Inspirational quotes are definitely in vogue right now.
All you have to do is queue up your Twitter feed or Facebook wall to find hundreds of sweet phrases and passages designed to tug at your heartstrings.
In business, though, sometimes a few words are all it takes to communicate a profound idea. If you're looking for inspiration to supercharge your customer satisfaction rates, consider these eight awesome quotes from industry thought leaders.
1. "Your most unhappy customers are your greatest source of learning."
-- Bill Gates
Sometimes your satisfied customers aren't the ones you should be thinking about.
It feels good to think about all the customers you've satisfied over the years, but Bill Gates has a point. If you analyze what went wrong with dissatisfied customers, you might uncover the reason behind those blemishes on your customer satisfaction record.
2. "Customer service shouldn't just be a department, it should be the entire company."
In Hubspot's report on "The Pillars of Delight," Zappos CEO Tony Hsieh's quote takes center stage. If you want to delight your customers, you must make every interaction an opportunity to increase your customer's happiness and sense of satisfaction. If you leave it all to the customer service department, your customers will feel the disconnect.
3. "Well done is better than well said."
You've got the marketing speak down pat, but have you learned the moves? You can tell people about your devotion to customer service until cassette tapes come back in style, but nobody will believe you unless your actions back up your statements.
4. "The customer's perception is your reality."
-- Kate Zabriskie
Every professional has a mental image of him or herself, but what really matters is what the customer sees and experiences. Even if you think it's off-base, you have to analyze the sequence of events that led to your customer's dissatisfaction or irritation.
5. "Customers will never love a company until the employees love it first."
-- Simon Sinek
Leadership expert Simon Sinek doesn't pull any punches with his advocacy for better employee treatment. If your employees feel resentful or undervalued every time they come to work, they'll pass on those negative feelings to your customers.
6. "Always give people more than what they expect to get."
-- Nelson Boswell
Under-promise and over-deliver -- it's a familiar song and dance, but one that still has meaning in today's commercial world. If you consistently over-deliver to your customers, they'll be delighted with every transaction.
7. "If we can keep our competitors focused on us while we stay focused on the customer, ultimately we'll turn out all right."
-- Jeff Bezos
Bezos offers a powerful mantra for any company that wants to increase customer satisfaction. Let your competitors watch your every move. In the meantime, you keep your eyes trained on the customer.
8. "How you think about your customers influences how you respond to them."
-- Marilyn Suttle
Do you genuinely like your customers? If not, you're in the wrong line of work. Pull down the OPEN sign and find another industry in which to hang out a shingle. If you don't like the people you serve, you'll never serve them well.
Now that you're sufficiently inspired, put some of this knowledge to work in your business.
Until next time,