A Quote by Richard Edelman
I think that the direct conversation is exactly what companies need to earn trust of customers. Admit an error. Fix a problem. Commit to doing better. That is only human.
Related Quotes
No consensus of men can make an error erroneous. We can only find or commit an error, not create it. When we commit an error, we say what was an error already.
The future of communicating with customers rests in engaging with them through every possible channel: phone, e-mail, chat, Web, and social networks. Customers are discussing a company's products and brand in real time. Companies need to join the conversation.
Even better than good error messages is a careful design which prevents a problem from occurring in the first place. Either eliminate error-prone conditions or check for them and present users with a confirmation option before they commit to the action.
It's a real pleasure to earn the trust of your customers slowly over time by doing what's right.
When the trust is high, you get the trust dividend. Investors invest in brands people trust. Consumers buy more from companies they trust, they spend more with companies they trust, they recommend companies they trust, and they give companies they trust the benefit of the doubt when things go wrong.
In 2011, when we launched TransferWise, it was our frustration with banks not giving us what we wanted or needed as customers. The motivation was a strong desire to solve a problem and not just fix something that was broken but create a better alternative and a new system for doing things.
Many companies operate from more of a command-and-control environment - they decide what's going to happen at headquarters and have the organization execute. That doesn't work here because it's the community of users who really have control.
So we enable, not direct. We think of our customers as people, not wallets. And that has implications for how we run the company. We partner with our customers and let them take the company where they think it's best utilized.
The majority of women commit the strategic error of attempting to excel in a maximum of fields in order to satisfy all their customers' needs.
Marketing is your battle plan for the sales team - it's about defining the landscape. Marketing is doing cohort analysis and understanding exactly what possible customers are out there. It's understanding not only which customers will respond to what messages, but also how customers will become clients if you include certain product features.
I think it's a problem that we don't have more companies like Facebook. It shouldn't be the only company that's doing this well.
Companies ignoring their customers. I think it's unforgivable. And I count using a chatbot on your website as ignoring your customers. Stop doing it.
I think that's something that's hard for this country to address, is what the real issues are and coming to the point where we can admit that these are issues. Once we admit that, we can deal with it, we can fix them, and we can make this country and these communities a better place.
The universe only gives you what you can handle, so trust that whatever is happening to you is exactly what you need. Just trust. Have certainty!
We need to fix this. It hasn't been done yet because there's still a reluctance to admit that there was even a problem - anywhere above seven rogue soldiers who got out of control on the night shift.
If you ask who are the customers of education, the customers of education are the society at large, the employers who hire people, things like that. But ultimately I think the customers are the parents. Not even the students but the parents. The problem that we have in this country is that the customers went away. The customers stopped paying attention to their schools, for the most part.
The rules of engagement around building a brand have changed significantly over the past 10 to 15 years. Where companies at one time could spread their message through traditional marketing, consumers now seek an enduring emotional connection with the companies they patronize. The foundation of that connection is the most important characteristic of building a world-class brand: trust. Trust with your people and trust with your customers.
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