Customer experience is at the heart of every successful business. It's not just about selling products or services; it's about creating memorable, positive interactions that keep guests returning for more.
To inspire and remind you of the importance of delivering exceptional guest experiences, we've curated 15 of the best customer experience quotes from industry leaders, entrepreneurs, and great thinkers. Some even came from our 50 Lessons from Industry Experts eBook, where we compiled the top lessons we learned from industry experts we interviewed on our podcast, the Guest Experience Show.
We hope these engaging quotes serve as a source of motivation and guidance as you strive to provide outstanding customer service and collect some happy guest testimonials of your own!
Best customer experience quotes
1. “You are only as successful as the customer is satisfied.” — Luke Schueler, Co-founder of Flying Squirrel Sports
“The success of the business is through the customer’s eyes. You are only as successful as the customer is satisfied. Satisfaction from their point of view is really what our goal as a company is to provide from the beginning. That’s the mindset that we want to set. From their point of view, it’s what they want, what they need, what they desire, and what they will pay for.”
2. “Be impeccable with your word.” — Jennifer Thomas-Sassone, CEO of Fort Lauderdale Marshmallow Co.
“If you say you’re going to do it, do it. Managing the guest experience is based on setting expectations and then delivering on them. The core components of the experience must be predictable, such as the venue being open at the time advertised, pricing that matches your website, and the experiences driving guests to your venue being available.”
3. “Serve with empathy.” — Jessi O’Daniel, General Manager of Typhoon Texas Waterpark
“Be human. Ask what you would want out of this situation, what you would expect if it happened to you, and how you think it should be handled. Mistakes are going to happen, and it’s okay. Being okay with that is essential.”
4. “Great experiences don’t happen by accident.” — Jen Rice, General Manager of Whoa Zone
“Guest service is a culture, not an act. It’s more than doing something nice for someone or creating a “wow” moment; it’s the culture in which your team and your park operate that drives the guest experience and that service.”
5. “Teamwork, respect, and enthusiasm are the three keys to an excellent experience.” — Daine Appleberry, Senior Vice President, Operations at Audubon Zoo & Park
“Provide an extraordinary guest experience through teamwork, respect, and enthusiasm. By aligning your leadership with these three pillars, you can build an operation where employees support each other, leaders support the employees who report to them, and never lose sight that delivering a superior experience is fulfilling and exciting.”
6. “Would you visit you?” — Clint Novak, General Manager of Fun Land
“Give the guest experience as if you were the guest.” Consider how you would like your visit to go if you were a guest at your venue. If it doesn’t meet your own standards as a guest, it’s time to make the enhancements that make you proud.
7. “Smile, be kind, and treat others like you’d like to be treated.” — Jennifer Berthiaume, Vice President at Lion Country Safari
The golden rule applies in life and customer service and is very effective.
8. "The more you engage with customers, the clearer things become, and the easier it is to determine what you should be doing." – John Russell, President Harley Davidson
Effective communication and engagement with guests are pivotal for shaping business strategies. This process offers a deep understanding of guest preferences and needs, fostering loyalty and trust.
By actively listening to and responding to feedback, businesses can continuously improve their offerings, stay competitive, and adapt to evolving market trends. This data-driven approach enhances customer satisfaction, mitigates risks, and informs marketing strategies. Ultimately, it ensures long-term sustainability by aligning the business with its customer base's changing needs and expectations.
9. "Customer experience is the new marketing." – Steve Cannon, President & CEO of Mercedes-Benz USA
In today's digital age, how you treat your guests often carries more weight than any marketing campaign. Effective guest interactions, informed by genuine communication and engagement, can shape your brand's image, foster loyalty, and drive guest satisfaction.
While marketing campaigns are essential for creating awareness, the personalized and caring approach to guest relations truly resonates with a tech-savvy and discerning audience. In this era, where word-of-mouth travels fast through online reviews and social media, the quality of guest experiences can be your most influential marketing tool.
10. "Your most unhappy customers are your greatest source of learning." – Bill Gates, Co-founder of Microsoft
Everyone has heard this one, and it’s very accurate. The first reaction to negative feedback is usually resistance, and that’s understandable. After all, you and your team work hard to perfect the guest experience, so it can hurt when someone has something bad to say about it. That’s okay, but once you have felt the initial shock, think about why your guests felt the way they did.
Ask them for more information and troubleshoot. What exactly happened when they attended your venue? What caused their feelings of discontent? Listen and see if there’s any truth in what they are saying. And if there is, act on it and make the required improvements. Generally, people aren’t mean for the sake of being mean; something has usually caused this reaction in them. So, get curious and use negative feedback as an opportunity to grow.
11. “Love your customers more than you love your product.” – Jesse Cole, CEO of The Savannah Bananas
Your guests hold a significance that surpasses the products or services you offer. Their satisfaction and engagement are at the core of your business's success. While your offerings are undoubtedly important, the relationships you cultivate with your guests, the exceptional experiences you provide, and the way you respond to their needs and feedback truly define your brand's value.
Recognizing that the guest experience is paramount underscores the importance of putting their well-being and contentment at the forefront of your business priorities, as it is through their positive experiences that your products or services find their true worth and resonance.
12. "The customer's perception is your reality." – Kate Zabriskie, Author
How your guests perceive your brand and the quality of your services is the bedrock of your success. It goes beyond what you sell – it encompasses the trust and reputation you build. Guest perception shapes your image and influences your market position and long-term sustainability.
In a competitive landscape, understanding that your brand's perception is intimately tied to guest experiences underscores the importance of consistently delivering on your promises, meeting expectations, and going the extra mile to ensure positive impressions. This customer-centric approach is central to achieving enduring success and maintaining a solid market presence.
13. "Do what you do so well that they will want to see it again and bring their friends." – Walt Disney, Animator, Film Producer & Entrepreneur
Exceeding guest expectations is a strategy that yields dual benefits for businesses. Not only does it guarantee the loyalty of existing guests and repeat business, but it also acts as a potent catalyst for attracting new guests through the powerful influence of referrals.
When guests are delighted by the quality of service or products that go beyond what they anticipated, they become advocates, eagerly sharing their positive experiences with others. These word-of-mouth recommendations can be even more persuasive than traditional marketing efforts, creating a ripple effect that extends the reach of your business and contributes to sustainable growth.
14. "The key is to set realistic customer expectations and then not just to meet them, but to exceed them." – Sam Walton, Founder of Walmart
Elevating customer service by consistently exceeding expectations is the cornerstone of exceptional customer care. It means meeting and surpassing guests’ expectations, leaving them satisfied and genuinely impressed. This dedication to going the extra mile shows a commitment to their well-being, fostering trust and loyalty.
Exceptional customer service extends beyond fulfilling immediate needs; it involves actively anticipating and addressing unexpressed desires, ensuring that each interaction is positive and memorable. Such a customer-centric approach can transform a business's reputation, as it conveys a deep commitment to providing the best possible experience, ultimately resulting in satisfied and loyal guests.
15. "Customer service is just a day in, day out ongoing, never-ending, unremitting, persevering, compassionate, type of activity." – Leon Gorman, Former CEO L.L. Bean
Customer service is not a one-time endeavor but a perpetual commitment. It involves an ongoing dedication to meeting and exceeding guest expectations, creating positive interactions at every touchpoint. This continuous effort is rooted in the understanding that guest satisfaction isn't static; it evolves with changing needs and preferences.
Businesses can build lasting relationships and foster guest loyalty by consistently offering support, addressing concerns, and actively seeking ways to enhance the guest experience. Such an enduring commitment to customer service is the hallmark of successful organizations, as it acknowledges that the journey of satisfying and thrilling guests is unceasing and vital for long-term success and growth.
5 ways to apply these quotes
1. Implement technology and venue management systems that help enhance the guest experience
Invest in tools that enhance, rather than replace, the human touch. Technology can be used to streamline your venue's processes (think booking and buying tickets, processing payments, and signing waivers) to enhance the overall guest experience.
ROLLER is the modern venue management solution made for growing attractions. Our platform is designed to remove obstacles in the guest experience at every touchpoint. We accomplish this with features such as progressive checkouts, a conversions-focused online checkout enhancement that provides engaging, exciting, and stimulating online experiences for guests using your website. It actively encourages spending by providing a seamless and enjoyable user experience.
We believe that when you give your guests the smooth and pleasant guest experiences they want, they will keep doing business with you.
2. Leverage guest feedback
Implement guest feedback systems, like ROLLER’s Guest Experience Score, to help you gather rich guest insights.
Using the right systems to help you gather this feedback makes all the difference in the quality of feedback you collect. For example, ROLLER’s Guest Experience Score sends guests surveys at optimal times such that the chances of survey completion are higher and the feedback is more thorough.
You can then use this feedback to identify areas for improvement and make necessary changes or upgrades.
3. Prioritize active listening
Train your employees to actively listen to guest feedback, both positive and negative.
Guests appreciate when they feel heard and understood. Encourage frontline staff to empathize with guests and address their concerns promptly. Active listening demonstrates empathy, showing customers that their concerns are valid and important. This can be the difference between losing a guest forever or turning a guest with a complaint into a future advocate!
4. Invest in team member training
Provide comprehensive training to ensure all team members (both new and tenured!) understand the importance of exceptional customer service. Emphasize the role each team member plays in creating a positive guest experience.
While there is a time investment required in staff training, the long-term benefits in terms of guest satisfaction, team member performance, and operational efficiency significantly outweigh these costs.
5. Set clear expectations for guests
Communicate realistic expectations to guests regarding products, services, and delivery times.
Overdeliver when possible to exceed guest expectations.
By incorporating these practical strategies into your business operations, you can apply the wisdom from the customer experience quotes to create a customer-centric environment that consistently boosts guest satisfaction and loyalty. Remember, it's an ongoing effort that requires commitment from all levels of your organization.
Elevate your CX
These customer experience quotes encapsulate what it takes to provide outstanding customer service.
Whether you're a business owner, manager, or employee, these words of wisdom remind you that focusing on your guests and consistently exceeding their expectations is the surest path to success.
Incorporate these principles into your business ethos, and you'll be well on your way to creating a loyal customer base and a thriving enterprise.
Contact us to learn more about how technology is vital to enhancing the guest experience at the modern attraction venue.
Read this next: Customer Experience Analytics: What is it & Best Practices