Need a quote about the customer to start or end a marketing presentation or to bring home an important point to your audience? If so, then this list was created just for you.
A few weeks ago I shared some of my favourite Infographs of the moment. The post received record hits and loads of shares across many social media channels.
It seems you like “best of” lists so this week I thought I would share with you some of my favourite quotes on the topic of customer centricity. As I did for the Infographs, included are some ideas of actions to be taken, prompted by each quote. Enjoy.
#1. “Worry about being better; bigger will take care of itself. Think one customer at a time and take care of each one the best way you can” Gary Comer
Action: Choose one of your customer segments and decide a few ways to make their experience even better. If you don’t yet have a segmentation, check here for some ideas on simple ways to start.
#2. “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
Action: Get a list of all the complaints, issues and suggested improvements that customers have given to your care center operators or promotion demonstrators. Do the same from your customer-facing staff if you have your own retail outlets.
#3. “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else” Sam Walton
Action: Find out what your customers are spending with your major competitor and more importantly identify why. Then find a way to meet one of their needs that you are currently not satisfying.
#4. “Spend a lot of time talking to customers face-to-face. You’d be amazed how many companies don’t listen to their customers” Ross Perot
Action: Spend a day operating the care center phones or working on the shop floor. Find as many ways as possible to talk to your customers and ask them questions, if they are willing to answer them. Share your learnings with everyone else.
#5. “Customer Service shouldn’t be a department, it should be the entire company” Tony Hsieh
Action: Identify one or two members from each department who are particularly customer centric and form a customer support group. Meet regularly to identify how to ensure everyone in the company underst ands their role in satisfying your customers.
#6. “Every client you keep, is one less that you need to find” Nigel S anders
Action: Review the reasons why your customers leave your product or service, and identify one thing you can do differently to stop that continuing.
#7. “Research is not proof, it just improves the odds” David Soulsby
Action: Review the last five or ten market research studies that have been conducted and the decisions that were taken based upon their results. Did you delegate responsibility for decision-making totally to the customer by simply following the results of the research, or did you take a more balanced approach by considering them as a complement to other business factors and past information gathered? One study should never be the only source of information on which a decision is made
#8. “Customer needs have an unsettling way of not staying satisfied for very long” Karl Albrecht
Action: Review the results of the last five or ten renovations you have made to your products and services. Are they still performing well or do you need to bring further improvements as your customers are already used to the improved offer? Are you following societal trends and building scenarios to be better prepared for future opportunities and challenges. Check here for more information on doing this.
#9. “Learn from the mistakes of others. You can’t live long enough to make them all yourself!” Eleanor Roosevelt
Action: This is easier if you work in a multi-br and or multinational organisation; encourage departmental members to share one of their mistakes and how they would do things differently next time. This will only work in established groups with high trust between its members, so if this is not the case, start by sharing successes to learn from until people feel more comfortable opening up to their mistakes too.
#10. “Vision without action is a daydream. Action without vision is a nightmare” Japanese proverb
Action: Review your company vision and evaluate whether or not you are actioning all parts of it. If not, then update your plans to support your total company vision. Similarly review your business and br and plans and ensure they all fit into the wider company vision; if not update to exclude or replace inappropriate actions.
I hope you found some inspiration both in the quotes and the suggested actions prompted by each one.
If you have a favourite quote that you would like to include in the future, please add a comment below. We will be continuing these lists in coming months and will include yours, duly attributed if you would like to be named personally as a contributor.
Check out our website for hundreds of marketing and customer centric quotes, all segmented by topic: https://www.c3centricity.com/library/