“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.”

“The world is changing. No matter what any of us is shopping for, we can find good products, good services, good solutions. We want to enjoy the experience of using those products, those services. This firm doesn't have a lock on brilliance. Your prospective clients can find that elsewhere. They want to enjoy the experience of implementing a brilliant solution in collegial and congenial partnership with teh people who brought it to them.”

“I’m in love with the customer service at Walmart. And by customer service I mean the customer is forced to self-checkout because there are two open lanes and 200 people trying to check out.”

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

“No matter what your job is, the key is your context, your beliefs about your responsibility to customers and the relationships you intend to enjoy or endure with them.”

“There are customers we serve, and customers we service.-Captain Andreyasn”

“In every company which I have done strategic planning, the number-one value people choose is always integrity. The second values may be quality of products and services, caring about people, excellent customer service, profitability , innovation, entrepreneurship, and others. But integrity always comes first.”