What Customers Like About You

"If customers like your company there is a higher probability that they will buy from you than if they do not."

"To add emotional value, employees need to draw on their personal reserves of motivation to create the necessary integrity and creativity for customers to connect with them emotionally."

"To improve the way we deal with customers there is a continuing challenge to develop and heighten our awareness of customers' needs."

"Emotional connectivity is all about sensing the dynamically changing goals of customers."

"Everything a company says and does is a reflection of its internal value system."

"Creative initiatives add emotional value not only for the customers but also for the employees, most of whom abhor the boredom of routine and get a real buzz from doing something unusual to please customers."

"Developing a feel for customers means developing a heightened sensitivity to their broad spectrum of needs."

"Each customer is different and it is impossible to predict which potential perception points will influence their decision."

"Measurement has become an obsession."

"Customers will like you when you like the organization you are working for."

"Likeable leaders want to do their best for their people and they want their people to feel good working for them."

"Eliminate the heart from this process and you will only select two-dimensional candidates who will have no feel for customers."

"There is no simple technique for pleasing customers. And there is no one-, two- or three-day customer service training course that will give you all the answers."

"When an employee complains about a difficult customer, what they are really saying is: 'I personally have a difficulty with handling this type of customer.'"

"The best form of research, albeit expensive, is based on face-to-face interviews with random samples of customers."