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What I do know, at least what I think I have learned from my experiences in business, is that when there is a rush for everyone to do the same thing, it becomes more difficult to do. Not easier. Harder.
Sep 17, 2025
Customer service is not a department, it's everyone's job.
Until you understand your customers - deeply and genuinely - you cannot truly serve them.
Each business is a victim of Digital Darwinism, the evolution of consumer behavior when society and technology evolve faster than the ability to exploit it. Digital Darwinism does not discriminate. Every business is threatened.
The magazine was being started by a company that had no experience in business magazine publishing. It was a little difficult to get people to sort of buy into it and to join the staff, but we did.
To succeed in business, to reach the top, an individual must know all it is possible to know about that business.
A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.
The biggest risk is not taking any risk.
The biggest risk is not taking any risk... In a world that changing really quickly, the only strategy that is guaranteed to fail is not taking risks.
The competitor to be feared is one who never bothers about you at all, but goes on making his own business better all the time.
There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.
If you're not serving the customer, your job is to be serving someone who is.
Do what you do so well that they will want to see it again and bring their friends.
There is only one boss. The customer.
The longer you wait, the harder it is to provide outstanding customer service.
It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.
In the business world, everyone is paid in two coins: cash and experience. Take the experience first; the cash will come later.
A business that makes nothing but money is a poor business.
Failure is simply the opportunity to begin again, this time more intelligently.
If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.
We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better.
A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him.
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.
Spend a lot of time talking to customers face to face. You'd be amazed how many companies don't listen to their customers.
Experience is simply the name we give our mistakes.
Your most unhappy customers are your greatest source of learning.
The best way to find yourself is to lose yourself in the service of others.
I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.
Always do more than is required of you.
You can't build a reputation on what you are going to do.
People will never forget how you made them feel.
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