer onboarding is not one and done. With new users, new products, new features, and new organizations, customer onboarding needs to engage existing customers along their journey and help them maximize value in your product.
- Jeannie Walters, from Experience Investigators
Research tells us it takes 12 positive experiences to make up for 1 negative experience. Elite brands provide about 22 positive experiences for each negative experience.
- Aaron Thompson
Exponential growth comes from expanding revenue with repurchase and saving acquisition costs with advocates.
Customer success is a business philosophy.
The most effective way to write copy in a customer-centric organization is to simply write what the customers say.
Customer support was our biggest channel for growth. It was how we obtained customers, and how we won customers over from competitors. (Thinkific)
If you don’t address the problems your customers are having, you won’t survive.
I’m no Steve Jobs in innovation, but I’ve made great products by listening to customer feedback.
Post-sale frustration is like gum, great at first, but 30 seconds later when the favor fades, you’re left chewing a bland piece of elasticity.
- John Terceman
For teams just adding UX research in the development process, building trust is very important. They should not feel like this is a roadblock.
- Lincoln Murphy
You can focus on adoption, retention, expansion, or advocacy; or you can focus on the customers’ desired outcome and get all of those things.
- Tara Nicholle Nelson
Until you master keeping customers engaged, it’s like pouring champagne down the bathtub without a stopper.
- Maya Angelou
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.
- Jim Bass, from Macquariurm
Get leaders’ attention by connecting key insights to a financial or business metric such as revenue, cost, NPS, etc.
- Roger Dooley
Customers’ perception of effort is more important than absolute metrics. If the customer thinks your process is high effort, it IS high effort, even if you are better than your competitors, or better than last year.
By sharing customer feedback with the whole team, we enabled each individual to make customer-centric decisions by themselves.
50. Mark Zuckerberg
We really listened to what our users wanted, both qualitatively listening to the words they say, and quantitatively looking at behavior they take.
More quotes on customer experience to share?
Are there other quotes on customer experience that have enlightened you? Share them below!
And if you’re looking for more expert guidance on your customer experience strategy or tactics, head over to our Slack group Feedback Tribe to interact with many of the CX leaders that we’ve quoted above.