10 motivating customer experience quotes (and the stories behind them)

Every successful business knows that you can’t survive without your customers. They inspire your ideas, their purchases help you to become profitable, and they spread the word about your business to their friends and family. 

But customers will only help you succeed if you care for them, too. The best way to do this is by providing them with a world-class customer experience. Even when you aspire to serve your customers with excellence, there are days when you or your whole customer experience team need a little pick-me-up. 

To inspire you to provide exceptional care to your customers even on those slow days, here are 10 customer experience quotes to help you deliver great customer experience.

The customer experience (CX) is the sum of every interaction a customer has with your business over their customer journey. As the provider of this experience, you directly influence its quality. You could improve it by answering product questions while they’re considering a purchase, helping customers to navigate the checkout process while they buy, or solving a service issue. 

The overall customer experience ensures that your customer feels seen, heard, and valued across every single touchpoint and interaction with your business. Empowering your customers with easy access to support, world-class products and services, and a friendly CX team will ensure they keep coming back for more.

Knowing how your customers feel is invaluable, even when their sentiments skew negative. Feedback, whether positive or negative, provides you with the necessary starting point for improvement. It's important to recognize that most customers are not inherently invested in your business's success; instead, they are inclined to disengage if their experiences fall short of expectations.

Therefore, actively listening to feedback and expressing genuine appreciation to those who take the time to provide it are vital practices. This not only fosters a culture of openness but also signifies your commitment to addressing concerns and enhancing the overall customer experience.

The consequences of a bad customer experience can drag down even a successful business. Customers will tell their friends and colleagues about their negative service experiences with your company and might take to social media to spread their complaints. 

To rise above your competition, you must provide an exceptional customer experience. But what is a good customer experience, exactly? It requires treating your customers with care, empathy, and respect—and making business decisions with their needs in mind. 

Hearing negative feedback is always challenging. But it’s also an important source of growth for your business. You won’t know what’s working well and what’s failing unless you hear it from your customers. Never assume that you know what your customers are thinking. Understanding the Voice of the Customer and putting in place structures to improve CX will go a long way.

This wisdom equally applies to operating a successful business. Understanding your customers wants, needs, and challenges is key to success. 

Business is a two-way street. Don’t expect customers to flock to you if you don’t first prioritize understanding their preferences and taking action to improve their experiences with your brand.

To constantly evolve, you need to first pinpoint what needs changing. To do that, you need a comprehensive understanding of your customers. The Golden State Warriors employed customer experience feedback to understand their customers and adapt to their needs.

Only 25% of CX programs have a designated customer experience leader who oversees and manages the customer journey. However, companies with a holistic CX leader are more likely to meet their goals and improve their customer experience programs.

Understanding your customers is vital when addressing the customer journey. And, with a CX leader, you’ll be able to create objectives, trace KPIs, and stay on track toward building a winning customer journey.

As artificial intelligence continues to evolve, it will reshape how businesses interact with their customers. To position yourself alongside these changes, CX professionals must monitor emerging technologies and understand how customers perceive and use them. 

Adding new capabilities that customers search for will streamline user experiences and facilitate positive touchpoints with your business. AI and other emerging technologies are a matter of when not if. It’s better to stay ahead of the CX curb and adapt quickly.

Related: Research uncovers trends in how customers feel about AI from the companies they buy from. 

Fostering a customer-centric culture won’t happen overnight. But, if your business can continually use customer feedback to improve, you’ll build long-lasting loyalty. There is a strong connection between customer satisfaction and low churn, with your CX efforts directly improving your bottom line.

CX professionals are already in the loop, with 52% of CX teams wanting more investment into feedback programs. By adapting to feedback, you can promote a culture of customer-first improvements. 

Organizations should leverage a range of customer experience feedback surveys—Net Promoter Score® (NPS), Customer Satisfaction Score (CSAT), and more—that enable a deeper understanding of customer’s wants, needs, and challenges.

By drawing from various leading customer experience, loyalty, and journey metrics, you can create a comprehensive overview of how your customers feel. As you start to pinpoint areas of customer feedback where you can improve, you’ll have a more direct pathway toward making a world-class customer experience. 

Your very best customers are the ones you already have—the ones that keep on coming back for more time and time again. Measuring and improving your customer satisfaction lets you delight your customers at every turn. Monitoring CSAT, NPS, and CES scores will give you the data you need to make effective decisions.

Serving your customers with friendliness, attention, and care isn’t simply good for its own sake. It has real, tangible benefits for your business as well. But too many businesses fail to deliver good customer experience, whether it’s because they don’t know how or don’t make it a priority. 

These great CX quotes should provide the inspiration and knowledge you need to improve and enhance your customer experience. And if you’re not sure where to start, begin by asking your customers what they think. With SurveyMonkey, you can listen to your customers and understand their needs deeply, allowing you to create the optimal customer experience.

Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.