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.
Jeffrey GitomerRead
Similar quotes
Too often, executive compensation in the U.S. is ridiculously out of line with performance. That won't change, moreover, because the deck is stacked against investors when it comes to the CEO's pay. The upshot is that a mediocre-or-worse CEO - aided by his handpicked VP of human relations and a consultant from the ever-accommodating firm of Ratchet, Ratchet and Bingo - all too often receives gobs of money from an ill-designed compensation arrangement.
Warren BuffettRead
No enterprise can exist for itself alone. It ministers to some great need, it performs some great service, not for itself, but for others; or failing therein, it ceases to be profitable and ceases to exist.
Calvin CoolidgeRead
Managing a business, small or large, today requires an extremely disciplined, thoughtful approach with regard to the pressure that people are under.
Howard SchultzRead
All business proceeds on beliefs, or judgments of probabilities, and not on certainties.
Charles William EliotRead
In the vast majority of businesses, there is simply no such thing as βthe best.β
Michael PorterRead
A well-run restaurant is like a winning baseball team. It makes the most of every crew member's talent and takes advantage of every split-second opportunity to speed up service.
David OgilvyRead