-Satisfied customer is the best source of advertisement. -Nothing consoles and comforts like certainty does. -If you don't appreciate your customers, someone else will. -A customer talking about their experience with you is worth ten times that which you write or say about yourself."Let's take most of the money we would've spent on paid advertising and paid marketing and instead of spending it on that, invest it in the customer experience/customer service and then let our customers do the marketing for us through word of mouth." "It comes down to how your customer experiences the brand – and how that brand makes a person feel." "There's a certain way of creating a service, hospitality, and experience that perpetuates people feeling like they matter." "Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves." "Repeat business or behavior can be bribed. Loyalty has to be earned." "I believe customer service doesn't cost -- it pays. Just like advertising earns money by bringing people in, customer service pays by bringing people back." "The basic of business is to stay as close as possible from your customers, understand their behavior, their preferences, their purchasing patterns, etc." "Your focus should include creating communities outside of your site for people to connect with you, your products, and others within the community. Ultimately, this ‘outside' focus will drive people back to your site." "None can destroy iron, but its own rust can. Likewise, none can destroy a person, but his own mindset can. "