Nowadays, you can’t afford to slack on your customer experience. Not only do you have to be better than ever, but you need to proactively understand what it is your customers want. Exploring customer experience quotes inspires your CX strategy, encouraging you to achieve more. When it comes to being the best, learn from the pros.
With 32% of customers stopping their business with a brand after a single bad experience, now is the time to take action. Thanks to the digital age, customers are more talkative and active than ever before. Not only are their expectations sky-high, but they’re comparing your brand with all of the other experiences they’ve had throughout their life. This means you’re not just competing with your own industry pros. You’re also competing against all brands.
Luckily, you don’t have to reinvent the wheel. If you want to inspire your customer experience (CX) strategy, look at these customer experience quotes. The best experts in the customer experience space know their stuff. By examining what they do well, you can learn to replicate these things for your own business.
Ready to be inspired? Explore these 120 customer experience quotes below. Not only will they take your strategy to the next level, but they might also enlighten you along the way. There’s no such thing as one-and-done when it comes to CX. This is a never-ending process of growth, expansion, and staying proactive. Let’s do this!
Defining Customer Experience
First, how can you define customer experience? This isn’t an easy definition to tie down, so let’s look at the pros.
- “Customer experience is the new marketing battlefront.” (Chris Pemberton)
- “In a world where products and services are becoming more and more commoditized, customer experience is the only true differentiator.” (Annette Franz)
- Companies that make an emotional connection with customers outperform the sales growth of competition by 85%. (Gallup)
- “If you don’t care, your customer never will.” (Marlene Blaszczyk)
- “Great customer experiences strongly reflect the customer’s identity.” (Matt Watkinson)
- “Loyal customers, they don’t just come back…they insist that their friends do business with you.” (Chip Bell)
- 73% of companies with above-average customer experience perform better than the competition (Experience Matters)
- “Employers only handle the money…the customer pays the wages.” (Henry Ford)
- Companies that use customer journey maps reduce their service costs by up to 20%. (McKinsey)
- “Don’t find customers for your products, find products for your customers.” (Seth Godin)
- 65% of companies say improving their data and analytics is important when delivering the best customer experience. (Salesforce)
- “Great brands don’t just meet their customers’ expectations, they exceed them.” (Brittany Hodak)
Why Does CX Matter?
Next, why does customer experience matter to your customers? These customer experience quotes from the pros highlight the many reasons why customer experience pays off big time for your brand.
- A reported 87% of customers who had a great experience will make another purchase. (Experience Matters)
- “The more advocates you have, the fewer ads you have to buy.” (Dharmesh Shah)
- 90% of company CEOs believe their customers have the biggest impact on their strategies. (PWC)
- When companies have initiatives to improve their customer experience, they see employee engagement increase by 20%. (SHRM)
- 39% of CEOs say the customer experience is the most effective way to compete. (Walker Info)
- “Whatever you do, do it well. Do it so well that when people see you do it, they will want to come back and see you do it again.” (Walt Disney)
- 72% of customers share a positive experience with more than 6 people. (Esteban Kolsky)
- “We see our customers as invited guests to a party, and we are the hosts.” (Jeff Bezos)
- A reported 9 in 10 companies are competing mainly on customer experience. (Super Office)
- “Managing customer experience bolsters your brand.” (Stan Phelps)
- “One of the deep secrets of life is that all that is really worth doing is what we do for others.” (Lewis Carroll)
- “Let no one ever come to you without coming away better and happier.” (Mother Teresa)
The Cost Of Bad Customer Experience
Similarly, did you know there’s actually a cost to bad customer experience? If you’re failing to invest in CX, you’re planning to fail. Learn from these customer experience quotes and let your service speak for itself.
- “A customer’s negative experience can spread like wildfire.” (Giorgina Gottlieb)
- Only 18% of customers who had a bad experience with a company make another purchase. (Experience Matters)
- “It takes 20 years to build a reputation and five minutes to ruin it.” (Warren Buffett)
- 80% of customers won’t buy from companies with negative reviews. (Vision Critical)
- “You never get a second chance to make a first impression.” (Will Rogers)
- 57% of customers won’t recommend a business if its website is poorly designed on mobile. (Swear)
- A reported 13% of unhappy customers will share this experience with 15+ people. (Esteban Kolsky)
- “Although your customers won’t love you if you give bad service, your competitors will.” (Kate Zabriskie)
- Only 1 in 26 unhappy customers complains. (Esteban Kolsky)
- “Sales without Customer Service is like stuffing money into a pocket full of holes.” (David Tooman)
- “I’ll walk around all day just to prove that if I can wear the shoes for 36 hours then certainly our customer can wear them.” (Marc Jacobs)
- “If a customer starts off with low engagement, every passing day makes it harder to fix.” (Julia Sulonen)
The Power Of Listening To Feedback
With that in mind, you have to actively listen to feedback to bring real change. Your customers have more to say than you think.
- “One of the most sincere forms of respect is actually listening to what another has to say.” (Bryant H. McGill)
- “Good customer service costs less than bad customer service.” (Sally Gronow)
- “A brand not responding on Twitter is like hanging up the phone on customers. With millions watching.” (Dave Kerpen)
- “The hardest thing is being able to put your ego aside so that you can learn.” (David Cancel)
- “I won’t complain. I just won’t come back.” (Brown & Williamson Tobacco Ad)
- “The worst advertisement you can have is an unhappy customer with a big mouth.” (Larry Winget)
- “If you don’t appreciate your customers, someone else will.” (Jason Langella)
- 70% of US workers won’t apply for a company with negative PR. (Career Builder)
- “If you have a job without aggravations, you don’t have a job.” (Malcolm Forbes)
- The annual cost of unhappy customers is over $500 trillion. (Text Request)
- Companies with bad reputations pay up to 21% more to keep employees on board. (HR Today)
- Most unhappy customers don’t complain, but they mention the experience to friends and family. (Provide Support)
How Is Customer Experience Changing?
Next, how has customer experience changed over time? Across industry lines, the customer experience is becoming something all-encompassing, affecting people across roles.
- “Make the customer the hero of your story.” (Ann Handley)
- “You earn reputation by trying to do hard things well.” (Jeff Bezos)
- “Customer experience is the new marketing.” (Steve Cannon)
- 77% of consumers view a brand positively if they seek out and apply customer feedback. (Microsoft)
- “Always give people more than they expect to get.” (Nelson Boswell)
- “The customer plays a significant role in shaping its image.” (Nihat Tavsan)
- “Pick out associates whose behavior is better than yours and you’ll drift in that direction.” (Warren Buffett)
- 93% of customers read online reviews. (Bright Local)
- In 2019, 25% of all customer interactions were automated through machine learning. (Gartner)
- When learning about a new product, 60% of customers trust reviews from other customers. (Hubspot)
- “Repetitive feedback is an indicator you haven’t got the basics right.” (Sian Townsend)
- “Opportunity is missed by most people because it is dressed in overalls and looks like work.” (Thomas Edison)
The Power Of Personalization
One of the best ways to shine with your CX is through personalization. When customers feel special, they remember this feeling.
- “Instead of focusing on the competition, focus on the customer.” (Scott Cook)
- “We treated our customers like our best friends.” (Derek Sivers)
- 90% of consumers find personalization very appealing (Forbes)
- “The key is to set realistic customer expectations, and then not just to meet them, but to exceed them.” (Richard Branson)
- “Dealing with people is probably the biggest problem you face, especially if you are in business. Yes, and that is also true if you are a housewife, architect or engineer.” (Dale Carnegie)
- “The first step in exceeding your customer’s expectations is to know those expectations.” (Roy H. Williams)
- 80% of consumers are likely to do business with a company that offers a personalized experience. (Epsilon)
- “Channel your inner Italian mother and shower your customers with attention and genuine concern when they come to you.” (Micah Solomon)
- Today, 67% of customers prefer a self-service tool. (Zendesk)
- “Customers long to interact with—even relate to—employees who act like there is still a light on inside.” (Chip Bell)
- “Thank your customer for complaining and mean it.” (Marilyn Suttle)
- “Wisdom is the reward you get for a lifetime of listening.” (Doug Larson)
How To Deliver Great Service
What’s at the heart of outstanding customer experience? If you want to transform passive customers into superfans, you need to invest in great service.
- “People will never forget how you made them feel.” (Maya Angelou)
- “The magic formula that successful businesses have discovered is to treat customers like guests and employees like people.” (Tom Peters)
- A reported 68% of customers say the representative is key to a positive experience. (American Express)
- “Every employee can affect your company’s brand.” (Tony Hsieh)
- “A customer that starts off strong is likely to maintain their momentum.” (Julia Sulonen)
- “The two most powerful things in existence: a kind word and a thoughtful gesture.” (Kenneth Langone)
- “People don’t care how much you know until they know how much you care.” (Theodore Roosevelt)
- “Spend a lot of time talking to customers face to face.” (Ross Perot)
- “Customer service shouldn’t just be a department, it should be the entire company.” (Tony Hsieh)
- “A lot of people have fancy things to say about customer service, but it’s just a day-in, day-out, ongoing, never-ending, persevering, compassionate kind of activity.” (Christopher McCormick)
- “Customer service is an opportunity to exceed your customer’s expectations.” (John Jantsch)
- “Your most unhappy customers are your greatest source of learning.” (Bill Gates)
- “Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” (Steve Jobs)
- “Spend your energies on moving forward toward finding the answer.” (Denis Waitley)
- Companies with strong omnichannel service strategies experience 10% year-over-year growth. (Adobe)
- Improving the customer service experience by just one point can lead to $1 billion in additional revenue. (Forrester)
- “Let the customers be our marketing.” (Tony Hsieh)
Transform Cx Into Loyalty
When it comes to customer experience quotes, this is an opportunity to consider your brand loyalty. When you deliver a memorable experience, customers come back again and again.
- 98% of customers say service is important in brand loyalty. (Microsoft)
- “Truth builds trust.” (Marilyn Suttle)
- “Make your customers comfortable and they will give you their lives.” (Paul Orfalea)
- “Strive not to be a success, but rather to be of value.” (Albert Einstein)
- “Care for the guest as you would your parents.” (Utibe Mbom)
- 70% of Americans have spent more money with a business that offers great service. (American Express)
- “Do what’s right. There’s nothing magical about this.” (Robert Spector)
- “We have entered the era of the customer.” (Jerry Gregoire)
- “If you love what you’re doing and you always put the customer first, success will be yours.” (Ray Kroc)
- “It never ceases to amaze me that companies spend millions to attract new customers (people they don’t know) and spend next to nothing to keep the ones they’ve got!” (Tom Peters)
- “Without customers, there is no company.” (Connie Elder)
- “If people believe they share values with a company, they will stay loyal.” (Howard Schultz)
- “You can have what you want if you help other people get what they want.” (Zig Ziglar)
- “Customers want someone just like them.” (Pooja Agnihotri)
- “The problem is that too many brands treat customers not like human beings but like wallets to pluck.” (Augie Ray)
- “Every great business is built on friendship.” (JCPenney)
The Future Of Branding
Last but not least, what does the future of branding look like? Here’s what brands can expect in the upcoming years.
- “Satisfied customers are the best source of advertisement” (G.S. Alag)
- “What features your customers ask for is never as interesting as why they want them.” (Cindy Alvarez)
- “Your target customers have to love you more than they hate change. And people really hate change.” (Erika Hall)
- 69% of US. consumers expect brands to have a consistent experience both online and in-store. (Forrester)
- 75% of marketing leaders expect they will use more online data in the next two years. (Duke)
- Customers trust online reviews as much as recommendations from those they know. (Text Request)
- By 2023, automation in customer service is expected to grow by 40%. (Gartner)
- “There’s no technology that can be ‘The Answer’ to a better customer experience in the absence of effective strategy and planning.” (Brad Cleveland)
- “The world is moved not only by the mighty shoves of the heroes, but also by the aggregate of the tiny pushes of each honest worker.” (Helen Keller)
- When brands personalize their CX, they increase revenue by up to 15%. (McKinsey)
- “The most important thing in communication is hearing what isn’t said” (Peter Drucker)
- “If we consistently exceed the expectations of employees, they will consistently exceed the expectations of our customers.” (Shep Hyken)
- “Customer: A person who indirectly pays for all your vacations, hobbies, and golf games and gives you the opportunity to better yourself.” (Unknown)
- CX ranks as the most exciting business opportunity for brands today. (Econsultancy)
- 80% of marketers say improving customer retention is their primary objective. (Ascend2)
Let Inspiration Be Your Guide
Ultimately, it’s okay to let these examples above guide you on your CX journey. The right customer experience quotes do more than motivate you. They’re a reminder of the importance of being proactive about the customer journey from start to finish.
Now you know exactly what makes good customer service. Hint: it’s in your actions and your reactions. Which of these stats or quotes above stands out the most to you? It’s time to create your own CX strategy for the future.
