A Quote by Tony Hsieh
Our belief is that if you get the culture right, most of the other stuff, like great customer service, or building a great long-term brand or empowering passionate employees and customers, will happen on its own.
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We decided that if we get the culture right, most of the stuff, like building a brand around delivering the very best customer service, will just take care of itself.
Favored Nations is a long-term commitment. Our hope is that those who are passionate about real musicianship will want to hear and own most of our albums. We will set out to attain the same direct relationship with our customers that we have with our artists.
A long time ago I discovered that when employees are passionate about their work, customers are passionate about the company. Kevin Sheridan knows that secret too. His insights on finding the right people and getting them engaged can change your culture forever.
Service Over the years, the number one driver of our growth at Zappos has been repeat customers and word of mouth. Our philosophy has been to take most of the money we would have spent on paid advertising and invest it into customer service and the customer experience instead, letting our customers do the marketing for us through word of mouth.
The best brands never start out with the intent of building a great brand. They focus on building a great – and profitable – product or service and an organization that can sustain it.
When a positive exchange between a brand and customers becomes quantifiable metrics, it encourages brand to provide better service, customer service to do a better job, and consumers to actively show their gratitude.
Most customer service people are great. It's that one customer service person from hell that drives me crazy!
The best form of customer service is self service. Constantly empower customers to get their own answers themselves.
That's a very critical phase in customer service because you can start to really understand what part of customer service has value to customers and what part is bothering customers.
As a leader, you absolutely must expend your energy engaging your frontline employees so that they will take care of customers, who will tell stories about how great your company is to other people, who will become new customers.
Our focus area would be recruiting people along with building great technology as well as building a great brand.
At Microsoft, we're aspiring to have a living, learning culture with a growth mindset that allows us to learn from ourselves and our customers. These are the key attributes of the new culture at Microsoft, and I feel great about how it seems to be resonating and how it's seen as empowering.
Nordstrom believes that great service begins with showing courtesy to everyone-customers, employees, and vendors.
Our assimilation efforts are based on building long-term relationships and value with our customers, and the success of these efforts is measured partly by our ability to stimulate customers to make a second purchase within 90 days.
We rent one in three tuxedos in the U.S. and Canada, and if we make a mistake, our employees will deliver to the customer's home, office, or wedding. We get a couple hundred letters a week praising the service in our stores.
Whether you have incredible products like at Apple or a great service business, it all comes down to fundamental trust and relationship-building with your customers.
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