Superior Customer Service Quotes

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There’s barely a product or service on the market today that customers can’t buy from someone else for about the same price, about the same quality, about the same level of service and about the same features. If you truly have a first-mover’s advantage, it’s probably lost in a matter of months. If you offer something truly novel, someone else will soon come up with something similar and maybe even better. But if you ask most businesses why their customers are their customers, most will tell you it’s because of superior quality, features, price or service. In other words, most companies have no clue why their customers are their customers. This is a fascinating realization.
Simon Sinek (Start With Why: How Great Leaders Inspire Everyone to Take Action)
Operational effectiveness: necessary but not sufficient Operational effectiveness and strategy are both essential to superior performance, which, after all, is the primary goal of any enterprise. But they work in very different ways. A company can outperform rivals only if it can establish a difference that it can preserve. It must deliver greater value to customers or create comparable value at a lower cost, or do both. The arithmetic of superior profitability then follows: delivering greater value allows a company to charge higher average unit prices; greater efficiency results in lower average unit costs. Ultimately, all differences between companies in cost or price derive from the hundreds of activities required to create, produce, sell, and deliver their products or services, such as calling on customers, assembling final products, and training employees. Cost is generated by performing activities, and cost advantage arises from performing particular activities more
Michael E. Porter (HBR's 10 Must Reads on Strategy)
There’s barely a product or service on the market today that customers can’t buy from someone else for about the same price, about the same quality, about the same level of service and about the same features. If you truly have a first-mover’s advantage, it’s probably lost in a matter of months. If you offer something truly novel, someone else will soon come up with something similar and maybe even better. But if you ask most businesses why their customers are their customers, most will tell you it’s because of superior quality, features, price or service. In other words, most companies have no clue why their customers are their customers.
Simon Sinek (Start with Why: How Great Leaders Inspire Everyone to Take Action)
Banks were once an extremely valuable part of the economy and did a lot of good in advancing civilization. Banks played a pivotal role in financing big projects like roads, bridges, factories, stadiums, etc. Banks were to the economy what the heart is to the human body. But that has ended. Traditional banks have become extra toxic entities in the economy. It’s partially the fault of excessive government regulations that have made everything dysfunctional and it’s partially the fault of greedy bankers putting profits above customers and shareholders above society... But nonetheless, banks today offer very little benefit to their clients. They pay barely anything in interest. They offer barely anything in growth. They move money too slowly. They’re too restrictive. They’re selling the same boring products and services they did a hundred years ago. And they have too much power over peoples accounts. Soon, the many new companies and applications that emerge on the Ethereum infrastructure will eliminate the need for traditional banks and eliminate their value proposition by providing people with superior value. Everything from growth to asset management to lending can be done even better on the Ethereum infrastructure by anyone.
Hendrith Vanlon Smith Jr.
Rule by decree has conspicuous advantages for the domination of far-flung territories with heterogeneous populations and for a policy of oppression. Its efficiency is superior simply because it ignores all intermediary stages between issuance and application, and because it prevents political reasoning by the people through the withholding of information. It can easily overcome the variety of local customs and need not rely on the necessarily slow process of development of general law. It is most helpful for the establishment of a centralized administration because it overrides automatically all matters of local autonomy. If rule by good laws has sometimes been called the rule of wisdom, rule by appropriate decrees may rightly be called the rule of cleverness. For it is clever to reckon with ulterior motives and aims, and it is wise to understand and create by deduction from generally accepted principles. Government by bureaucracy has to be distinguished from the mere outgrowth and deformation of civil services which frequently accompanied the decline of the nation-state—as, notably, in France. There the administration has survived all changes in regime since the Revolution, entrenched itself like a parasite in the body politic, developed its own class interests, and become a useless organism whose only purpose appears to be chicanery and prevention of normal economic and political development. There are of course many superficial similarities between the two types of bureaucracy, especially if one pays too much attention to the striking psychological similarity of petty officials. But if the French people have made the very serious mistake of accepting their administration as a necessary evil, they have never committed the fatal error of allowing it to rule the country—even though the consequence has been that nobody rules it. The French atmosphere of government has become one of inefficiency and vexation; but it has not created and aura of pseudomysticism. And it is this pseudomysticism that is the stamp of bureaucracy when it becomes a form of government. Since the people it dominates never really know why something is happening, and a rational interpretation of laws does not exist, there remains only one thing that counts, the brutal naked event itself. What happens to one then becomes subject to an interpretation whose possibilities are endless, unlimited by reason and unhampered by knowledge. Within the framework of such endless interpretive speculation, so characteristic of all branches of Russian pre-revolutionary literature, the whole texture of life and world assume a mysterious secrecy and depth. There is a dangerous charm in this aura because of its seemingly inexhaustible richness; interpretation of suffering has a much larger range than that of action for the former goes on in the inwardness of the soul and releases all the possibilities of human imagination, whereas the latter is consistently checked, and possibly led into absurdity, by outward consequence and controllable experience.
Hannah Arendt (The Origins of Totalitarianism)
Halo Effect Cisco, the Silicon Valley firm, was once a darling of the new economy. Business journalists gushed about its success in every discipline: its wonderful customer service, perfect strategy, skilful acquisitions, unique corporate culture and charismatic CEO. In March 2000, it was the most valuable company in the world. When Cisco’s stock plummeted 80% the following year, the journalists changed their tune. Suddenly the company’s competitive advantages were reframed as destructive shortcomings: poor customer service, a woolly strategy, clumsy acquisitions, a lame corporate culture and an insipid CEO. All this – and yet neither the strategy nor the CEO had changed. What had changed, in the wake of the dot-com crash, was demand for Cisco’s product – and that was through no fault of the firm. The halo effect occurs when a single aspect dazzles us and affects how we see the full picture. In the case of Cisco, its halo shone particularly bright. Journalists were astounded by its stock prices and assumed the entire business was just as brilliant – without making closer investigation. The halo effect always works the same way: we take a simple-to-obtain or remarkable fact or detail, such as a company’s financial situation, and extrapolate conclusions from there that are harder to nail down, such as the merit of its management or the feasibility of its strategy. We often ascribe success and superiority where little is due, such as when we favour products from a manufacturer simply because of its good reputation. Another example of the halo effect: we believe that CEOs who are successful in one industry will thrive in any sector – and furthermore that they are heroes in their private lives, too.
Rolf Dobelli (The Art of Thinking Clearly: The Secrets of Perfect Decision-Making)
Superior execution is vital to sustaining the success initiated by an innovative service concept. An innovator’s service quality is usually more difficult to imitate than its service concept. This is because quality service comes from inspired leadership throughout an organization, a customer-minded corporate culture, excellent service-system design, the effective use of information and technology, and other factors that develop slowly in a company, if at all.
Leonard L. Berry (Marketing Services: Competing Through Quality)
Socially. There’s no doubt that relationships at work—be they with managers, colleagues, employees, or clients—are essential to success. Positive emotions strengthen existing relationships. For example, shared laughter—the expression of positive emotion—makes people more open and willing to cooperate.10 A number of studies show that happy employees make for a more congenial workplace. In particular, happy, friendly, and supportive co-workers tend to         •  build higher-quality relationships with others at work11         •  boost co-workers’ productivity levels12         •  increase co-workers’ feeling of social connection13         •  improve commitment to the workplace14         •  increase levels of engagement with their job15         •  provide superior customer service even if they don’t stand to benefit16
Emma Seppälä (The Happiness Track: How to Apply the Science of Happiness to Accelerate Your Success)
Customer Experience Services WNS EXPIRIUS, our Digitally Integrated customer experience service Model, leverages a human-assisted design to ensure that digital (technology and analytics) is at our core to simplify processes across domains, deliver superior business outcomes and build customer trust.
JenniferShoffner
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entrepreneurs are forced to rely on themselves and their ability to build customer loyalty without capital. This often means making many small improvements, doing it more frequently, doing it with the cash flow from the previous improvements, and offering superior service to keep customers happier.
Dileep Rao (Nothing Ventured, Everything Gained: How Entrepreneurs Create, Control, and Retain Wealth Without Venture Capital)
Private defense service employees would not have the legal immunity which so often protects governmental policemen. If they committed an aggressive act, they would have to pay for it, just the same as would any other individual. A defense service detective who beat a suspect up wouldn’t be able to hide behind a government uniform or take refuge in a position of superior political power. Defense service companies would be no more immune from having to pay for acts of initiated force and fraud than would bakers or shotgun manufacturers. (For full proof of this statement, see Chapter 11.) Because of this, managers of defense service companies would quickly fire any employee who showed any tendency to initiate force against anyone, including prisoners. To keep such an employee would be too dangerously expensive for them. A job with a defense agency wouldn’t be a position of power over others, as a police force job is, so it wouldn’t attract the kind of people who enjoy wielding power over others, as a police job does. In fact, a defense agency would be the worst and most dangerous possible place for sadists! Government police can afford to be brutal—they have immunity from prosecution in all but the most flagrant cases, and their “customers” can’t desert them in favor of a competent protection and defense agency. But for a free-market defense service company to be guilty of brutality would be disastrous. Force—even retaliatory force—would always be used only as a last resort; it would never be used first, as it is by governmental police.
Morris Tannehill (Market for Liberty)
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Gestures and the Signals They Send • Rubbing your face, palms, and neck may signify anxiety and stress. • Arms crossed with clenched fists may signify hostility, anger, and impatience. • Arms crossed with each hand gripping other arm may signify insecurity and self-doubt. • Arms crossed with thumbs up may signify interest and engagement. • Or my favorite—arms crossed may signify that you are simply cold! • Fidgeting and squirming may signify that you are lying, afraid of being found out, insecure, or uncomfortable. • Standing with your hands behind your back may signify power and superiority.
Susan C. Young (The Art of Body Language: 8 Ways to Optimize Non-Verbal Communication for Positive Impact (The Art of First Impressions for Positive Impact, #3))
Palm Reading 101 • Palm Up— Conveys openness, service, humility, and sympathy. • Palm Down—Demonstrates authority, superiority, and control. • Palm Vertical—Shows you are meeting on equal terms with a mutually respectful greeting. • Palm Wet, Cold, or Clammy—Ick! The "dead fish" is creepy. Make your hands warm and dry before reaching out to touch someone, please! It can also be conveyed as being nervous or over-excited. • Palm Perfect—This is my favorite. Better known as the "hand hug." While you are shaking hands with your right hand, place your left hand on top, wrapping both people in warmth and trust. This two-handed shake illustrates affection, caring, or concern, especially when you then reach up to grasp their arm or shoulder.
Susan C. Young (The Art of Body Language: 8 Ways to Optimize Non-Verbal Communication for Positive Impact (The Art of First Impressions for Positive Impact, #3))
It chooses to play in its own retail stores, with athletic wear for women. It decides to win on the basis of performance and style. It creates yoga gear that is both technically superior (in terms of fit, flex, wear, moisture wicking, etc.) and utterly cool. It turns over its stock frequently to create a feeling of exclusivity and scarcity. It draws customers into the store with staff members who have deep expertise. It defines a number of capabilities essential to winning, like product and store design, customer service, and supply-chain expertise.
A.G. Lafley (Playing to win: How strategy really works)
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First Choice
In the old days of enterprise computing, companies typically paid millions of dollars to license a package of software, millions more to buy the hardware and to get the software installed properly, and then more money for yearly maintenance contracts. Think Oracle. Then came Software-as-a-Service, or SaaS. The customer negotiated a price with the software supplier and paid monthly to use software that ran in the cloud. Think Salesforce. Now, we have the utilization model, with payments based on consumption. You buy credits and use them when you need them. Think Amazon’s AWS and Snowflake. We believe it’s a superior model and that someday most enterprise software will be purchased and delivered this way.
Frank Slootman (Rise of the Data Cloud)
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Our sole focus is on metal roofing. We value customer service and quality craftsmanship. By being actively involved in the planning process, using superior materials, and making sure the metal roofing installation meets our client’s expectations, we are able to turn our client’s roof into an investment-grade roofing system that will protect and beautify their home for years to come. We handle every metal roofing project with the undivided attention that it deserves. If you’re searching for experienced and skilled metal roofers in central and south Texas, be sure to contact us so we can help you improve your property with an attractive and durable metal roofing system.
Gravity Metal Roofing Austin
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Willow Dumpsters Mooresville NC
Reduced cost to serve customers A superior customer experience Increased conversion rates
Rick DeLisi (Digital Customer Service: Transforming Customer Experience for an On-Screen World)
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.
Roger L. Martin (A New Way to Think: Your Guide to Superior Management Effectiveness)
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If you believe that there are still customers out there who are willing to pay for superior service and quality despite the tough economy, you’re likely to encounter information that proves you right. Moreover, you will remember the experiences that reinforce your beliefs and expectations and dismiss as anomalies experiences that do not.
Weldon Long (The Power of Consistency: Prosperity Mindset Training for Sales and Business Professionals)
We should expect the following from a quality management team. That they deliver products and services to their customers that are superior to those of their competitors, allocate capital prudently, attract and retain quality employees, manage their cost structure (which is commensurate with their size and revenue), maintain a quality balance sheet, and continuously innovate by taking calculated risks. All this should—and does—correlate with high ROCE.
Pulak Prasad (What I Learned About Investing from Darwin)
Jeff Bezos strives to hire “missionaries” who are completely dedicated to providing customers with superior products and services. He contrasts them with “mercenaries” who work primarily to make money.
Robert Bruce Shaw (All In: How Obsessive Leaders Achieve the Extraordinary)
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Top Line Tint and Wraps
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The remarks by Winkler and Somaini made me think of the safety culture I observed at a nuclear power plant early in my career. The organization was run according to key values such as safety, employee empowerment (with a questioning attitude), teamwork, customer service, excellence, and diversity. These values were consciously driven throughout the organization. All employees were empowered to question any order they believed would reduce safety. Supervisors could not penalize employees for such questioning. Everyone was encouraged to think continuously of ways to improve safety. Thus, germination of grassroots ideas from people closest to the work was part of the culture. This produced a highly safety-conscious workforce, superior team spirit, a collaborative relationship between workers and management -- and an excellent safety record.
Mansur Hasib (Cybersecurity Leadership: Powering the Modern Organization)
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