Af en toe kan je als retail-professional wel even een momentje van inspiratie gebruiken. Naast alle tips die je vindt op de Inspiratieblog van Kooplust, wil ik vandaag 55 doorgewinterde experts aan het woord laten met een aantal quotes die je vast en zeker aan het denken zetten!
- “A store has got to be much more than a place to acquire merchandise. It’s got to help people enrich their lives. If the store just fulfils a specific product need, it’s not creating new types of value for the consumer. It’s transacting. Any website can do that.” Ron Johnson, CEO JC Penney (en voormalig hoofd Retail bij Apple)
- “You’re only as good as the people you hire.” Ray Kroc, oprichter McDonald’s
- “The most dangerous poison is the feeling of achievement. The antidote is to every evening think what can be done better tomorrow.” Ingvar Kamprad, oprichter IKEA
- “The only thing worse than starting something and failing… is not starting something.” Seth Godin, auteur
- “What do you need to start a business? Three simple things: know your product better than anyone. Know your customer, and have a burning desire to succeed.” Dave Thomas, oprichter Wendy’s
- “Whether you think you can, or think you can’t – you’re right.” Henry Ford, oprichter Ford
- “The way to get started is to quit talking and begin doing.” Walt Disney, oprichter Disney
- “Always deliver more than expected.” Larry Page, medeoprichter Google
- “Your most unhappy customers are your greatest source of learning.” Bill Gates, medeoprichter Microsoft
“In the factory we make cosmetics, in the store we sell hope” – Charles Revson
- “Hire character. Train skill.” Peter Schutz, ex-CEO Porsche
- “A man without a smiling face must not open a shop.” Oud Chinees spreekwoord
- “The greatest barrier to success is the fear of failure.” Sven Goran Eriksson, voetbalcoach
- “The problem is never how to get new, innovative thoughts into your mind, but how to get old ones out.” Dee Hock, oprichter Visa
- “I cannot give you the formula for success, but I can give you the formula for failure, which is: try to please everybody.” Herbert B. Swope, journalist
- “That which is measured improves.” Karl Pearson, wiskundige
- “The customer is a rear-view mirror, not a guide to the future.” George Colony, Forrester Research
- “The best 20 minutes of your child’s day” Disney stores
- “My company is an extension of me, so when I designed my stores I wanted people to feel that they were in my home.” Tory Burch, modeontwerper
- “In the factory we make cosmetics; in the store we sell hope.” Charles Revson, oprichter Revlon
- “The goal as a company is to have customer service that is not just the best but legendary. “Sam Walton, oprichter Wal-Mart
- “Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.” Peter Drucker, auteur
“Your most unhappy customers are your greatest source of learning” – Bill Gates
- “Every great business is built on friendship.” JC Penney
- “Rule 1: The customer is always right. Rule 2: If the customer is ever wrong, re-read Rule 1.” Stew Leonard, CEO Stew Leonard’s
- “Make a customer, not a sale.” Katherine Barchetti, oprichter K. Barchetti Shops
- “A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.” Mahatma Gandhi, politicus
- “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, CEO Amazon.com
- “In our way of working, we attach a great deal of importance to humility and honesty; with respect for human values, we promise to serve our customers with integrity.” Azim Premji, CEO Wipro Limited
- “Customers don’t always know what they want. The decline in coffee-drinking was due to the fact that most of the coffee people bought was stale and they weren’t enjoying it. Once they tasted ours and experienced what we call ‘the third place’ – a gathering place between home and work where they were treated with respect.. they found we were filling a need they didn’t know they had.” Howard Schultz, CEO Starbucks
- “Customer service is just a day in, day out ongoing, never ending, unremitting, persevering, compassionate, type of activity.” Leon Gorman, CEO L.L.Bean
- “Excellent firms don’t believe in excellence – only in constant improvement and constant change.” Tom Peters. auteur
- “Service, in short, is not what you do, but who you are. It is a way of living that you need to bring to everything you do, if you are to bring it to your customer interactions.” Betsy Sanders, auteur
“You’re only as good as the people you hire” – Ray Kroc
- “Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral. Understand the factors that drive this customer revolution.” Rick Tate, auteur
- “Our mission statement about treating people with respect and dignity is not just words but a creed we live by every day. You can’t expect your employees to exceed the expectations of your customers if you don’t exceed the employees’ expectations of management.” Howard Schultz, CEO Starbucks
- “Store windows are like landing pages on the website.” Angela Ahrendts, hoofd Retail Apple (en ex-CEO Burberry)
- “Your customer doesn’t care how much you know until they know how much you care.” Damon Richards, auteur
- “Nothing is so contagious as enthusiasm.” Samuel Taylor Coleridge, filosoof
- “There are no traffic jams along the extra mile.” Roger Staubach, football-speler
- “Consumers are statistics. Customers are people.” Stanley Marcus, ex-CEO Neiman Marcus
- “Every good product I’ve ever seen is because a group of people cared deeply about making something wonderful that they and their friends wanted. They wanted to use it themselves.” Steve Jobs, oprichter Apple
- “Customers will want to talk to you if they believe you can solve their problems.” Jeffrey Gitomer, auteur
- “Do what you do so well that they will want to see it again and bring their friends.” Walt Disney, oprichter Disney
- “Each Walmart store should reflect the values of its customers and support the vision they hold for their community.”Sam Walton, oprichter Walmart
- “Memorable customer service can only take place in a human-to-human situation.” Jeffrey Gitomer, auteur
“Make a customer, not a sale” – Katherine Barchetti
- “Nobody can prevent you from choosing to be exceptional.” Mark Sanborn, auteur
- “Repeat business or behavior can be bribed. Loyalty has to be earned.” Janet Robinson, ex-CEO The New York Times Company
- “Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business.” Zig Ziglar, auteur
- “The biggest reason that positive endings don’t happen is because employees are trained on policies and rules rather than principles.” Jeffrey Gitomer, auteur
- “The easiest and most powerful way to increase customer loyalty is really very simple. Make your customers happy. Just keep ‘em smiling. Do that every day and your business will be fine.” Kevin Stirtz, auteur
- “The man who will use his skill and constructive imagination to see how much he can give for a dollar, instead of how little he can give for a dollar, is bound to succeed.” Henry Ford, oprichter Ford
- “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down simply by spending his money somewhere else.” Sam Walton, oprichter Walmart
“There are no traffic jams along the extra mile” – Roger Staubach
- “Unless you have 100% customer satisfaction…you must improve.” Horst Schulze, ex-CEO Ritz Carlton
- “Success is not final. Failure is not fatal. It is the courage to continue that counts.” Winston Churchill, politicus.
- “Why wait to be memorable?” Anthony Robbins, auteur
- “The thing is, I don’t want to be sold to when I walk into a store. I want to be welcomed.” Angela Ahrendts, hoofd Retail Apple (en ex-CEO Burberry)
- “Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service from unhappy employees.” Tony Hsieh, oprichter Zappos
Mijn persoonlijke favoriet? Nummer 37. ‘There are no traffic jams along the extra mile.’ Ofwel: wanneer je dat extra stapje zet, lig je mijlenver voor op je concurrentie.
Ik denk dat we dat stiekem vaak vergeten. Die extra stap zetten kost moeite. Het vraagt tijd, energie en een constante focus. Niet iets waar we altijd zin in of puf voor hebben.
Maar juist door dat te doen wat een ander laat liggen, ontstaan geweldige kansen. En die quote herinnert mij daar met regelmaat aan.
Wat is jouw favoriete quote?
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