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Quotes on Understanding the Customer

“Customer satisfaction is worthless. Customer loyalty is priceless.”

– Jeffrey Gitomer


“Unless you have 100% customer satisfaction… you must improve.”

– Horst Schulz


“The customer’s perception is your reality.”

– Kate Zabriskie


“There is a big difference between a satisfied customer and a loyal customer.”

– Shep Hyken


“Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.”

– Chip Bell


“Do what you do so well that they will want to see it again and bring their friends.”

– Walt Disney


“Repeat business or behavior can be bribed. Loyalty has to be earned.”

– Janet Robinson


“Satisfaction is a rating. Loyalty is a brand”

– Shep Hyken


“A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.”

– Mahatma Gandhi


“The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.”

– John Russell

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