A Quote by Colleen Barrett

We’re in the Customer Service business—we just happen to provide airline transportation.

Colleen Barrett

Quote Topics

Airline Business Customer Customer Service Happen Just Provide Service Service Business Transportation

Quote Author

Colleen Barrett
Executive
Born: September 14, 1944

We have the best customer satisfaction record, based on Transportation Dept. statistics, of any airline in America, the fewest complaints filed per 100,000 passengers carried. So you're not just getting low fares, you're also getting wonderful customer service.

Herb Kelleher

Firms need to ensure that their ability to provide effective customer service keeps pace with their growth. If you're marketing your firm to new customers, you better be able to provide them service when they do business with you.

Arthur Levitt

Business is all about the customer: what the customer wants and what they get. Generally, every customer wants a product or service that solves their problem, worth their money, and is delivered with amazing customer service.

Fabrizio Moreira

Your business should be defined, not in terms of the product or service you offer, but in terms of what customer need your product or service fulfills. While products come and go, basic needs and customer groups stay around, i.e., the need for communication, the need for transportation, etc. What market need do you supply?

Ken Blanchard

At the end of the day, the differential, I believe, on the airline space has got to be about the product and the service that you provide. And again, I can't express that enough. That comes from people. It is a people business, and my primary focus is to get our 84,000-plus people back aligned, back engaged, and back focused on our customer.

Oscar Munoz

Getting service right is more than just a nice to do; it's a must do. American consumers are willing to spend more with companies that provide outstanding service - ultimately, great service can drive sales and customer loyalty.

Jim Bush

Foremost is the principle that the purpose of consumer research is to understand the customer's needs and wishes, and thus design product and service that will provide better living for him in the future. A second principle is that no one can guess the future loss of business from a dissatisfied customer.

W. Edwards Deming

Every business is a service business. Does your service put a smile on the customer's face?

Philip Kotler

There's a level of service that we could provide when we're just at Harvard that we can't provide for all of the colleges, and there's a level of service that we can provide when we're a college network that we wouldn't be able to provide if we went to other types of things.

Mark Zuckerberg

Look, I think that when we started Virgin Atlantic 30 years ago, we had one 747 competing with the airlines that had an average of 300 planes each. Every single one of those have gone bankrupt because they didn't have customer service. They had might, but they didn't have customer service, so customer service is everything in the end.

Richard Branson

Southwest Airlines is successful because the company understands it's a customer service company. It also happens to be an airline.

Harvey Mackay

When you can show concern about what matters to your customer, that's Business to Customer Loyalty, and you can bet on it, you've just acquired a customer for life.

Albert Houtum-Schindler

The longer you wait, the harder it is to provide outstanding customer service.

Bill Davidow

Companies are starting to measure how effective their customer service is and trying to understand what they can do to improve the customer service process.

Sanjay Kumar

Biggest question: Isn't it really 'customer helping' rather than customer service? And wouldn't you deliver better service if you thought of it that way?