25 quotes on customer experience from CX professionals

Customer experience ranks high among most companies' critical concerns, and for good reason. Failing to deliver can spell catastrophe for your business. In fact, as customers' needs and interests continue to evolve, so does customers’ expectations for exceptional experiences with the brands they choose to buy from and engage with.

Despite customer experience being a priority for most organizations, many still struggle to improve it. Pinpointing problems your customers have can be difficult, especially when they refuse to respond to customer satisfaction surveys in meaningful numbers. But, basing improvement initiatives purely on assumptions is typically a losing strategy. At any rate, effort put into delivering an omnichannel customer experience by engaging with customers across all available channels yields positive results for many businesses, proving the importance of persistence and cohesion in a multi-touchpoint environment.

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Customer expectations are evolving

Customers are turning to digital-first support systems in ever-larger numbers and favoring companies that can communicate with them across their channels of choice. This shift shows just how important mobile technology has become to the process of perfecting the customer experience. However, the customer experience depends on more than mere communication mediums. Response speeds and agent effectiveness can make or break your business's ability to capture and retain customers over the long term too.

Even with the addition of the above factors, figuring out what might make your customers happy or drive them away can feel like solving a Sherlock-esque mystery without a magnifying glass. That’s why more businesses are turning to customer intelligence solutions such as conversation intelligence platforms to truly listen to customers and gain deeper insights into customer sentiment and customer satisfaction from every interaction.

For more insights on the importance of delivering an exceptional customer experience (and the dangers of failing to deliver), we’ve rounded up 25 expert quotes on customer experience. Keep reading for a wealth of valuable insights from customers and the people who serve them.

Customer experience quotes on the value of positive CX

1. A great customer experience enhances customer relationships.

"Improved customer experience creates more and better customer relationships for your business. CX improvements drive stronger customer retention results while lowering the costs associated with these results simultaneously.” - What is customer experience management and why it matters, CallMiner; Twitter: @CallMiner

2. Enhance value through clarity and support to boost your customers' experiences with your brand.

"You need to deliver the best value at the right price for your customers. An easy way to do this is to make the sales process as easy as possible. Clearly marked pricing and taking the time to answer any questions help with their decision-making process." - Michael Premo, 8 Ways to Deliver an Outstanding Customer Experience, Smartwerks; Twitter: @smartwerksusa

3. Customer experience is a key differentiator.

"In a world where products and services are becoming more and more commoditized, customer experience is the only true differentiator." - Quote from Anette Franz,20 Great Customer Experience Quotes, Customer Thermometer; Twitter: @custthermometer

4. A change of perspective can make a major difference.

"When companies view customer engagement 'through a branding lens instead of an expense-minimizing lens,' as Zappos does, customer success managers can dedicate the time and effort needed to make each interaction exceptional -- and make customers want to keep coming back." - Sophia Bernazzani,15 Great Customer Service Quotes to Inspire You, Hubspot; Twitter: @soph_bern, @HubSpot

5. Aiming for brand loyalty and advocacy can help you create a great customer experience.

"The purpose of a business is to create a customer who creates customers." - Quote fromShiv Singh, Customer Experience Quotes to Make You Think Differently about CX, Ameyo; Twitter: @AmeyoCIM

6. Set expectations, then exceed them.

"The key is to set realistic customer expectations, and then not to just meet them, but to EXCEED them—preferably in unexpected and helpful ways.” - Richard Branson, quoted by Niyathi Rao,20 Best Customer Experience Quotes, SmartKarrot; Twitter: @SmartKarrot

7. Effective strategy and planning are key to creating an exceptional customer experience.

"There’s no technology that can be ‘The Answer’ to a better customer experience in the absence of effective strategy and planning." - Quote from Brad Cleveland,Top 25 Customer Experience Quotes to Inspire You in 2022, Racami; Twitter: @Racami1

8. Helping customers achieve the impossible, while minimizing their risks is what improving their experience is all about.

"Invite your customer to take risks in the pursuit of inspired innovation, and be your customers net when they step onto that high wire." - Quote from Chip R. Bell,Customer Experience Quotes (46 quotes), Good Reads; Twitter: @goodreads

9. Innovate to keep up with your customers’ evolving needs.

"Innovation needs to be part of your culture. Customers are transforming faster than we are, and if we don’t catch up, we’re in trouble." - Quote from Ian Schafer,10 Inspirational Customer Experience Quotes To Improve Engagement, Neosperience; Twitter: @neosperience

10. Prioritize customer service to boost customer experience.

"Stellar service should be non-negotiable and merchants shouldn’t hide behind self-service tools and technology when it comes to knowing their products and taking care of their customers." - Lauren Freedman, quoted by Kirill Tšernov,70 Customer Service Quotes to Keep You Inspired in 2022, Qminder; Twitter: @Qminder

11. Minimize management layers to bring customer concerns to the attention of top executives.

"Reduce the layers of management. They put distance between the top of an organization and the customers." - Donald Rumsfeld, quoted by Angela Robinson,66 Best Customer Service Quotes for Work in 2022, Teambuilding

12. Make customers feel important to make a positive impact on their experience.

"Always remember that everyone with whom you have a relationship has an invisible sign on their forehead that says ‘Make Me Feel Important.’ Treat them accordingly." - Eric Philip Cowell, quoted by Lipi Khandelwal, Top 20 Customer Experience (CX) Quotes By Leading Industry Experts, Toolbox; Twitter: @ToolboxforB2B

13. Customer experience management using digital tools makes cohesion across channels a profitable possibility.

"Digital CEM means to deliver an amazing customer experience on any device, across multiple channels, whenever your customers interact with your brand and demand a personal, relevant and timely experience." - Kasia Szokalska, quoted byAshley Cheng, Customer Experience Quotes: The Top 50 To Date, Usersnap; Twitter: @usersnap

14. Treat customers like guests for best results.

"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." - Jeff Bezos, quoted by Rebecca Twomey, 15 Customer Experience Quotes to Keep You Motivated, Party Center Software; Twitter: @partycentersoft

15. Understand the importance of brand loyalty vs mere customer satisfaction in signaling that your business has a superb customer experience.

"Satisfaction is a rating. Loyalty is a brand." - Quote fromShep Hyken, The Top 100 Excellent Customer Service Quotes, Call Centre Helper; Twitter: @callcentrehelp

Customer experience quotes on the risks of poor CX (and mistakes to avoid)

16. Customers who have a bad experience are more prone to talk about it.

"News of bad customer service reaches more than twice as many ears as praise for a good service experience." - Quote fromTimi Nadela, Bad Customer Experience Quotes: top 2 famous quotes about Bad Customer Experience, Wise Famous Quotes

17. Investing in the customer experience is cheap compared to the damage a bad experience does to your brand.

"Good customer service costs less than bad customer service." - Sally Gronow, quoted by Blake Morgan, 101 Of The Best Customer Experience Quotes, Forbes; Twitter: @Forbes

18. Customers can judge your entire company based on a single bad experience.

"How a customer perceives their interactions or experiences with you is their reality. If they walk away from an interaction with your team feeling like their needs weren’t met, then they’ll associate those negative feelings with your organization in perpetuity and likely never return." - Ford Blakely, What Really Makes for a Great Customer Experience?, CustomerThink; Twitter: @customerthink

19. The cost of customer churn is greater than that of improving the customer experience.

"Some estimates put the cost of customers switching due to poor service at $1.6 trillion in the US alone. Keeping your customers happy and with your business can help keep revenue flowing in and lower the amount you’re spending on acquiring new customers." - 7 things that make a great customer experience, AskNicely; Twitter: @asknicely

20. Bad service feeds into bad experiences.

"Bad customer service can be defined as when a business fails to meet customer expectations in terms of service quality, response time, or overall customer experience. [...] Bad customer service results in clients' dissatisfaction and builds a negative customer experience." - Snigdha Patel, 7 Examples of Bad Customer Service Experience (And How to Fix Them), REVE Chat; Twitter: @REVEChat

21. Taking too long to respond can turn customers into major detractors.

"Slow response times are one of the most common causes of low customer satisfaction rates, and the passing of time can turn even the smallest problem into a major issue (or so my dentist insists on telling me)." - Mathew Patterson, 11 Types of Bad Customer Service (and How To Avoid Them), Help Scout; Twitter: @helpscout

22. Customer service stories can help clue your team in on mistakes that jeopardize the customer experience.

"If you are a business owner, customer service leader, manager, or supervisor, consider using customer service stories during team meetings for continuous learning and improvement. As a customer service leader you may be surprised at what you hear from your teams." - Kate Nasser, The 25 Worst Customer Service Stories to Train the Best CSRs, Kate Nasser; Twitter: @KateNasser

23. The impact your customers can have on your business is all-important, good or bad.

"Treat your customers like they own you, because they do." - Quote fromMark Cuban,20 Brilliant Customer Feedback Quotes to Use Everyday, Customer Thermometer; Twitter: @custthermometer

24. Social influence places power in the hands of your customers.

"The power of social influence takes that 10 person rule of thumb and blows it right out the window. How many prospective customers might you lose as the result of a negative story about your company?" - Michael Hinshaw, Just How High Is the Price for Delivering a Poor Customer Experience?, McorpCX; Twitter: @MichaelHinshaw

25. A bad experience can kill conversions too.

"You should be aware that conversions are killed by lousy customer service. How many times have you reached out to a business and never heard back? How frustrated have you been? A negative stigma is already associated with customer service departments, so why not surprise people with a positive experience?" - Outcomes of Bad Customer Service, Paldesk; Twitter: @paldesk