Customer satisfaction is worthless. Customer loyalty is priceless.
Jeffrey GitomerRead
If you own the problem, you own the customer. If you lose the problem, you lose the customer. It's that simple.
Interpretation
What this quote means
Taking responsibility for issues leads to customer loyalty.
This quote emphasizes the importance of accountability in business relationships. By owning up to problems and addressing them directly, a business can foster trust and loyalty from its customers, whereas neglecting issues may drive customers away, highlighting the direct connection between problem resolution and customer retention.
Themes
Customer ServiceAccountabilityLoyaltyResponsibilityBusiness
In practice
Example use cases
In a team meeting about customer feedback, you could say, 'As Jeffrey Gitomer said, if you own the problem, you own the customer.'
More from Jeffrey Gitomer
All quotes βEvery single person in every single company is either in sales or affects sales. Every single person in every single company is either in service or affects service.
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