7 Quotes That’ll Make You Rethink Your Customer Relationship
Customer relationships are taking up more and more space in online marketing and growth hacking discussions around the Web. At Tropical, we believe knowing your customers is essential to succeed with your business.
So we’ve gathered a list of seven motivational quotes by famous entrepreneurs that will help you rethink the way you envision customer relationships.
Your most unhappy customers are your greatest source of learning.
–Bill Gates, Microsoft Founder
The worst (and unfortunately, the easiest) way of handling unhappy customers is to ignore them. Of course they are pissed but when they signed up for your service, they thought that your product offer was appealing. This means that something must have gone wrong somewhere. You have to learn from them. Is it because your product did not meet their expectations? Maybe you are overselling your benefits on your site?
Engage in a conversation with your unhappy customers. Find out why they are frustrated. They’ll throw your flaws straight up into your face… but they may be right! You will get valuable information. Bonus, if you find and fix their issues, you will win them for life!
Always deliver more than expected.
–Larry Page, Co-Founder, Google
This is probably the most important quote on this list. There’s a lot of companies that seem to always exceed your expectations. The online retail store Zappos calls it the WOW effect. They “wowed” their customers with exemplary customer service and by delivering their items sooner than originally planned.
Find a way to wow your customer! Is it by upgrading their subscription plan to another level for free? Or maybe sending them a box filled with t-shirts and cool stuff branded to your company?
Don’t be cocky. Don’t be flashy. There’s always someone better than you.
–Tony Hsieh, Zappos CEO
As I was saying above, Zappos is a reference for company culture and customer service. Tony Hsieh was talking about poker when he wrote this quote in his book, “Delivering Happiness.” (An item you should definitely read, by the way!) If you apply this quote to customer service, it means that you must respect your customers. You are never the smartest person in the room.
Treat your customers like intelligent human beings. Treat them how you would like to be treated. Yep. That’s it. Unfortunately, it’s easier said than done! Make small changes every week in order to show to your customers that you really respect them.
Wonder what your customer really wants? Ask. Don’t tell.
—Lisa Stone, BlogHer co-founder and CEO
Every day, as customers, we are told what we need to buy by hundreds of brands. There are not a lot of companies that ask us what we want from them. It’s a good idea to ask your customer about their needs. Starbucks did it. With the “My Starbucks Idea” blog, they engaged with their customers and they improved their product line with more than 1000 innovations- all from their clients.
Ask them. Really. Just ask them. Every time you have the chance, ask them the question: what are you looking for when trying my product?
“Good-bye broadcast. Hello conversation”
—Shel Israel, co-author of Naked conversation
It’s the new way of engaging your customers: conversation. The days where you had to shove publicity down the throat of millions of customers at the same time… well, those days are gone! Even if the book was published 10 years ago, most companies still don’t apply this simple way of thinking. This quote sums up the more recent ideas of Content Marketing.
Stop trying to make big plans or use a huge marketing campaign. Stop dreaming about your startup Superbowl ad! Stop reading this article and write relevant content. Your customers are out there. Go get them.
If you wait for inspiration to write you’re not a writer, you’re a waiter.
—Dan Poynter, author
“I would write an article for my blog, but it’s hard to find inspiration”. The Blank Page Syndrome. Almost every author (known or not) has experienced this awful feeling. So why are there so many books and blogs written every year? Well because you don’t have to wait for inspiration to write.
Stop procrastinating and book a recurrent time slot in your calendar. Every wednesday morning, take three hours to write. Not only will you have something to post on your blog, but you’ll end up being a better writer because of regular practice. This is the best way to start with Content Marketing.
The critical ingredient is getting off your butt and doing something. It’s as simple as that.
—Nolan Bushnell, Atari co-founder
What’s the link between this quote and customer relationship? There’s no link at all! It’s the quote that inspired this list. “Get off your butt”, start talking to your customers, and act today, you will learn a lifetime of valuable information that will change your business.