“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

“In business, the idea of measuring what you are doing, picking the measurements that count like customer satisfaction and performance… you thrive on that.” – Bill Gates

“No one knows the cost of a defective product – don’t tell me you do. You know the cost of replacing it, but not the cost of a dissatisfied customer.” – W. Edwards Deming

Americans who would try a new brand or company for a better service experience

Americans who agree that smaller companies place a greater emphasis on customer service than large businesses.

of customers have hung up the phone out of frustration they could not talk to a real person

of customers believe it takes too long to reach a live agent