As professionals, most receive coaching to think : “nothing personal, this is just business” or “stay calm, cool, and collected”. Yet most successful people agree that feelings and empathy are the key to exceptional customer experiences.

In one, three, or even 10 years, your customers may not remember the widgets they purchased or the amount of money spent, but they will remember the feelings invoked by the experience. Generate positive feelings for your customers and your company will be successful in creating a brand that earns customer loyalty.

The opposite is also true: negative feelings can undermine years of hard work and brand building.




In real estate the motto is, “location, location, location.” In business, companies often focus on: products, revenue, and growth. Large or small, service or product-based, retail or wholesale, online or storefront, every business should emphasize one common factor: customer experience.

How do you stay attentive on cultivating positive customer feelings and quality experiences? For inspiration, take a few moments to absorb these 21 CX quotes to live by — directly from business visionaries.

Customer experience is the new advertising department.

~ Max Kalehoff

Always keep in mind the old adage: Customers remember the service a lot longer than they remember the price.

~ Laura Freedman

Customers are no longer buying products and services – they are buying experiences delivered via the products and services.

~ Gregory Yankelovich

In this age of the customer, the only sustainable competitive advantage is knowledge and engagement with customers.

~ Forrester

A satisfied customer is the best business strategy of all.

~Michael LeBouf

Your smile is your logo. Your personality is your business card. How you leave others feeling after an experience with you becomes your trademark.

~Jay Danzle




Improve your employees’ lives… so they can improve customers’ lives.

Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.

~ Donald Porter

The customer experience is the next competitive battleground.

~ Jerry Gregoire

People think of loyalty as a customer for a lifetime, but it’s really much simpler than that. It’s about the next time, every time.

~ Shep Hyken

If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.

~Jeff Bezos

The customer may not always be right, but they are always the customer. So, let the customer be wrong with dignity and respect.

~ Shep Hyken


Your most unhappy customers are your greatest source of learning.

~ Bill Gates

Quality in a service or product is not what you put into it. It is what the customer gets out of it.

~ Peter Drucker

The goal as a company is to have CUSTOMER SERVICE that is not just the best but legendary.

~ Sam Walton

A brand is what a business does, reputation is what people remember.

~ Ted Rubin

Even your most loyal customers always have a choice about where to take their business.

~ Marilyn Suttle

A brand is defined by the customer’s experience.  The experience is delivered by the employees.

~ Shep Hyken


Author: Manda Henderson