PROFESSIONAL GRAFFITI - Career Account Web …web.ics.purdue.edu/~xdj1/Customer Graffiti1.doc · Web viewThe original script included this dramatization showing how to handle customers’

CUSTOMER SATISFACTION GRAFFITI

Richard Feinberg, Ph.D.Center for Customer-Driven Quality

Purdue University

1. The more high tech the world becomes, the more people crave high touch service.John Naisbett, Megatrends

2. Customers do not buy products or services so much as they buy expectations.Ted Levitt, The Marketing Imagination

3. The cost of landing a new customer is more than five times the cost of retaining an existing one.Robert Desatnick, Managing to Keep Customers

4. A loyal customer is worth thousands of dollars over the life of their relationship with your company.

Tom Peters, Thriving on Chaos

5. Seventy-two percent of the consumers who switch to a competitor did so because of customer service problems.

A study by The Forum Corporation

6. Only two percent of unhappy customers complain, while thirty-four percent of all dissatisfied customers penalized the manufacturer by quietly switching brands.

The study by The A.C. Nielsen Company

7. Sixty-eight percent of customers switch suppliers because of the indifference shown them by customer service personnel.

Tom Peters, U.S. News and World Report

8. Sixty-one percent of consumers polled say their pre-purchase decisions were most influenced by the opinions of their friends, i.e. the importance of word of mouth.

General Electric Study, The Information Challenge

9. The answer is yes…now what is the question? Waitress at LoneStar Steakhouse

10. In the long run, the most important single factor affecting a company's performance is the quality of its customer service relative to that of its competitors.

Center for Customer-Driven Qualitywww.cfs.purdue.edu/conscirt/quality.html

Robert Buzzell and Bradley Gale, Linking Strategy to Performance

11. By the way customers act, you'd think they own this company. And, in a way, they do! Anonymous

12. Customer service expectations can be categorized into five overall dimensions: RELIABILITY, RESPONSIVENESS, ASSURANCE, EMPATHY, TANGIBLES. Leonard Berry, Service Quality

13. Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!

Tom Peters, In Search of Excellence

14. Undertake not what you cannot perform, but be careful to keep your promise. George Washington

15. Consistent, high-quality service boils down to two equally important things: caring and competence.

Chip Bell and Ron Zemke, Service Wisdom

16. Customers don't care what you know, until they know that you care. Digital Equipment Corporation, Customer Service Department

17. Listening is about trust and respect and involvement and information sharing more than it is about ears.

Beverly Briggs, Customer Connection Newsletter

18. Caring, respect, empathy, politeness are very important customer satisfiers that cost nothing. Anonymous

19. The simplest and yet the most powerful words in customer service are "Thank You." Anonymous

20. Customers don't expect you to be perfect. They do expect you to fix things quickly when things go wrong.

Donald Porter, British Airways

21. Customers are our best friends. Anonymous

22. When our customers rate us better or worse than somebody else, it's never very scientific, but it's always disastrous if you score low!

Jack Welsh, CEO, General Electric

23. Total quality customer service cannot be stored in inventory, it must be 100% available upon demand.

Anonymous


24. Experienced and loyal employees are five times more likely to create satisfied loyal customers. Anonymous

25. No company can produce outstanding customer service unless its top management are visibly, constantly, and sometimes irrationally committed to the idea.

David Davidow and Bro Uttal, Total Customer Service

26. Culture is nothing more than the values, beliefs, and norms of a group of people. Corporate leaders shape cultures, and the corporate culture is key to delivering total quality customer service.

Richard Normann, Service Management

27. People seem to noticE when you're everywhere. So how do you get there? Insteadof worrying about how to drive people to your website, find creative ways to be on

everyone else's. Provide a service that makes their websites far more useful, and they won't be able to live without you. You'll populate the Internet, be more visible, and, oh, yeah, become more profitable. www.hp.com/e-services

28. To deliver total quality customer service, your pledge should be: "Look out customers - I'm gonna knock your socks off!"

Kristin Anderson and Ron Zemke, Delivering Knock Your Socks Off Service

29. You never have a second chance to make a first impression, and unfortunately, first impressions are the most lasting in a customer's mind.

Anonymous

30. In striving for total quality customer service, you're not looking for fault, but you're striving to produce a solution as quickly as possible.

Anonymous

31. You need customers much more than they need you. Anonymous

32. If we can improve customer satisfaction by only one percent, it means $275,000,000 in revenue to us over the next five years.

Robert LaBant, IBM Corporation

33. A 5% increase in customer retention equates to approximately a 100% increase in profits. Robert Sasser, Harvard Business Review

34. Customer complaints are opportunities for improvement and the key to future sales. Anonymous

35. If you think you don't need customers, try doing without them for 30 days. Richard Feinberg, Purdue University


36. The essence of business success is treating customers and selling products which overtime makes the customer view you as the supplier of choice each time, every time.

Richard Feinberg, Purdue University

37. Customer Delight is a state of experience in which the customer exclaims "WOW, that was the greatest __________ (fill in the name of your product) ever!" Richard Feinberg, Purdue University

38. Treat the customer as appreciating assets. Tom Peters, Author/Consultant

39. You achieve customer satisfaction when you sell merchandise that doesn’t come back to a customer who does.

Stanley Marcus, Founder of Nieman-Marcus

40. Our customers are our number one sales force. John Scully, Former CEO of Apple Computers

41. You cannot expect your employees to delight your customers unless you, as an employer, delight your employees.

Carla Paonessa, Partner, Anderson Consulting

42. American Airlines calculated that if they had one more customer on each flight in a given year, the difference in revenue would have been about $114 million. How much is one customer worth to you?

Guerilla Marketing Newsletter

43. Of America’s 100 largest companies at the beginning of this century, only 16 are still in business.

Across the Board Magazine, September 1994

44. In commercials, Mr. Goodwrench is always smiling and wearing a freshly pressed uniform and returning a repaired car to a delighted owner, against the backdrop of a ludicrously hygienic garage filled with industrious auto repair technicians who are clearly capable of repairing the Space Shuttle. Has any US automobile owner ever actually encountered a repair department like this?

Dave Barry, Humor Columnist

45. What the customer buys and considers value is never the product. It is always...what the product or service does for him.

Peter Drucker, 1974

46. If we always do what we always did, we will always get what we always got. Rick Lowry, Cotter & Company, 1990’s

47. Customers don’t want their money back, they want a product that works properly. Dan Burton, writing in Fortune


48. Ask the lowest level front line people about your business. Sometimes they don’t know not to tell the truth.

Jim Robisch, Farnsworth Group

49. The success of Coca-Cola is not the result of government intervention. It is because consumers like the stuff.

Andrew Young, on Face the Nation

50. The dollar bills the customer gets from the teller in four banks are the same. What is different are the tellers.

Stanley Marcus, Chairman Emeritus, Neiman-Marcus

51. Retail clerk to customer: “Any chance you could do your own paperwork, ring yourself up and say, ‘thank you, come again,’ on your way out the door?”

Cartoon by Goff

52. What I have found most valuable in this rotation was witnessing the voice of the customer first-hand. Instead of reading figures indicating which product concerns are most often complained about, I have felt the emotional impact that these product concerns can have on customers. I have seen the wide range of expectations placed on the motto “quality is job 1.” I have heard the voice of the customer, and I will be a better engineer for it.

Charlie Choi, Ford College graduate program trainee, advanced vehicle engineering and technology--Call Center experience

53. Listening to customer must become everybody’s business. With most competitors moving ever faster, the race will go to those who listen (and respond) most intently.”

Tom Peters, Thriving On Chaos

54. Talking to customers tends to counteract the most self-destructive habit of all companies--that of listening to ourselves.

J. Brooks

55. “That’s Not My Job” This is a story about four people named EVERYBODY, SOMEBODY, ANYBODY AND NOBODY. There was an important job to be done and EVERYBODY was sure that SOMEBODY would do it. ANYBODY could have done it, but NOBODY did it. SOMEBODY got angry about that, because it was EVERYBODY’S job. EVERYBODY thought ANYBODY could do it, but NOBODY realized that EVERYBODY wouldn’t do it. It ended up that EVERYBODY blamed SOMEBODY when NOBODY did what ANYBODY could have.

Anonymous

56. “My Bias” Companies should strive for WOW--100% customer satisfaction. They should be prepared to respond when things go wrong. How you respond is the acid test for the 21st century.



57. There is nothing more difficult to take in hand, more perilous to conduct, or more uncertain in its success than to take the lead in the introduction of a new order of things.

Niccolo Machiavelli, from The Prince

58. Do make certain that your customer wants are truly that—and not merely what some people in the company think the customers want. The need for solid customer information is absolute; it will directly affect the quality of everything else that occurs in the process. Garbage in, garbage out.

William Barnard and Thomas Wallace, The Innovation Edge

59. Imagine, as a consumer, how much more seriously your consumer complaint would be taken if you were complaining from inside an armored vehicle capable of reducing the entire “Customer Service” department to tiny smoking shards. What I am saying is: Forget the Automated Answering system. Get a tank.

Dave Barry, Humor Columnist

60. Groucho Marx despised the empty clichés of customer service correspondence. A letter from a bank manager ended with the standard phrase, “If I can be of any service to you, do not hesitate to call me.” He immediately took pen to paper. “Dear Sir,” Groucho wrote. “The best thing you can do to be of service to me is to steal some money from the account of one of your richest clients and credit it to mine.”

The Executive Speechwriter Newsletter, Volume 11 Number 4

61. “A discovery by Xerox shattered conventional wisdom: Its totally satisfied customers were six times more likely to repurchase Xerox products over the next 18 months than its satisfied customer. The implications were profound: Merely satisfying customers who have the freedom to make choices is not enough to keep them loyal. The only truly loyal customers are totally satisfied customers.”

Harvard Business Review, Nov./Dec. 1995

62. General Telephone Co. in Los Angeles was making a film for its employees. The original script included this dramatization showing how to handle customers’ complaints: Customer: “You just can’t rely on your damn phone company for anything!” Employee: “You get your bill every month don’t you?”


63. GE’s goal is not to become smaller but to “get that small-company soul and small-company speed inside our big-company body.”

Jack Welch, CEO, GE

64. Every time a company is given an order by a customer, that company, at that moment, is the best choice in the world.

Ken Hammer, Businessman

65. You don’t sell what it is, you sell what it does. The Executive Speechwriter Newsletter, Volume 9 Number 1


66. The best way to win a Malcolm Baldridge National Quality Award for yourself is to help your customer win one first.


67. On October 4, 1957, the top ten businesses in Chicago were Swift, Standard Oil, Armour, International Harvester, Inland Steel, Wilson, Sears, Montgomery Ward, Prudential Insurance and the First National Bank of Chicago. Thirty-five years later, the list of Chicago’s top businesses, ranked by sales, is a little different. It still includes Sears and First National, but it also includes CAN Financial, Amoco, Continental Bank, Citicorp Diner’s Club, and Commonwealth Edison. But ranked by market capitalization, which many would agree is a more meaningful measure Chicago’s biggest companies include Ameritech, Abbott Labs, McDonald’s, Motorola, Waste Management, and Baxter. These lists dramatically illustrate the evolution that American business has gone through over the past 35 years—an evolution characterized by a move away from commodities and commodity type manufacturing to financial services, health care and technology in many different formats. The list also leads to the next questions: Which companies will be among the top ten in the next 35 years?

Richard Rosenberg, Chairman & CEO of BankAmerica Corp., 1993

68. Quality isn’t about money, it’s about caring. It’s about wanting to be the best because there is personal pride at state—an individual declaration of identity with the product. There is always a market for the best, all over the globe. It’s an obvious and well-known fact that mountain climbers don’t like to buy discounted climbing ropes. And there’s the joke about the parachute offer for sale—cheap, slightly irregular, but used only once. When something is important as life and death—and all business decisions should be—quality is irreplaceable.

Hap Klopp, President, The North Face (world’s largest producer of outdoor adventure equipment)

69. Quality is the only patent protection we’ve got. James Robinson III, CEO, American Express Corp., 1992

70. People forget how fast you did a job—but they remember how well you did it. Howard Newton (1903-1951), American advertising executive

71. We know exactly where we want to go because our customers will show us the way. Jerry Stead, CEO, AT&T Global Information Solutions

72. In the long run, our customers are going to determine whether we have a job or not. Their attitude toward us is going to be the factor determining our success. Every employee must resolve that their most important duty is to our customers.

Joseph C. Wilson, Xerox CEO 1961-67

73. The customer isn’t key anymore—the customer is dictator!The Executive Speechwriter Newsletter, Volume 9 Number 1

74. I solemnly promise and declare that for every customer that comes within ten feet of me, I will smile, look them in the eye and greet them, so help me Sam.

Employee Pledge, Wal-Mart Discount Stores


75. The opinion of management doesn't matter. The only thing that matters is what thecustomer is doing and thinking.

Piggly Wiggly Weekly Newsletter

76. If you are not romancing the customer…who is?

Rachel Meyer, Purdue student

77. A study by the CFI Group finds that a 5% boost in employee satisfaction means a 2% increase in customer satisfaction.

The Wall Street Journal, August 1997

78. In order to truly provide good service, I ask myself, would I want to be served by me.Author Unknown

79. “About 15 years ago at one of our electronics facilities in Orlando, Florida, the complacency bred of past success started to infect one of our manufacturing processes. Occasionally, parts were omitted from component kits prepared for assembly and inspection at another factory. Each missing part disrupted the assembly process and frustrated the workers assembling the products. I borrowed an idea from an automobile dealer in Dallas I had heard about. The dealer received few complaints from customers because he gave them the home telephone numbers of the mechanics who worked on their cars. I arranged for workers to include their names, work phone numbers, and self-addressed postcards in the kits they prepared. Complaints dropped precipitously.” Norman K. Augustine, Chairman, Lockheed Martin Corp.

80. Sam Walton built Wal-Mart into a Fortune 4 company by living the philosophy that “There is only one boss. The customer. And he, and she - - can fire everybody in the company from the chairman down, simply by spending his, or her, money elsewhere.”

81. Harry Bullis, former Chairman of the Board of General Mills, used to give his salesmen the following advice: “Forget about the sales you hope to make and concentrate on the service you want to render.” The moment people’s attention is centered on service to others, they become more dynamic, more forceful and harder to resist. How can you resist someone who is trying to help you solve a problem? "I tell our salesmen," said Mr. Bullis, “that if they would start out each morning with the thought, ‘I want to help as many people as possible today,’ instead of ‘I want to make as many sales as possible today, they would find a more easy and open approach to their buyers and they would make more sales. He who goes out to help his fellowman to a happier and easier way of life is exercising the highest type of salesmanship.”

82. Because the customer has a need, we have a job to do. Because the customer has a choice, we must be the better choice. Because the customer has sensibilities, we must be considerate.

83. Great customer service means comfort for the buyer. As one purchasing agent summed it up in a conversation with a manufacturer: “do you know what your company really sells? Sleep. When I place my orders with you, I know there won’t be any problems. None. I can sleep all night.”


84. For too many companies, customer service means “We honor the credit card, but we don’t have to honor the credit card holder.”

85. Eighty percent of American managers cannot answer with any measure of confidence these seemingly simple questions: What is my job? What in it really counts? How well am I doing? W. Edwards Deming

86. WORLD-CLASS SERVICE RIGHT DOWN THE STREET. Finally, a groupbenefits provider where you need them.

Principal Financial Group Advertisement

87. People are a firm’s most important asset. If you have an excellent product but only mediocre people, the results will be only mediocre. Richard Sloma, author of The Turnaround Manager’s Handbook

88. Politics isn't about winning at all costs. It's about maintaining relationships andGetting results at the same time.

Quote from "Fast Company," October 1999

89. It’s easy to make a buck. It’s a lot tougher to make a difference. Tom Brokaw

90. What we need are more people who specialize in the impossible. Theodore Roethke

91. If we don’t change the direction we are going, we’re likely to end up where we are headed. Chinese proverb

92. You can’t guarantee you’ll never make mistakes. You can guarantee you’ll fix them. Jeff Bezos, founder & CEO, Amazon.com

93. Customer service is not an event or a department, rather it is a process of creating a customer environment of information, assurance, and comfort.

Frederick F. Reichheld, W. Earl Sasser, Jr. Zero Defections: Quality Comes to Services. Harvard Business Review, Sept-Oct., 1990.

94. We run like mad, then we change direction. Bert Roberts, MCI

95. What brings people to their gift of service is a desire to do something that perhaps unlike their day job…matters.

Charles Trueheart, The Next Church

96. It’s in your hands so quit whining… Tom Peters, Innovate or Die

97. If you can’t say why you made your company a better place, you’re out.


Cynthia Lellams98. The Ritz-Carlton experience enlivens the senses, instills well being and fulfills even the

unexpressed needs of our guests. The Ritz-Carlton Credo

99. We knew from the beginning that if Saturn was to succeed, we would have to do more than sell a good car. We would have to change the way cars are sold, the way people who sell them are perceived, and the way people feel about the experience of shopping for a car.

Stuart Lasser

100. Whatever made you successful in the past won’t in the future. Lew Platt, Hewlett Packard

101. If things seem to be under control, you aren’t going fast enough Mario Andretti

102. Ultimately, the axiom will no longer be “If the shoe fits, wear it,” but “Wear it and the shoe will fit.” Hatfield says that a shoe will be like a chameleon one day. “It will look like a penny loafer when you put it on in the morning, but when you go play racquetball at lunchtime it will turn into a court shoe.” One size fits all.

Richard Stengel, The New Yorker 1997

103. Give a man a fish, he eats for a day. Teach a man to fish, he eats for a lifetime. Enlighten him further, he owns a chain of seafood restaurants.

Microsoft Ad, The New Yorker 1997

104. You think you understand the situation, but what you don’t understand is that the situation just changed.

Putnam Investments adverstisement

105. They’re only puttin’ in a nickel, but they want a dollar song. Song title

106. I have a microwave fireplace. You can lay down in front of the fire all night in eight minutes. Steven Wright

107. The job can be completed in 5 seconds. Peter Large, The Micro Revolution Revisited

108. Since 1987, homes and offices have added 10,000,000 fax machines, while e-mail addresses have increased by over 26,000,000.

109. Speed up.

110. Since 1983, the U.S. work world has added 25,000,000 computers. The number of cellular telephone subscribers has jumped from zero in 1983 to 16,000,000 by the end of 1993.


111. Behave like you’re in business for yourself.Richard Feinberg, Purdue University

112. See yourself as a service center.Richard Feinberg, Purdue University

113. If we had similar progress in automotive technology, today you could buy a Lexus for about $2, it would travel at the speed of sound, and go about 600 miles on a thimble of gas.

John Naisbitt, Global Paradox

114. When a company’s customers are happy with the service and the product, and find enthusiastic and knowledgeable personnel who are anxious to help, chances are that company will continue to enjoy the lucrative patronage of those customers for a long, long time.

N.W Pope, More Mickey Mouse Marketing

115. Let’s face it, managing your customer satisfaction isn’t a matter of life or death, it’s far more important than that.


116. Investors should be able to reach their brokerage firm any way they need to, day or night. Charles R. Schwab

117. What’s next is now. Sony® ad

118. Find a happy medium between knowing your business and knowing how to make your customers happy. If they trust you, then the hardest work is done, and you can focus on the real work: making magic happen.

Steve MacLaughlin

119. Freedom is actually a bigger game than power. Power is about what you can control. Freedom is about what you can unleash.

Harriet Rubin

120. We’ve always been renegades in customer service. We’re always asking, “how can we get the customer the moment they need us?”

Chuck Salter

121. You can achieve amazing things and have highly motivated, incredibly loyal people - - if they think management is willing to ignore the rules to get things done.

John Patrick

122. Build Relationships…Build Your Dream. It starts with spending time with your members Building relationships. Enjoying your work Doing what you love.

ASF® Advertisement


123. "When I have a problem, they solve it. When I have a question, they answer it.That's why I'm using ABC Financial Services."

Michael Widener, Family Fitness

124. (Pointing to a bottle of Coke across his desk) “The lifeblood of the Coca-Cola company is you consuming that drink. If you stop consuming that drink our lifeblood is cut off. And I don't want anyone to forget that." M. Douglas Ivester, CEO of Coca-Cola. As quoted in the Wall Street Journal (Mar. 9, 1998) discussing what is important to this 124 billion-dollar company

125. “Exceptional customer service is 1% inspiration and 99% existing application.” Richard Feinberg, Purdue University

126. “The Audi A6 gives new meaning to the phrase ‘Follow that car’” Quote from the brochure for the 1998 Audi A6

127. “The all new 1998 Audi A6. Because a luxury-touring sedan must do more than transport you. It must move you as well.

Quote from the brochure for the 1988 Audi A6.

128. “Let’s make one thing perfectly clear…Your customer’s satisfaction.” Richard Feinberg, Purdue University

129. “Without dough…it don’t go.” Rick Lowry, Tru*Serv Corporation

130. “People judge others by their actions and themselves by their intentions. To be successful in the eyes of you customers, you actions must match your intentions.

Cindy Evans, Tru*Serv Corporation

131. “You can tell a lot about a company by the customers they keep.”Richard Feinberg, Purdue University

132. “I am in favor of letting the status quo stay as it is.” Wisconsin Legislator

133. “I like thinking big. I always have. To me, it’s very simple: If you’re going to be thinking anyway, you might as well think big.”

Donald Trump, 1987

134. “If the marketplace has gone bonkers, you better have a bonkers organization. Straitlaced folks are not going to make it in a world that’s not straighlaced.”

Tom Peters, consultant, 1992

135. “Unfortunately, status-quo thinking is still common. As markets change the established leaders are often among those most blinded by the past successes. None of the companies that dominated the thriving ice-harvesting market in the nineteenth century converted to the refrigeration business. The Pony Express did not develop into a railroad. The producers of electromechanical calculators never made the technological leap into electronic computers.”


136. New expectations and new priorities are unsettling. But as former British Prime Minister Harold Wilson once observed, ‘He who rejects change is the architect of decay. The only human institution which rejects change is the cemetery.’”

Norman K. Augustine, Chairman, Lockheed Martin Corporation

137. “Of the 100 largest U.S. companies in 1917, we count only 15 companies surviving today. Besides 6 oil companies, there are 2 automakers and these 7 others: AT&T, Citicorp, Du Pont, General Electric, Kodak, Proctor & Gamble and Sears. The other 85 went bankrupt, were liquidated, were acquired or were left behind.”

Forbes magazine, June 1997

138. “I hated every minute of training, but I said, ‘Don’t quit, suffer now and live the rest of your life a champion’”

Muhammad Ali

139. “Practice does not make the athlete. It is the quality and intensity of the practice that makes the athlete.”

Ray Meyer, former DePaul University basketball coach

140. This is a phone, a supermarket, a computer, a movie theater, a bank, a game station, a radio, a video club, a mail box and also a TV-set.

Advertisement for Media Highway

141. Every company has to figure out what it’s giving away and what it’s selling…If you’re in a fast-moving industry and you want to gain market share, this strategy is paramount.”

Fast Company 1998

142. These people and companies are doing EVERY DAY what most of us are still just talking about - - and what many of us have yet to start THINKING ABOUT.

Fast Company 1998

143. Want to know how to provide great customer service? Think of every noteworthy experience - - good or bad - - that you’ve had as a customer. Then think through what made it good or bad, and plan your customer-service strategy around your answer. Finally, take things a step further and treat your employees the way you want them to treat your best customers. The rest takes care of itself.

Chris Brogran, Product Support Engineer, Boston Communications Group

144. If we insist that the customer is always right, then in every dispute the employee must be wrong. What kind of message is that to send? Besides, who cares who’s right or wrong? You’re in business to fix problems, not fix blame. Your job is to help customers be successful, not to pretend they’re infallible. Why not encourage employees to see themselves as detectives, coaches, and partners - - as advocates for the customer?

Bernice Johnston, President, Milestone Unlimited, Inc.


145. Life is full of mysteries, finding a reliable business shouldn’t be one of them.Richard Feinberg, Purdue University

146. We make sure 99.999% of the pixels in our screen are in perfect workingorder. It's that last .0001% THAT KEEPS US UP AT NIGHT.

Fujitsu Advertisement

147. We’re in the transportation industry, so it only makes sense that we never stand still. Norfolk Southern advertisement in Inc. Magazine, 1997

148. Seibel customers: 100% satisfied 100% successful. We do whatever it takes to make our customers successful.

Siebel advertisement in Forbes Magazine, 1997

149. So you think you know your customers? Meet Stella Burns. For two years, we’ve been mailing her coupons for cosmetics, and she hasn’t redeemed a single one! Perhaps you should take a closer look at your customer profiles and buying habits…Right Stella? Good Puppy!

Data General advertisement in Forbes Magazine, 1998

150. TCG has always gone the distance for its customers. Now we go even further. TCG advertisement in Forbes, 1997

151. There is opportunity everywhere. If you have the vision to see it. The Montgomery Funds advertisement in The New Yorker, 1998

152. Create your own series of dodge ball trading cards…Because you can.Sony ™ advertisement in The New Yorker, 1998

153. Open 24 hours, easy ordering, fast shipping, gift wrapping, book reviews, recommendations, editor’s picks, searchable database, bulletin boards, live events, every book in print, worldwide

delivery, deep discounts……barnesandnoble.com….where the world shops for books!

154. Trying to do everything exceptionally well is an admirable goal but risks being unable to do any one thing the best.


155. It’s about a real mean customer. The [cost] of survival in the auto industry will grow substantially as the customer gets meaner and meaner and refuses to pay for new widgets.

Alex Trotman, Ford Motor Co., May 1998

156. The true measure...is how quickly a company answers a support call.Fujitsu Advertisement, June 1998

157. Oddly, the most dangerous people in business are the ones who always tell you exactly what you want to hear.

CPA Advertisement, June 1998


158. The General seems to have forgotten that people need to be excited about their vehicles, in love with the sheet metal, wowed by the interiors, excited by the performance.

Jerry Flint, “Panic Time at GM” , Forbes, May 18, 1998

159. Hire people who are like your customers, rather than just like you.Robbie Stamp, CEO of the Digital Village

160. Teach people about the business, so that they can fall in love with it.Robbie Stamp, CEO of the Digital Village

161. This has been one of the great experiences of my life. You can’t image how much fun it is to create a product that actually touches regular folks in their lives.

Ed Colligan, creator of the Palm PDA

162. "It is not just about having web page but how that web page can give thecustomer what they want." David Sager, Purdue University student

163. I keep telling them that we’re not geniuses but only a little ahead of the curve.Jim Assara, Founder and CEO of Shawmut Design & Construction

164. Smart? It’s not about being smart. It’s about being able to recognize when you do somethingaccidentally that in hindsight looks smart.

Nick Reed, Co-Founder & CEO of Paragon Biomedical, Inc.

165. What I really wanted was to do this.Dwayne Walker, Founder and President and CEO of Techwave, Inc.. Explaining why he left Microsoft to launch his own business.

166. There is something you can do today that will have a profound impact in the new millennium.Richard Feinberg, Purdue University

167. “My customers are calling 24 hours a day, but my business is only open 12 hours a day.”IBM Ad for ‘Affordable-Communications Solution’.

168. Lots of companies have a mission statement. How many have a mission?Aetna US Healthcare Ad. 1998.

169. “If your customers are not treated as you would like to be treated they will become someone else’s customers.”

Richard Hinshaw, Purdue University student, 1998

170. “Complacency towards customer satisfaction is a recipe for business failure.Julie Moore, Purdue University student, 1998


171. “When businesses realize that they need the customer much more than the customer needs them, the road to success shortens significantly.”

Emily Wheeler, Purdue University student, 1998

172. “…without customer satisfaction you have no business, no money, out of luck.”Karen Warnecke, Purdue University student, 1998

173. “It’s the consumer stupid”Steven Williams, Purdue University student

174. “What makes a company? Customers. What makes a good company? Happy customers. And most importantly, what do happy customers want and need? Excellent customer service.

Coleen Apache, Purdue University, 1998

175. “Nothings wrong. But many things could go wrong if we don’t prepare today.”Steve Ballmer, President - Microsoft

176. Customer Satisfaction - Ballmer plans to spend $250 million this year to boost customer support and consulting staff by 25% each. Next he will send hundreds of engineers to the field to meet with corporate customers so they can better understand their problems.

Presidential priorities of Steve Ballmer, new President of Microsoft

177. “If anybody’s between you and your customers, you had better be shaking in your boots."Michael Mortiz, Partner - Sequoia Capital

178.

179. “…if your customers are not treated as you would like to be treated then they will become someone else's customers."

Rick Hinshaw, Student, Purdue University

180. Customer relations is best strengthened by managing both customer satisfaction and customer


Is Your Customer out of Focus?

performance. David Bowen, Thunderbird School of Management

181. Asking how much you can make on the Internet is the wrong question. The right question is howdoes the internet reinvent your business?

182. Be the best you can be in your best areas. Become partners with the best in areas that you cannot.

183. Non-stop, door to door, anytime, anywhere, guaranteed. Roberts Express

184. We are the most expensive courier in the world so we better be the best. Brice Simpson, CEO Roberts Express

185. Customer satisfaction is a mission not a program. 186. “A business is not about providing service or selling products anymore, it is about providing

service and selling products which are better.” Mitzy Sutanto, Student at Purdue University

187. “… (we must become) lunatics about customer satisfaction.” Jack Welch, CEO GE

188. " We need people who can hit the ground running. The standard hiring process--a resume, interviews, some references--may tell you about history and hypotheticals, but it says little about how a candidate can add value to your company today."

Cathy Olofson, Fast Company Magazine, December 1998

189. "The measures that matter to us are the measures that our customers use."Scott McNealy, Go Fly Ltd., 1999

190. "I measure customer delight by talking directly to customers."Jerre Stead, Chairman and CEO of Ingram Micro Inc.

191. "Keeping employees happy is the key to long-term success. That means keeping the channels of communication open--measuring satisfaction through surveys, as well as by just walking around and checking in with people."

Gary White, CEO of Gymboree, 1999

192. "Complaints provide a window into your performance."Reuben Greenberg, Chief of Police, Charleston Police Department, Charleston, South Carolina

193. "We're not in the education business. We're in the transformation business."John Quelch, Dean, London Business School


194. "I have a technique I use to reinforce Rule Number Six for myself. I put a blank sheet of paper on the stand of every musician at every rehearsal. That paper is an invitation to the players to inform me about how effective I'm being at making them the best that they can be."

Ben Zander, Conductor, Boston Philharmonic Orchestra, 1998

195. "How do I create an environment in which people are committed to doing really great work? Tracking company culture is the answer. That means looking at the company as a whole and understanding how all aspects of it are interconnected."

Brian Maxwell, Cofounder/President/CEO of Powerbar Inc.

196. "If we want to see more risk-taking, we must ourselves take more risks. If we want people to dream bigger dreams, we must ourselves dream bigger dreams. If we want the whole person to come to work, we must bring all of ourselves to work."

Barbara Waugh, Hewlett Packard, 1998

197. "How you handle adversity in the workplace tends to have much more impact on your career than how you handle the good stuff. The people who know how to overcome adversity are the ones who rise to the top of the organization."

Martin Seligman, President of American Psychological Association

198. "Credit cards aren't banking, they're information."Rich Fairbank, Chairman and CEO of Capital One Financial Corp.

199. "Thank God for competition. When our competitors upset our plans or outdo our designs, they open the infinite possibilities of our own work to us."

Gil Atkinson

200. "If it ain't broke -- fix it. Take fast -- make it faster. Take smart -- make it brilliant. Take good -- make it great."

Cigna Advertisement

201. "If things were done right only 99.9% of the time, we'd have two unsafe plane landingsper day at O'Hare and 16,000 lost pieces of mail every hour by the U.S. Postal Service.

Strive for 100% quality!" Jeff Dewar

202. "People don't give a hoot about who made the original whatzit. They want to knowwho makes the best one."

Howard W. Newton

203. "If you haven't got the time to do it right, when will you find the time to do it over?" Quote from "Quality Service Teamwork/Successories Library"

204. "If you plant crab applies, don't count on harvesting golden delicious." Bill Meyer


205. "No one ever attains very eminent success by simply doing what is required of him;it is the amount and excellence of what is over and above the required that determines

the greatness of ultimate distinction." Charles Kendal Adams

206. "Hold yourself responsible for higher standards than anybody else expects of you.Never excuse yourself."

Henry Ward Beecher

207. "It is a funny thing about a business, if you refuse to accept anything but the best,you very often get it."

Quote from "Quality Service Teamwork/Successories Library"

208. "There are thousands of people who can help you improve your site. They'recalled users."

Jackie Cohen & Maryann Jones Thompson, The Industry Standard, June 21, 1999

209. "Real customer service is about reaching and satisfying customers in every retailenvironment--not only online and not only in a brick and mortar world."

Kelly Mooney, Net Company, September 1999

210. "Nothing succeeds like excess." Oscar Wilde

211. A second-generation neighborhood grocery owner decided to "weed out all of thosepeople who weren't regular customers" -- and then launched the most radical loyaltyprogram in the supermarket industry. Today, as members of Club DLM, Dorothy Lane's best customers in Dayton, Ohio, get the kind of treatment that you'd expect from a sales rep who's chasing a million-dollar account: free bouquets of flowers, free turkeys at Thanksgiving, Christmas gifts, invitations to concerts.

212. "Customer service excellence does not come cascading like Niagara Falls…it comesone drop at a time."


213. "The polling place of any retail business is at the cash registers. Here, customersatisfaction can be easily measured in terms of both size and the frequency of the

transactions." Leonard Riggio

214. "Better three hours too soon than one minute too late." Shakespeare

215. "Delivering ads is one thing. Delivering CUSTOMERS is another." IBM Advertisement


216. E-commerce shoppers are easily frustrated by server error messages or having to wait for a transaction to process. They're always just a click away from a

competitor's site--and if they leave, they probably won't ever return. Quote from "Red Herring," September 1999

217. Taking a bite from a Dairy Queen ice cream bar, Mr. Buffett said he simply buyswhat he knows, then offered a judgment he has no doubt debated over many

bridge games with his friend Mr. Gates. "The Dilly Bar," he said with a smile, "is more certain to be around in 10 years than any single software application."

218. Bill Ford and Jacques Nasser are transforming Ford from a carmaker into aconsumer company that just happens to make cars.

219. "Walking down Main Street citizens are four times more likely to encounter anH&R Block office than they are to encounter the Gap."

Amity Shales, "The Greedy Hand"

220. SHOPPING ONLINE BEATS STANDING IN LINE. (www.landsend.com) Land's End Advertisement

221. "Every fall on the first day of class, I make an announcement: Everybody gets an A.There's only one condition: students have to submit a letter, written on that first day

but dated the following May, that begins: Dear Mr. Zander, I got my A because… In other words, they have to tell me, at the beginning of my course, who they will have become by the end of the course that will justify this extraordinary grade." Ben Zander, Conductor, Boston Philharmonic Orchestra 222. TCPAOS -- The customer pays all our salaries. Dennis Pawley

223. Technology doesn't try harder, people do. AVIS Advertisement

224. "When a company is relying on you to help them succeed there is one thing you'dbetter be…visionary."

Anonymous

225. COOPERTITION -- word to describe strategic alliances with potential competitors. "Amazon"

226. "We are hell-bent on not being in a railroad car as jets fly over us." Eisner's way of explaining why he keeps pushing Disney into new technology

227. "When you don't know what else to do, listen to your customers." Eric Schmidt, Novell CEO


http://www.landsend.com/

228. WE'RE PROUD TO HAVE BEEN NAMED AIR TRANSPORT WORLD'S"1998 AIRLINE OF THE YEAR." OUR ONLY REGRET IS THAT THE AWARD

DOESN'T HAVE ROOM FOR 74,000 NAMES. Delta Air Lines Advertisement

229. Customers are not dependent on us, we are dependent on them. We are not doingthem a favor by serving them, they are doing us a favor by giving us the opportunity

to do so. Quote from "Quality Service Teamwork/Successories Library"

230. "Never forget a customer, and never let a customer forget you." Harold McClindon

231. "Consumers are not statistics. Customers are people." Stanley Marcus

232. WHAT IF EVERY SMALL BUSINESS ON THE FACE OF THE EARTH WAS ABLETO SELL TO EVERYONE IN THE WORLD? Maybe there would be no such

thing as a small business. SmartAge Advertisement

233. "I spend most of my time talking and listening to customers. Here is how I learnedto do that: When my father, Frank, introduced his chicken to New York City in the

early 1970s, he spent six months there and probably talked to every butcher there was in the city. He took notes on yellow pads and amassed 20 of them--800 pages. Just before he left New York, he was in a phone booth at LaGuardia Airport and left one of his yellow pads there. When he later found out that it was probably picked up as garbage and taken to a landfill, he tracked down the landfill and got it back." James Perdue, Chairman, Perdue Farms

234. WHY ARE YOU STILL TREATING YOUR WEBSITE'S VISITORSLIKE THEY HAVE NOTHING TO SAY?

NetDive Advertisement

235. In business, there is only one boss…the customer. They can decide to fire everyonein the company, from the chairman on down…by spending their money somewhere else.


236. There is only one way to build a business….satisfied customers, one at a time. Anonymous

237. Our customer support is so responsive that, OOPS, there's a call, gotta go. Mind Spring Internet Services Advertisement

238. "We want our customers to wake up each morning and think, 'Boy am I glad that GSA


exists!'" GSA's goal isn't just to lower prices--it's also to "thrill" customers. Dave Barram, Head of General Services Administration, Washington DC

239. Companies make clear that hiring great people is not the responsibility of Human Resources. It's the responsibility of every single manager. There are lots of reasons

for this: If you are the leader of a great marketing team or of a great product- design team, no one outside your group, no human-resources specialist, can understand the kind of superstar who will make a difference in your work. Only you can understand that. John Sullivan, Head, Human-Resource Management Program, San Francisco State University

240. e-nnoy-ing: When it's 5:08 pm on a Friday nightand the customer service department you need to

talk to about your latest Internet purchase is already at happy hour. Eliance Advertisement

241. "Want to know one way to feel good about your job? Find passionate peopleto work with--and then hang on for the ride!"

Darwin Sanoy, Principal Consultant, Corectech Consulting Group

242. "We expect our people to understand our customers' expectationsand to exceed those expectations. We don't expect them to wait for

permission in order to do the right thing." Doug Woods

243. Customer satisfaction can best be summed up in two words…exceed expectations. Quote from "Quality Service Teamwork/Successories Library"

244. If you aren't satisfied With your web site Performance, Imagine how your CUSTOMERS Feel about it. Service Metrics Advertisement

245. "I was clueless. They were more clueless. The difference was 10 million dollars."

246. Customer satisfaction, not customer service, is the mission. Quote from "Quality Service Teamwork/Successories Library"

247. Now you can never be too rich,To think or have


A web site that's Too popular. Resonate Advertisement

248. Be sure to ask new hires what people they would recruit from their former company.Why? Because great people tend to know other great people.

John Sullivan, Head, Human-Resource Management Department, San Francisco State University

249. IT TAKES MONTHS TO FIND A CUSTOMER; SECONDS TO LOSE ONE.

250. At Mitel, the way to go faster--and to do better--is to stop spending time on thingsthat don't add value.

251. "WebAnswers is an outsourced service company providing a complete solution for delivering instant answers to online customers' questions. We provide the systems,

technical staff and knowledge-management engineers to develop, manage and host interactive knowledge bases for our clients. For those questions that require additional research, our customer-service agents find the right answer--and respond to the customer." Eric Ornas, President, WebAnswers

252. To my Customer: I may not have the answer, but I'll find it. I may not have the time,But I'll make it. I may not be the biggest, but I'll be the most committed to your success.


253. "I DON'T DO MALLS…" Avoid the crowds and shop at home with www.buyitnow.com. We have everything you're looking for with name brand

electronics, tools, toys, home décor items and more! For personal assistance call our Internet retail specialists @ 1-888-55BUYIT. Our exclusive hassle- free shopping is backed by a 100% customer satisfaction guarantee.

Why Shop Anywhere Else!

254. Browse. Buy. Back to Work.(Maybe we made it too easy).

Blue Fly Advertisement

255. You're on your way to your office, and you're riding the elevator. The doors open,And the CEO gets on. As the doors slowly slide shut, she turns to you and asks,

"What are you working on that makes a difference to this company?" Her eyes bore into you. You're alone in the elevator with the biggest of the big cheeses, and you've got two minutes to tell her exactly why your project matters. SO WHAT IS YOUR PITCH?

256. If you are standing still, you're falling way behind.


257. "In shopping for an 'I Miss You' card yesterday I came across one that said…'You never write. You don't call. I never hear from you. You totally ignore me…

Have you ever worked in customer service?'" B.J. Fisher, Purdue University student

258. ORVILLE WRIGHT DID NOT HAVE A PILOT'S LICENSE.

259. "We don't need more breakthroughs in technology (but) in business philosophy." Stan Shih, Acer

260. The problem isn't losing your customers to an e-business.It's losing them to someone else's e-business.

MCIWorldcom Advertisement

261. "How many objects--and cars, for that matter--make people coo?" Sohrab Vossoughi, Founder and President, Ziba Design Inc.

262. "The problem with the rat race is that even if you win, you're still a rat." Nick Campbell, Staff Engineer, Johnson & Johnson

263. Happ-e. We do e-fulfillment just for grins. Keep your customers smiling--from the moment they place an e-order till long after your product reaches their doorsteps. Let us do your e-fulfillment and you'll always have a nice day. SubmitOrder Advertisement

264. "A car is a commodity. That's why I'm not thrilled about buying a car over the Internet.The Net is a great source of information on pricing and availability. But it can diminish

your chances of getting a great deal. Dealers do not compete with one another on these sites--each site has specific dealers it works with. If you're persistent enough, you might get a better deal in person than over the Net." Paul Maghielse, Omega Stamping Company

265. THE INTERNET: BRINGING PEOPLE, IDEAS AND REALLYNICE PENS TOGETHER.

Ashford Advertisement

266. "Being a great businessperson not only involves knowing how to do your own jobbut how to make your customers and employees so happy they never want to leave."

Beth Pelger, Purdue University student

267. "A company finds its destiny by answering three questions:1. Who are we?2. What do we stand for?


3. How do we serve?" Tom Chappell, Founder/CEO, Tom's of Maine

268. "One company that I work with literally gives coupons to great people whom its managers havegotten to know but who aren't ready to make a move. The coupon sends the message: 'The day

you want to come work for us, you're hired. You don't have to go through our HR bureaucracy. We will hire you instantly.'" John Sullivan, Head, Human-Resource Management Department, San Francisco State University269. "WHY IS IT SO HARD FOR YOU PEOPLE TO GET THE ORDER RIGHT?" SalesLogic Advertisement

270. "When meetings are getting too antagonistic, or are moving too quickly through complexissues, I will shut them down. 'This isn't a break…I want us to sit here in silence, with

our eyes open, and to think about what we're trying to do.'" Tom Durel, Former CEO, Oceania

271. "KEY TO INTERNET COMMERCE OF ALL KINDS: Your customers aren'tcustomers anymore. Your vendors aren't vendors anymore. They're either your

teammates or someone else's teammates. If you're not on their team, they'll find someone who is. It doesn't matter if it's business-to-business e-commerce or retail e-commerce. Another team is just a click away." John Ellis, Consultant

272. The Internet is a blank canvas…you hold the brush. Intendchange Advertisement

273. "This is your wake-up call: The new economy operates 24 hours a day, 7 days a week." Anna Muoio, Fast Company, October 1999

274. "Why would anyone go into the tire business? To change it!"

Tom Gegax, Head Coach, Team Tires Plus275. Finish this sentence: "I would spend more time on the net if…"

(40% selected "it allowed me to do more things that I couldn't do otherwise.")

276. You can search the world over for the finest in home design.


OR You can just, well, search the world over. HomePortfolio Advertisement

277. "Good service + customers = SMILES." Thomas Rickman, Purdue University student

278. "It's a fact of life: Most of us have been spoiled by Amazon.com's customer-focusedretailing. I have yet to buy from another e-tailer that gives me (as Amazon does) a

complete record of what I ordered." Jim Murphy, Philadelphia, Pennsylvania

279. "Ask not what your customer can do for you butwhat you can do for your customer."

David Rabb, Purdue University student

280. "All the things you normally fuss and moan about to yourself and your buddies--well, we have a chance to do something about them. I can't say, 'THEY don't know

what's going on.' OR 'THEY made a bad decision.' I am THEY." Duane Williams, GE/Durham Factory

281. Eight hours a day, five days a week, the head of the Seattle's Home Depot store'sgarden department roams the aisles of the outlet, scouting out anxious home improvers,

helping them overcome their biggest do-it-yourself worries. "People come in with a lot of fear--fear of water, fear of electricity, and, if they're trying to put together a barbecue, fear of gas," says Greg McMillan. "All I'm doing here is empowering them."

282. LET'S FACE IT, WITHOUT AN E-CUSTOMER THERE IS NOE-BUSINESS.

Vantive Advertisement

283. "When you're trying to double the speed of product development, you have togive the right people the right information at the right time."

Quote from a Ford executive, Fast Company, October 1999

284. The New York Times recently reported that the combined 1998revenues of every retailer on the Internet--$8 billion, according to

Forrester Research--did not match that of one e-commerce business: Cisco Systems, whose 1999 business-to-business e-commerce revenues exceeded $9 billion. Fast Company

285. "I have one piece of advice for you: quit. Leave school tomorrow, take whatever money you have left that you would have spent on tuition, and start an Internet

company. Because if you stay in school for the next two years--if, when everybody


else is dreaming and innovating, you spend time on the bench, watching the game go by--you'll miss the greatest land grab, the greatest gold rush of all time, and you'll regret it for the rest of your life." Jason McCabe Calacanis, Speech to Harvard Business School 1999

286. IN THE RACE FOR QUALITY, THERE IS NO FINISH LINE.

Anonymous287. "If a window of opportunity appears, don't pull down the shade." Tom Peters, "The Pursuit of Wow"

288. Surfing Manifesto: "Give me what I need--and fast. After all, I'd rather be hiking a trail or floating on a river." Bill Greer, Founder, GORP (Great Outdoor Recreation Pages) Fast Company Magazine, November 1999

289. "THE ULTIMATE GOAL: Make yourself an adviser to your customers. Offersuggestions based on their personal preferences. Know your merchandise, and

identify all of the different ways to shop for it--by price, age, gender, color, style, mood, or any combination of those categories. Build a smart, robust database, one that delivers search results that are relevant, visual, complete, and helpful." Kelly Mooney, Resource.com

290. Which would you rather have?A company that's simple to do

business with or a company that makes business simple? Gateway Advertisement

291. "When it comes to time management, I have one piece of advice: Push yourselfas hard as you can. Always push yourself, even when it hurts--because every

second counts." Todd Krizelman, Co-CEO, The Globe.com

292. "I did a few calculations and then took my final figure to a topexecutive at the company. This one engineer, I estimated, was worth $29 million to this company. Do you know what that executive did?He wrote the engineer a check for $1 million. That was exactly theright reaction. Most great people don't appreciate how valuablethey really are. If they did, then lots more of them would be gettingmillion-dollar bonuses."

John Sullivan, Head, Human-Resource Management Program, San Francisco State University

293. "Customer service is the online experience. Online, no transaction is tangible.


A customer is in a self-service environment. So retailers must know what the customer wants before she tells them. From start to finish, the experience is the only thing that matters." Anna Muoio

294. Nearly every bulletin board in every office at Dell Computer has a sign that reads:"The Customer Experience: Own It."

295. Hanging above a set of cubicles--home to employees who sell computers to government accounts--is a gift-wrapped box labeled "the 'Customer Experience.'" That label serves as a reminder that at Dell, bonuses and profit sharing are tied to what those three words signify. Quote from "Net Company," Fall 1999

296. DESERT YOUR ONLINE CUSTOMERS, AND THEY'LLRETURN THE FAVOR.

www.liveperson.com

297. "The whole point is that owners of computers shouldn't have to get involved in making them work as promised. They should just work, all the time."

Walter Mossberg, Wall Street Journal, April 30, 1999

298. "We'd rather cannibalize our store sales (via our catalog and Web site) thanhave someone else do it."

Jake Mendelsohn, CIO, PETsMART, "Chain Store Age," November 1999

299. E-VOLVE YOUR BUSINESS Richard Feinberg, Purdue University

300. FOCUS ALL ASPECTS OF YOUR BUSINESS ON YOUR CUSTOMERS

AND THE REWARDS ADD UP FOR EVERYONE. Lucent Technologies Advertisement

301. "How do you get people to pay attention to your messages when they aredealing with more email than they can possibly read, more Web sites than

they can possibly surf, more TV commercials than they can possibly watch?" Polly LaBarre, "Fast Company," September 1999

302. "Only a few mom-and-pop shops deserve to be called 'beloved.' Most of themsurvive because their customers have no better option. Thankfully, those stores

will die. But mom-and-pops that provide real value to their customers will prosper." David Blanchard, "Fast Company," September 1999


http://www.liveperson.com/

303. "The armies that will win in the future--and, by extension, those organizations

that will wage successful campaigns of any kind, whether they're commercial,

military, or otherwise--will be those that marshal 'creative solutions in ambiguous circumstances.' Everybody's got to know how to be a leader." General Peter Schoomaker, Commander in Chief, U.S. Special Operations Command

304. QUESTION: What did the e-tailer say to the retailer?ANSWER: My floor space is bigger than yours.

USWeb/CKS Advertisement

305. "Zero time is about the ability to react instantaneously, to provide value forevery customer at every opportunity. Without the Internet, you can't be

Zero-Time--PERIOD." Keri Pearlson, Business Professor, University of Texas (Austin)

306. "Hire a vice president of customer experience. You need one person who willbe a champion for the customer--one person who can move through various

business units and act as an advocate for customer-centric design." Anna Muoio, Net Company, Fall 1999

307. "The Internet makes shopping easier and more enjoyable."(67% say that that's a reality; 33% say that that's a myth.)

Fast Company, October 1999

308. "Every word on our site should help to create a positive user experience." Alicia Dougherty, Bigstep.com

309. The government ensures that no more than .0009% Of your food is rodent free.

Every percent counts.

Bankrate.com Advertisement

310. "For the first four years, no new enterprise produces profits. Even Mozartdidn't start writing music until he was four."

Peter Drucker, Management Consultant


311. "Give me a stock clerk with a goal, and I will give you a man who will makehistory. Give me a man without a goal, and I will give you a stock clerk."

J. C. Penney

312. "Convenience, Convenience, Convenience! I need to have information at myfingertips."

Carley Roney, Cofounder/VP, the Knot, Inc.

313. "We used to measure how many calls we could take per hour. Now we focuson first-time resolves--solving the problem once and for all, even if that means

talking longer with a customer." Manish Mehta, Dell Computers, Net Company, Fall 1999

314. "Every project we take on starts with a question: 'How can we do what'snever been done before?'"

Polly Labarre, Lend Lease Corporation

315. "Many people believe that we have entered the age of the Internet.It's more accurate to say that we're living in the age of the customer.

Make no mistake: customers are in control today. They have access to more information than ever before, and they can retrieve it faster than ever before. There has never been a better time to be a customer-- or a more demanding time to be a company." Anne Busquet, President, American Express Relationship Services, American Express

316. YOU'RE E OR YOU'RE OUT. EDS Advertisement

317. "Customer service IS the online experience. Online, no transaction is tangible.There's no friendly greeter at the front door, and there's no help desk at the

back of the store. A customer is in a self-service environment. So retailers must know what the customer wants BEFORE she tells them. From start to finish, the experience is the only thing that matters." Kelly Mooney, Resource.com

318. "The most important kind of time is the time that it takes to acquire and retainyour customers. That's what 'time zero' is all about: How fast are you retaining

customers that you already have? How fast are you grabbing new ones?" Mark Teflian, President, Time 0


319. If… The average single female Breaks up with 4.3 men, Avoids 237 phone calls and Ignores approximately 79 red lights Per year -- What are the chances she'll read YOUR e-mail message? …Say something specific. Contact us for e-messaging campaigns That get results.

Message Media Advertisement

320. "We're not in the coffee business serving people. We're in the people businessserving coffee."

Howard Schultz, CEO, Starbucks Coffee, Customer Service Management, March/April 1999

321. "I want to do stuff well, but even more important, I want to do the right stufffor the right people."

Ken Keberle, BizVillage, Fast Company, October 1999

322. Wouldn't it be great if every time you named your clients, people said "Wow" instead of

"Huh"? Strategic Interactive Group Advertisement

323. DELL COMPUTER FORMED THE 'CUSTOMER EXPERIENCE COUNCIL,' A GROUP THAT IS SCRUTINIZING EVERY ASPECT

OF HOW DELL INTERACTS WITH CUSTOMERS.

324. "One of the most distinctive--and powerful--characteristics of the Webis its ability to level the playing field. For shoppers, that means more

information about pricing, dramatically simplifying the process of comparison shopping." E. Savitz, "The Industry Standard" 1999

325. "We used to measure how many calls we could take per hour. Now we focus onfirst-time resolves-solving the problem once and for all--even if that means talking

longer with a customer." Manish Mehta, Dell Computer


326. Ancient Dilemma: If you've got a million customers, How do you make each one feel Like one in a million?

Xerox Solution: Talk to customers one-on-one.

Xerox Advertisement

327. WHY BUY THE COWWHEN YOU CAN DOWNLOAD THE MILK

FOR FREE? Sun Microsystems

328. "Sales professionals die only when they fail to add or create value for theircustomers and prospects. Whether a company's sales strategy is e-commerce,

direct sales or a combination of the two, the focus remains on the top line of the income statement--SALES." Sam Parker, Cofounder, Justsell.com, "The Industry Standard," October 25, 1999

329. "We're not going to build this company by servicingcars, we're going to build it by servicing customers."

James Wheat, President, Jiffy Lube, "Customer Service Management," March/April 1999

330. "BRANDS MATTER. Indeed, in the new world of business--a world ofovercapacity and sensory overload--brands matter more than ever. WHY?

Because brands are a form of shorthand. Customers think about what matters to them, analyze their choices, and settle on a brand. Once they've done that analysis, they're very reluctant to do it again." Bob Pittman, President/COO, America Online Inc.

331. "The biggest challenge facing companies in the 21st century will be todifferentiate themselves from everyone else--to create a passionate

following among customers who have too many choices." Andy & Kate Spade, Cofounders, Kate Spade

332. "It's difficult to convince great people to pay attention to you if you don't havea great reputation. You need to attract people by interesting them in what you're

doing." Eric Raymond, Fast Company, November 1999


333.The little black dress.

Diamonds.Great service.

Some things will neverGo out of fashion.

British Airways Advertisement

333. //companies/customers/suppliers/partners/everyone/everywhere/prepare to merge Welcome to the City of e

SAP Advertisement

334. At the heart of the Web are two important lessons about your career: You areyour most important product, and everything about you gets more valuable

when you use technology to leverage it. According to Web wizard, Nathan Shedroff, creating your personal Web site is less a technical challenge than an emotional one. Once you've answered the question "What is your brand?" you're ready to create the brand called URL. Quote from Net Company, Fall 1999

335. A few examples of Microsoft-based business-to-business commerce solutions:

MERISEL strengthened their business relationships by giving tens of thousands of resellers real-time inventory and order-status access.

OFFICE DEPOT increased sales by millions of dollars by enabling over 20,000 of their business customers to purchase goods with custom catalogs and pricing.

SAINSBURY'S one of the UK's largest retailers, is integrating hundreds of disparate suppliers via a Web-based value chain management system. 336. "In five years, there won't be any Internet companies because they will all be

Internet companies. Otherwise, they will die." Andy Grove, Intel Chairman

337. He's a nasty, noisy, belligerent, bellicose,Bullying, combative, crotchety customer.

And he's going to read your agents the riot act. (Exactly what he's been created to do.)

www.Mosaix.com338. "Twenty-four hours a day, seven days a week, you are going to be able to buy

a work of art. How exciting is that?" Diana Brooks, CEO, Sotheby's


http://www.Mosaix.com/

340.CONFIDENCE

One Company. One Message:TOTAL SATISFACTION

Panasonic Advertisement

341. "It's going to be a Web Christmas." Jeff Bezos, CEO, Amazon.com

342. When it comes to e-business, you've got two choices - get your feet wet soon orrisk being left high and dry.

Cambridge Technology Partners Advertisement

343. "If you organize information so that it serves your customers, they'll stick with

you. In a digital marketplace, you're not offering customers a new catalog every

year; you're offering them a new catalog every night. You don't post a new price every hour. Time is information, and information is time. Mark Teflian, President, Time0

344.Change one thing, and it's just not the same.

But if every part is exactly right…MAGIC

Mercedes Benz Advertisement

345. "If the customer wants to buy through the Internet, we have to make that happen.If we don't, someone else will. And we'll lose."

Earl Mason

346. "And we are prepared to make anything. There is no such word as 'no' in our kitchen."

Charlie Trotter, Chicago, Fast Company, December 1999

347. EVALUATE THIS STATEMENT: FIVE YEARS FROM NOW, RETAIL OUTLETSWILL HAVE BECOME RELICS OF THE PAST. 8% say that it's "certain to come

true within five years." 48% say that it's "possible, but not likely to come true within five years." 24% say that it "will not come true within five years." Article from Fast Company, October 1999


348.www.perfumania.com

Shop 24 hours a day7 days a week

365 days a yearGreat Low Prices

Convenient shopping from your home. Safe, Secure transactions

Free ground shipping in the Continental U.S. Satisfaction Guaranteed

349. "As they hit the back end of their life cycle, baby boomers seek more personalizedfunerals, including different kinds of funeral services, different kinds of music, and

different kinds of caskets--caskets that make a statement. Batesville Casket Company

350. What do you get when you cross a premier investment bank with the speed of theInternet? A distinct edge.

DLJ direct

351. "Had Levi's focused on giving customers what they want--an easy, enjoyableexperience buying jeans--the site would have made the revenue needed to keep

the site afloat. A bad customer experience caused Levis.com to fail." Mark Hurst, Founder/President, Creative Good

352. Thanks to all our salespeople.Especially those of you not on the payroll.

That's why we would like to sincerely thank all the people who bought a Lexus in the past ten years, and then encouraged others to do the same. While you may not be on the payroll, we do owe you a debt of gratitude. Thank you. Lexus Advertisement

353. Web users are no longer satisfied with sheer quantity of information. They wantQuality.

looksmart.com

354. Better to shoot yourself in the foot, than have a competitor shoot you in the head. Toyota Motor Sales USA Inc. slogan

355. "Every public company tells shareholders how it's doing every quarter. But fewcompanies have a set of metrics that measure the customer experience month to

month, quarter to quarter." Paul Bell, Senior VP, Dell Computer


http://www.perfumania.com/

356. virtually every lipstickvirtually every fragrance

virtually every eye shadow virtually every nail color virtually every beauty gift virtually every beauty treatment virtually www.sephora.com

357. The customer is always dead. Batesville Casket Company

358. She's thrilled to be answering 95% of customers' e-mails within 3 days.(Doesn't know that within hours most went straight to her competitor's site.)

Genesys Advertisement

359. You want a custom-configured network solution completed, tested and shipped today?DONE.

www.cdw.com

360. "We no longer set about finding consumers for a mass-produced product. Now, weuse an intimate knowledge of our consumer to find products for him or her."

Dirk De Vos, Levi Strauss

361. 24/7…25/8…

whatever it takes

ESG Advertisement

362. Products Mean SomethingVisitors are invited to type in their own Coca-Cola stories using computers located

outside the theater. In the first three weeks, 1,800 people recorded their stories. Quote from Fast Company, January/February 2000

363. Now you can never be too rich, too thin, or have a web site that's too popular. Resonate Advertisement

364. The Ritz-Carlton CredoThe Ritz-Carlton Hotel is a place where the genuine care and comfort of our

guests is our highest mission.

We pledge to provide the finest personal service and facilities for our guests, who will always enjoy a warm, relaxed yet refined ambience.

The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.


http://www.cdw.com/

http://www.sephora.com/

365. Man has visited the moon 6 times in 30 years.Sound like your Web site?

MyEvents.com

366. One of the most compelling forms of service is self-service. That's why Dellhosts a bulletin board where die-hard customers answer questions for other

customers at the rate of 400 to 500 per day. The Dell site also features a massive database of FAQs and other documentation, along with a natural- language search engine (called "Ask Dudley") that handles 50,000 inquiries per week. Net Company, Fall 1999

367. The quickest response time wins. Ernst & Young Advertisement in Industry Standard

368. Try British AirwaysAnd we guarantee

You'll fly with us again. Give us your opinion and we'll give you Two free tickets to the world. British Airways Advertisement

369. When you use an American Express Card to purchase online, you will not beheld responsible for any unauthorized charges. GUARANTEED.

AmericanExpress.com

370. John Wanamaker said half the moneyhe spent on advertising was wasted.

he just didn't know which half. Avenue A Internet Media Advertisement

371. A market never bought anything…people do.

372. "One discovery by Xerox shattered conventional wisdom: its totally satisfiedcustomers were six times more likely to repurchase Xerox products over the next

18 months than its satisfied customers…The only truly loyal customers are totally satisfied customers." Jones and Sasser-Harvard Business Review, Nov-Dec 1995

373. In an information economy, nothing is more essential--or move valuable--to acompany than real-time information.

Fast Company, 1999

374. "Companies that place customer information at the heart of their business andmake that information available to all employees are ones who have excelledin their industries."


The Patricia Seybold Group375.

: logged on to RealEstate.com: 27 seconds

: searched for the perfect home: 12 minutes

: applied for the lowest rate mortgage: 7 minutes

: waiting for movers to arrive: 5 hours, 17 minutes and counting

RealEstate.com The easiest part of getting a home.

375. The power to personalize your brokerage experience to fit your goals, your life,your unique way of doing things.

Fidelity Investments Advertisement

377. Starbucks' Organization Chart

OUR CUSTOMERS

_________ALL OF US

378. "IKEA's concept is articulated in a document drafted by Kamprad in 1976:a furniture dealer's testament. It outlines a set of nine commandments--including

a perpetuation of the 'IKEA spirit' of enthusiasm, thrift, responsibility, humbleness, and simplicity; and 'always asking why we are doing this or that…refusing to accept a pattern simply because it is well established." Ingvar Kamprad, IKEA

379. "The right frame of mind is that your customers are loyal to you, right up untilthe moment somebody else offers them better service."

Jeff Bezos, Amazon.com

380. It's amazing what can happen when you listen to your customers. FM Global Advertisement

381. "Remember: It's not how satisfied you keep your customers, it's how manysatisfied customers you keep!"

F. Reichheld, Customer Service Management, March/April 1999


382. "Building a great company on the Web isn't about 'aggregating eyeballs,' 'increasingstickiness,' or embracing any of the other slogans that masquerade as strategy. It's

about rethinking the most basic relationship in business: the one between you and your customers. How well do you meet their needs? How smoothly do you solve their problems? How quickly do you anticipate what they'll want next? The real promise of the Web is a once-and-for-all transfer of power: Consumers and business customers will get what they want--when and how they want it, and even at the price they want. The customer experience is the next competitive battleground." Jerry Gregoire, Dell Computer

382. If I build it, they will come…Right?Building a successful online community for customers, partners or employees

takes expertise and experience, not just technology. Participate.com

383. "Car designers need to create a story, every car provides an opportunity tocreate an adventure."

Freeman Thomas, Dahmler Chrysler

384. THIS IS YOUR WAKE UP CALL.It's 2 a.m. While your company is closed for business,

Your competition is busy taking orders over the Internet. Gartner Group Advertisement

385. Forget faster or cheaper. The Web challenges you to rethink the most basicrelationship in business: the one between you and your customers. How well

do you meet their needs and solve their problems? The Web requires you to make bold promises--and to deliver. Net Company, Fall 1999

386. Week 12 / "We've finally got our Website up and running."

That little voice / "How's anyone going to find it?"

Microsoft Advertisement

387. Twenty million holiday shoppers want in your store.Here are the computer keys.

Qwest Advertisement

388. MISSION e-business. Lots of customers. Lots of partners. Room for error? Zilch.

388. Shortly after the Four Seasons Hotel in Chicago opened in 1989, Nancy Reagan


attended a fund-raising dinner there for a local hospital. Before the function there was to be a small gathering of the 20 largest donors with her and the former President. Hans Willimann, the hotel's manager, was awaiting their arrival, and looked around the room and saw that every man was in a tuxedo except for himself and one other man. And that other man was very unhappy. "I took him to see our maitre d'hotel and said 'This man needs a tuxedo.' The maitre d'hotel was unflappable. With the Reagan entourage bearing down on the hotel, he disappeared; moments later, he returned with a tuxedo--the one off his own back, freshly pressed. He put it on the man. It was a little too big, so we had the pants tightened by the hotel seamstress. The man went to the party and enjoyed himself. The next day we got a letter from him that began, 'You don't know who I am, but…' The grateful guest turned out to be Fred Steingraber, CEO of A. T. Kearney. Since that evening, Steingraber has shown his gratitude by steering a good deal of business to the Four Seasons Hotel in Chicago." 391. The most exciting thing to ever happen to Home Equity Loans just fell

into your lap. WellsFargo.com (on the laptop)

392. "It's strange, really. You almost never buy furniture for an 'unhappy' reason.You buy furniture because you have a new child, or you've bought a house, or

you've landed a new job. And yet customers almost never have anything but horror stories about the experience." Andrew Brooks

393. Each campaign should provide at least one moment of pure exhilaration. Excite@Home

394. "Just as US car makers are getting their quality up to par, the Japanese are redefining and expanding the term. The new concept is called Miryokuteki-Hinshitsu--

making cars that are more reliable, that fascinate, bewitch, and delight." Business Week

395. Now the letter 'e' isn't the scariest in the alphabet. XPEDIA Advertisement in Wall Street Journal 1999

396. Can you know too much about the company you're banking on to handle yourmission-critical Internet operations?

We don't think so. Because the more you know, the more you'll understand why 38% of the top Internet sites work with us. We're on a mission. Yours.

Exodus Advertisement

397. The sole purpose of MARKETING is to get MORE PEOPLE TO BUY more of


mailto:Excite@Home

Your product, MORE OFTEN, for MORE MONEY. Fast Company, September 1999

398. "If anything, e-commerce will cause mom-and-pop-like businesses to proliferate.E-commerce redefines the neighborhood, the community, and the customer

relationship. Instead of creating limits, it creates access to opportunities." "Mark," Decatur, Illinois, Fast Company, September 1999

399. Industry "experts" have dismissed Linux as too complex and geeky for thegeneral public. Then again, isn't that what they said about the Internet?

Salon.com Advertisement

400. Your satisfaction is not only our guarantee, it's why we're here. To be perfectlyclear, we insist you're delighted with your purchase. If for any reason, a selection

doesn't meet your expectations, we stand ready with a full refund or exchange. Restoration Hardware Customer Service Guarantee

401. Financial Advice.

Anytime.

Anywhere.

Americanexpress.com

402. Loyal Customers are like your hairline. You've got less than you think. And you'relosing more each day.

Netcentives Advertisement

403. THE WORLD'S SHORTEST SALES COURSE #1. Know their business.

#2. Know your stuff.

404. “You’re not engineering a web site. You’re engineering a user experience.” Mohanbir Sawhney, Kellogg Graduate School of Management

405. “It’s simple: sell to people who want your product; ignore those who don’t.”Guy Kawasaki, garage.com

406. “The one thing I’ve learned from my experience is that no matter what you sell, you’ve got to sell satisfaction.”

Stanley Marcus, Neiman Marcus

407. “One of the secrets of selling is knowing how to stage a great show.”Carl Sewell, Sewell Motor Co.


408. “You have to start with knowledge of your consumers. In our case, we are the consumers: we live the same life.”

Daymond John, Fubu

408. E-Gad! Here we are, only a few short years into this new-economy thing, and already we’ve run the poor letter “e” into the ground. Email, a simple enough application in the beginning, has been e-viscerated by the e-mergence of e-commerce, which is part of e-business, conducted by e-companies that have e-strategies. This e-nables them to compete in the e-revolution that is going on in the e-world. The composite e-ffect is e-nough to turn e-veryone into Sesame Street’s Oscar the Grouch and announce that “The next e-leven years of the new e-conomy will be brought to you by the letter ‘e’.” E-nough!

Alan Webber, Fast Company, February 2001

409. A box without service is a box.Hewelett Packard advertisement

410. TAKE THIS JOB AND LOVE IT. When employees are happy, it shows.Principal Financial Group advertisement

411. What’s the best way for customers to reach you? Any way they want.Avaya Communications advertisement

412. “Higher education IS THE ONLY BUSINESS THAT HAS A CEREMONY for firing its customers.”

Elliott Masie, The Masie Center

413. “…when was the last time you went to the store to buy old meat, rotten produce, dried out deli meat or bakery products, or outdated dairy items?”

Bruce Peterson, VP and General Merchandise Manager, Walmart

414. Guarantee Your satisfaction is not only our guarantee, it's why we're here. To be perfectly clear, we insist you're delighted with your purchase. If for any reason, a selection doesn't meet your expectations, we stand ready with a full refund or exchange.

Restoration Hardware, www.restorationhardware.com

415. Why did many online furniture retailers fail? “They were not run by people who have a passion for home furnishings. They were run by people who thought that they could build companies really fast and make a lot of money.”

Mitchell Gold

416.


http://www.restorationhardware.com/

416. If we’re going to spend the next 20 years putting little vowels in front of all of the words that describe the new economy, it’s going to be a long 20 years.

Alan Webber, Fast Company, February 2001

417. Your Internet business will survive given fundamental business skills and 1 billion dollars of start up money….maybe!


418. “An automobile is just a Java browser with tires.”Scott McNealy, InfoWorld, August 10, 1999

419. “….brands tell a story and convey a set of values right from the beginning? If you get the story right, people will connect with it.

Kirk MacGibbon

420. “What drives these people is not a desire for power but a desire to have a positive influence on their workplace.”

Darwin Sanoy

421. “Either you think – or else others have to think for you and take power from you, pervert and discipline your natural tastes, civilize and sterilize you.”

F. Scott Fitzgerald

422. Dot-coms are “dot-toast.”IBM CEO Louis Gerstner

423. We are just kids on the Internet; we’re only seven years old.”Jeff Mallett

424. ARE YOU AN EBUSINESS – OR AREN’T YOU? HOW DO YOU KNOW?www.forrester.com

425. Know them. Reach them. Keep them.www.iLux.com/keep

426. Stop Internet Dotcomatosiswww.portalb.com

427. Wap**to go laptopless


http://www.portalb.com/

http://www.iLux.com/keep

http://www.forrester.com/

www.ericsson.com

428. Success comes from anticipating your customers’ needs before they do.www.peoplesoft.com

429.LANGUAGE YOU CAN UNDERSTAND.

UNBIASED GUIDANCE.

IT’S HARD TO BELIEVE WE’RE ACTUALLY

TALKING ABOUT INSURANCE.

Insurance.com

429. XUMA KICKS ASPXUMA advertisement

430. What would your customer service manager do with your Web site if he could?www.eprise.com

431. “Who ever reads this stuff? U trust us with your details. We trust u with our service. It’s all a leap of faith.

blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah blah ……

we will trust and respect each other we will b here as long as the universe wants us u will tell all your friends about us

….yadda yadda yadda yadda yadda yadda yadda yadda yadda yadda yadda yadda yadda yadda yadda yadda yadda yadda

From the Terms and Conditions of Service Web page of South Africancellular network operator MTN (www.mtnsms.com/registration/tac.asp)

432. Your flair for finding the best deals is uncanny.Again and again , you emerge victorious.Is it just good luck, or do you know something?140,000 stores, 30,000 brands.Find out what’s on sale at stores near you.

Shoppinglist.com

433. “While bouncing balls and plastic Frisbees may be effective in achieving short-term awareness of a site … there is not a better marketing tool out there than satisfying the customer.”

The Industry Standard, August 21, 200, pg. 29434. Our business model: We succeed when you succeed.

Engage advertisement


http://www.mtnsms.com/registration/tac.asp

http://www.eprise.com/

http://www.peoplesoft.com/

http://www.ericsson.com/

435. Retailers differ by product, not by clicks or bricks.

Creating value is derived from customer motivations, and those will vary by customer and product, but not “e-” or “re-“

Gary L. Moreau

436. Your customers won’t always tell you what they want. But we can.Verbind advertisement

437. Don’t just compete. Conquer.Calico advertisement

438.YOU’LL FIND MUCH AT OUR RESORTS

EXCEPT, PERHAPS, THE WORDSTO DESCRIBE THEM.

Four Seasons advertisement

439. “Most of what you and I do in the day-to-day business world is total bullshit!”Thomas J. Peters

440. I’ll never have to hear “I’ll get back to you” again.Siebel advertisement

441.HERE’S WHAT YOU’RE GOING TO DO.

MEET WITH YOUR TEAM DISCUSS A BIG PROJECT HOLD A STRATEGY SESSION MAKE A SALES PRESENTATION CONDUCT A FOCUS GROUP TRAIN A NEW USER IMPRESS YOUR TOUGHEST CLIENT

HERE’S HOW YOU’RE GOING TO DO IT.www.CentraNow.com

441. Marketing so personal you get immediate reactions. 1:1 marketing made easyMarket first advertisement

442. You’ve been waiting for someone to act like a partner, not a vendor.You’ve been waiting for an Internet that lives up to its potential.You’ve been waiting for an e-business approach that’s complete and fully integrated.


http://www.CentraNow.com/

You’ve been waiting for someone to help reducte time to market.You’ve been waiting for a way to simplify e-business infrastructure.You’ve been waiting for someone to make your life easier.You’ve been waiting for a partner that solves your problems rather than pushes their products.You’ve been waiting for someone who won’t disappear once they install.You’ve been waiting for solutions that won’t become obsolete the second your company grows.

The wait is over. Genuity is here.www.genuity.com Genuity advertisement

443. SO you find this house. Victorian. Mammoth kitchen. You want it.You go to your bank. The mortgage guy looks at your paperwork. Whoops.You’re missing a statement. Month of March. Oh. But I do my checking here, you say.Can’t you just pull it up? He can’t. First floor, he says. You go there.The teller shakes her head. We need a written request. By mail.But it’s simple, you say. I just need March.I’m with the mortgage guy now.DIFFERENT DIVISION, SHE SAYS.BUT AREN’T YOU THE SAME BANK? “YES AND NO.”SHE SMILES. THEN YOU SMILE BACK.AND MAKE A REALLY, REALLY big WITHDRAWAL.

Ibm.com/e-business/now

444. Why make returning as simple as buying? So your customers come back to buy again.United States Postal Service advertisement

445.THE NEW RULES OF ENGAGEMENT

If you build an end-to-endacquisition and retentionsolution, consumers will

come to your site. But withcustomer-acquisition costs soaring

and your competitors workingaround the clock,

YOU DON’T HAVE TIME.MyPoints advertisement

446.TAKING IT LIVE IS THE GOAL.

TAKING IT PUBLIC IS THE DREAM.


http://www.genuity.com/

TAKING IT TO YOUR CUSTOMERS FIRST IS THE KEY.Insight express advertisement www.insightexpress.com


Documents

PROFESSIONAL GRAFFITI - Career Account Web …web.ics.purdue.edu/~xdj1/Customer Graffiti1.doc · Web viewThe original script included this dramatization showing how to handle customers’