“The customer is always right.” Coined by Harry Gordon Selfridge, a london businessman who came into prominence during the early 20th century.His stores continue to thrive throughout the United Kingdom to this day, however, his greatest contribution to the world of business may very well have little to do with the fiscal earnings of his company.
Selfridge believed that business should be subservient to the customer—an idea that, at the time, had not been widely adopted in retail circles. His philosophy was best presented in a statement of his, that has since been paraphrased into the often repeated mantra of commerce-society.
And while there is some debate over how literally this particular axiom should be taken, there’s no denying that it addresses a key factor of success in business. After all, according to a study performed by McKinsey, 70% of buying experiences are motivated by how the customer feels he or she is being treated. Helping customers help themselves creates a two-fold benefit. For customers, they find answers quickly without exerting much effort. And for service agents, call volume drops, which frees up their time to focus on more complex cases. Prioritising customer needs over other concerns has become more than just a noble sentiment; it’s become a business plan, all thanks to Harry Gordon Selfridge, and his simple five-word motto.
Here are 55 other customer service quotes to help you realign your focus onto the people who matter most.
How your company operates on the inside may not seem to have much to do with how customers are being treated on the outside. However, the reality is that your company culture is central to defining your organisation’s customer satisfaction levels. It is the company culture that establishes the employee paradigm and sets priorities. In short, company culture determines customer interaction.
Although many companies are happy to provide lip service towards their customers, there are still a surprising number of businesses that are unwilling to back it up with real client-focused service. As such, those organisations that make a determined effort to put the needs of their customers first discover a significant competitive advantage over those who do not. And given that customers prefer to do business where they feel most comfortable, that advantage quickly translates into increased profits.
It’s been said many times that it’s far more cost effective to keep an existing customer, than it is to try to find a new one. According to Bain & Company, a 5% increase in customer retention produces more than a 25% increase in profit. Dependable customer loyalty is an investment—one that pays off through increased sales and improved brand reputation. And thanks to the wonder of the internet, happy customers can now easily become brand evangelists, reaching potentially thousands of other possible clients. Of course, these advances can be a double-edged sword when it comes to unhappy clients.
Businesses tend to spend a significant amount of money on analytics, just so they can gain a better understanding of customer wants, needs, and concerns. So, when a customer is willing to approach an organisation in order to talk about his or her experience, it only makes sense to listen. Whether positive or negative, feedback is invaluable, because feedback gives your organisation an opportunity to improve.
When your customers choose to do business with you, they go into the agreement with certain expectations. 76% of shoppers view customer service as a "true test" of how much a brand values them. The key to providing exceptional customer service lies in understanding those expectations, and then in exceeding them. When you provide customers with what they want, they go home satisfied, but when you can give them everything they didn’t even know they wanted, then they’ll never want to go at all.
The world of business has changed quite a bit since Harry Gordon Selfridge decided to focus his organisation’s efforts on satisfying its clients, but the basic premise of customer service will always be the same: give customers what they want, and they’ll do the same for you. Focus on the relationship you have with your customers, and treat them with dignity, courtesy, and honesty. Know that customer service is about more than simply solving problems; it’s about making people happy. When you know what resonates with your customers, don’t just aim to meet their expectations, aim to exceed their expectations, preferably in unexpected ways. If you can master this aspect of business, then everything else should fall into place.
The best way to see how Salesforce is revolutionising customer service is with a guided tour of Service Cloud. With the guided tour, we can show you how Service Cloud shines in several common use cases and scenarios.
Questions? Our reps have answers. 1800 667 638 (AU), 0800 450 064 (NZ)