"The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works."
We used to think that the enterprise was the hardest customer to satisfy, but we were wrong. It turns out, consumers are harder than the enterprise because the consumer will not give you a second chance.
"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."
The risk of relying on a handful of customers is not just financial. Your product also is at risk when you're at the mercy of a few big spenders. When any one customer pays you significantly more than the others, your product inevitably ends up catering mostly to that customer's specific needs.
Southwest Airlines is successful because the company understands it's a customer service company. It also happens to be an airline.
Getting back to people quickly is probably the most important thing you can do when it comes to customer service.
David Heinemeier Hansson, "Rework"
Great entrepreneurs are often great listeners and they can spot patterns and pick up on small details in customer stories.
Your most unhappy customers are your greatest source of learning. Bill Gates
You’ve got to start with the customer experience and work back toward the technology, not the other way around.
It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.
A complaint is a chance to turn a customer into a lifelong friend. I say that seriously, not as some press release baloney.