“The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself.”

“Oh no!’ replies Monsieur Tuvache indignantly. ‘We’re not murderers, you know. You have to understand that’s prohibited. We supply what is needed but people do the deed themselves. It’s their affair. We are just here to offer a service by selling quality products,’ continues the shopkeeper, leading the customer towards the checkout.”

“Joseph Pine wrote that today's economy is an "experience economy", meaning that customers want more than a good product or service; they want to enjoy the experience of using a product or service, which begins with their first interaction with a company. So if, in spite of all your customer-service training and "customer-facing" procedures, policies, and scripts, customers aren't feeling the love, you're in trouble. Love? Yes.”

“Don't find customers for your products, find products for your customers.”

“The problem with at-home IQ tests is that too many people wouldn't understand the results. Calling customer service is a bad sign.”

“Openness and transparency is a great first step, but it is equally as important to take the results of that openness--the feedback and market research--and integrate it into the product itself.”