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

“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.”

“If we don't have an effective plan for the movement of our product, our customers will most certainly move it for us.”

“We see a lot of feature-driven product design in which the cost of features is not properly accounted. Features can have a negative value to customers because they make the products more difficult to understand and use. We are finding that people like products that just work. It turns out that designs that just work are much harder to produce that designs that assemble long lists of features.”

“The high quality of a company’s customer experience rarely has anything to do with the high price of their product.”

“If customers don't find enjoyment and satisfaction by coming into your store, it won't matter if you have the greatest, fanciest, most sophisticated business model in the world.”