Your most unhappy customers are your greatest source of learning.
The customer experience is the next competitive battleground.
Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.
Excellent firms don’t believe in excellence – only in constant improvement and constant change
It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change.
The goal as a company is to have customer service that is not just the best but legendary.
If you don’t drive your business, you will be driven out of business.
In the business world, everyone is paid in two coins; cash and experience. Take the experience first, the cash will come later.
Our business is about technology, yes. But it’s also about operations and customer relationships.
I want to put a ding in the universe.