10 Customer Experience Management Quotes from Power Influencers

Business leaders are catching on to the importance of customer experience management (CXM); in fact, 91% of organizations surveyed said they aspire to be among the customer experience leaders in their industry. At the same time, many seem stuck in the aspirational phase – only 37% have started any kind of formal CXM initiative.

And the truth is, we get it. Committing to building and executing a comprehensive customer experience management strategy is an enormous undertaking for large enterprise organizations. It requires dismantling organizational silos that tend to run deep, training existing staff, hiring new staff, and implementing a holistic technology infrastructure to manage brand interactions with customers.

But business and marketing experts across the board agree: customer experience management is the future of business.

We decided to put together a list of our favorite customer experience management quotes and slogans – the ones that inspire us to think differently about marketing and building lifelong relationships with customers.

These customer experience management quotes come from the thought leaders and visionaries who eat, drink, and sleep CXM. We hope you learn as much from them as we have… and internalize their words!

"We cannot promote our brands as responsive, caring, and customer-focused while ignoring too many of our customers' needs and complains in social media."

Augie Ray

"91% of organizations said they aspire to be among the customer experience leaders in their industry... yet only 37% had started any kind of formal CXM initiative."

Tim Walters

"The approach to creating raving customer fans needs to be two pronged: a combination of hiring and redirecting the existing workforce."

Barry Dalton

"CXM = The art and science of coaxing lifetime loyalty from daily transactions."

Steve Curtin

"Customers who love you will market for you more powerfully than you can possibly market yourself."

Jeanne Bliss

"The tides of change have been working, and customers have realized they control the brand, no the company."

Frank Eliason

"Customers can punish or praise companies within seconds from the palms of their hands."

Jay Baer

"The rules of customer experience management haven't changed all that much. You still need to be proactive, preventative, and personal."

John Goodman

"Customer experience isn't an expense. Managing customer experience bolsters your brand."

Stan Phelps

"The tables have turned. Today's consumers are more empowered than ever before."

Robert Rose

What about you? What are your favorite quotes about customer experience management? Don’t forget to grab your favorite quote from above and share it on X, formerly Twitter!

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