Showing customers the love and respect they deserve has never been more critical. In the age of mobile, cloud and social technologies, customers have more choices than ever. They have louder voices. And they have more opportunities to amplify their message.
The good news: more business leaders are seeing the value of engaging with their customers. Whether your company is just getting started in your journey towards customer centricity or whether you’ve already made the commitment to customer love, here are nine pertinent quotes that will inspire you and your team.
“Customers are assets to be cared for and nurtured.” – Jeanne Bliss, author of Chief Customer Officer
Jeanne Bliss, a veteran chief customer officer who has worked with companies like Coldwell Banker, Allstate and Microsoft, says companies need to focus on cultivating long-term relationships with customers.
“Customers are assets to be cared for and nurtured,” she writes. “Beloved companies are always aware of how their assets are growing or shrinking.”
“Customers are assets to be cared for and nurtured” - @JeanneBliss (CLICK TO TWEET)
“The customer is the boss.” – A.G. Lafley, CEO, Procter and Gamble
When A.G. Lafley became the CEO of Procter and Gamble, he sent a strong message to his team: he said that their real boss wasn’t him, their manager or the shareholders. Their real boss, according to Lafley, is the customer.
This customer-first mantra paid huge dividends for P&G during Lafley’s era. “When we got the strategy right with the consumer and we delivered it in execution, the business and financial results took care of themselves,” Lafley explains.
“The customer is the boss.” – A.G. Lafley (CLICK TO TWEET)
“To get customers, you need to go from the heart to the brain to the wallet.” – Gary Vaynerchuk, entrepreneur, author and social media influencer
In one of his #AskGaryVee YouTube shows, Gary Vaynerchuk offers tips on how budding authors could promote their books. He says authors should “provide value upfront” and “go straight for the heart.” His advice isn’t only relevant for authors: companies today need to find a way to connect with empowered customers on an emotional level if they want to get their business.
“To get customers, you need to go from the heart to the brain to the wallet.” - @garyvee (CLICK TO TWEET)
“Truly listening is hearing the needs of the customer, understanding those needs and making sure the company recognizes the opportunities they present.” – Frank Eliason, Global Director of Client Experience Team at Citi
Frank Eliason thinks it’s time to rethink how companies provide customer service. But companies can’t improve the way they deliver customer service without listening to the customer. “Listening is so much more than just addressing one customer's concern,” Eliason writes in his LinkedIn post.
“Truly listening is hearing the needs of the customer...and making sure the company recognizes the opportunities they present.” - @FrankEliason (CLICK TO TWEET)
“If your customers are made to feel as if they are outsiders, they will eventually find a competitor who makes them feel better about doing business with them.” – Shep Hyken, customer service expert and author of The Cult of the Customer and The Amazement Revolution
In a blog post, customer service expert Shep Hyken shares his favorite Mahatma Gandhi quote. The quote talks about the true value of customers and reiterates the need to treat them as insiders in your business.
If you treat your customers as outsiders, they'll find a competitor who doesn't. - @hyken (CLICK TO TWEET)
“Find a way to be personal with your customers and connect with them on a human level.” – Andrew Reid, Founder, President and Chief Product Officer, Vision Critical
Writing for Entrepreneur, Vision Critical founder and president Andrew Reid says companies need to get personal with their customers if they want to keep them coming back. Continuously reaching out to customers for feedback, as Chico’s is doing, gives companies the insight they need to deliver a more tailored experience.
“Find a way to be personal with your customers and connect with them on a human level.” - @ReidAndrew (CLICK TO TWEET)
“Ignorance of customer needs is not excuse for marketing that isn’t useful or effective” - Jay Baer, best-selling author and founder of Convince & Convert
Renowned marketer, best selling author, and guest speaker at our recent Hug Your Haters webinar, Jay Baer says marketing pros are “usually blind to what customers really need.” That’s because despite all the data available to them, marketers often don’t interact with customers directly. “Marketers are surrounded by data, but starved for insights,” he says, adding that to be successful, marketers need to get to engage with customers and collaborate with customer-facing teams more often.
“Ignorance of customer needs is not excuse for marketing that isn’t useful or effective” - @jaybaer (CLICK TO TWEET)
“Community is much more than belonging to something; it’s about doing something together that makes belonging matter.” - Brian Solis, renowned speaker, and digital analyst and principal at Altimeter Group,
In a foreword written for The Social Book, Brian Solis urges marketers to rethink how they approach social media and online communities. “Before we can say anything, before we can build anything, we must listen,” says Solis. “We must feel empathy.” (For more insight from Brian Solis, check out our webinar with him about the four moments of truth that lead to meaningful experiences.)
Community is about "doing something together that makes belonging matter.” - @briansolis (CLICK TO TWEET)
“Listening to feedback makes customers feel more appreciated and part of the value creation process.” – Ray Poynter, Director, Vision Critical University
In The Customer Relationship: Your Last Competitive Advantage, Vision Critical’s Ray Poynter outlines how companies can harness their most important asset today: the insight and the love of their customers.
Providing an action plan to help companies embrace customer-centricity, Poynter strongly encourages brands to embrace co-creation and go deep on customer engagement.
Listening to feedback makes customers feel more appreciated and part of the value creation process - @RayPoynter (CLICK TO TWEET)
People matter, and your customers deserve to be heard. We hope that these quotes inspired you to give your customers a voice in your company and to express your love for them.