Legendary Customer Service Quotes

Customer-centricity should be about delivering value for customers that will eventually create value for the company.

For a macro cross-industry view, however, consider the robust methodology used in The American Customer Satisfaction Index (ACSI), developed by Claes Fornell in conjunction with the National Quality Research Center (NQRC), Stephen M. Ross School of Business at the University of Michigan. ACSI measures consumer satisfaction with goods and services in the United States.

Consider Johnson & Johnson. It has the corporate world’s single most eloquent statement of purpose—its “credo,” which hasn’t changed since J&J’s legendary chair Robert Wood Johnson created it in 1943. Here it is, in abbreviated form: We believe our first responsibility is to the doctors, nurses, and patients, to mothers and fathers and all others who use our products and services.… We are responsible to our employees, the men and women who work with us throughout the world.… We are responsible to the communities in which we live and work and to the world community as well.… Our final responsibility is to our stockholders.… When we operate according to these principles, the stockholders should realize a fair return. The credo bluntly spells out the pecking order: customers come first, and shareholders last. However, J&J has confidence that when customer satisfaction is at the top of the list, shareholders will do just fine.