My definition of ‘innovative’ is providing value to the customer.

The aim is to get someone to want to buy quickly. Without thinking too much about it.

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

I think of customer service as an offence and not a defence.

The customer is often wrong, but it’s our job to help them become right.

We all talk, but we don’t really know how.

Customer service is the new marketing, it’s what differentiates one business from another.

Stop doing dumb things to customers.

Leaders must exemplify integrity and earn the trust of their teams through their everyday actions.

Customer service shouldn’t just be a department, it should be the entire company.

The idea is to go from numbers to information to understanding.

The customer’s perception is your reality.

The well-satisfied customer will bring the repeat sale that counts.

It comes down to how your customer experiences the brand – and how that brand makes a person feel.

In the long arc of time, you are only relevant if customers love you.

When you help others feel important, you help yourself feel important too.

If you cannot do great things, do small things in a great way.

We must learn what customers really want, not what they say they want or what we think they should want.

I don’t know about friends, but what time I spent with The Beatles they were very courteous to me.