Customers these days expect a lot out of companies, and with thousands of company reviews available with the click of a button, who can blame them? 

There is more information about brands than ever before, empowering customers to make informed decisions before purchasing. The availability of information and fierce competition among brands make the customer experience a vital component of brand strategy. 

Market research shines a light on customer experience and helps brands to gain insight into how their target market thinks and behaves. At its core, market research is a scientific process that shows business decision-makers how to conduct their business and what decisions they should make to boost the customer experience. 

Here are 5 quotes to remind you how important the customer experience is

#1: Steve Jobs

“You’ve got to start with the customer experience and work back toward the technology, not the other way around.”

Steve Jobs, Founder of Apple

This quote is a poignant reminder to think of the customer experience before you debut a new product, create a new interface, or offer a new service. By reverse-engineering your operations to start with the customer experience first, you can ensure that you’re focusing on the right features, improvements, or processes. 

#2: Jeff Bezos

“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”

Jeff Bezos, Founder and CEO of Amazon

Your customers are why your business exists in the first place, so why not put on your party hat and wow them! With this customer experience quote, Bezos perfectly describes the art of customer experience as a party where customers are guests and business leaders are hosts. The responsibility of the host is to ensure the guests are happy at all times. 

#3: Bill Gates

“Your most unhappy customers are your greatest source of learning.”

Bill Gates, Founder of Microsoft

Sometimes our unhappiest customers can teach us the most about how to improve customer experience. While business leaders tend to shy away from disgruntled customer feedback, it provides a learning opportunity like no other. 

#4: Sam Walton

“There is only one boss. The customer.”

Sam Walton, CEO of Walmart

Your business will cease to exist without your customers, so it pays to invest in market research and customer experience improvements. This customer experience quote from the head of Walmart says it best: your customer is the boss.  

#5: Danielle McClune

“Now more than ever, designers have become spirit guides in the tech world, affecting change with their best unicorn skill: empathy.”

Danielle McClune, Writer at Microsoft

Customer experience quotes, like this one from Danielle McClune, remind us that customer experience is really just human experience. The ability to empathize with the customer is a highly valuable skill that has historically gone overlooked. Empathy is the key ingredient for developing customer experiences (digital or otherwise) that inspire action and fuel customer loyalty.

While these customer experience quotes don’t delve into the process of capturing customer feedback, they do offer a glimpse into how much large corporations value customer experience.

To learn how businesses are remapping the customer journey for a post-COVID world, check out this webinar recording with Fuel Cycle’s Customer Success Manager, Johnny Anderson!