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"That's a very critical phase in customer service because you can start to really understand what part of customer service has value to customers and what part is bothering customers."
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"Some story appears in some newspaper that says that somebody said X, Y, and Z, and a customer says, I don't understand what they're talking about - we're running that product, we've been using it for five years, what are they talking about?"
"By continually pushing the message that we have the right to gratification now, consumerism at its most expansive encouraged a demand for fulfillment that could not so easily be contained by products."
"The first step in exceeding your customer's expectations is to know those expectations."
"Innovation comes from the producer - not from the customer."
"Our customers call and e-mail us to say that's how it feels when a Zappos box arrives. And that's how we view this company."
"Am I an Apple bigot? No. I can critique their products and their customer service philosophy. But overall, they do better than any other player."
"An artist is forced by others to paint out of his own free will."
"If I traveled to the end of the rainbow as Dame Fortune did intend, Murphy would be there to tell me the pot's at the other end."
Explore more quotes by Sanjay Kumar
"So if you're a customer today, the same person who came in to demonstrate the technology for you and helped you architect the solution before you bought it is likely going to be leading the team to help you do the implementation."
"Some story appears in some newspaper that says that somebody said X, Y, and Z, and a customer says, I don't understand what they're talking about - we're running that product, we've been using it for five years, what are they talking about?"
"So far, Indian companies have focused more on customer application. This needs to shift to packaged software for sectors such as banking and financial services."
"But the real focus should be on people who are buying today because the base is so big it will take a long time for any change materialize on an overall basis."
"Few service industries are designed to be 24x7 in India, and thus there was no 24x7 mentality."
"So in 2000, when we changed the business model and started really focusing on that triangle and putting the customer in the center, we decided we should hold off - we've done enough consolidation; we've got enough critical mass."
"As I said before, a big part of my strategy says - and the management team I think is in agreement with this - we don't have to be out there with a lot of noise all the time. What we need to do is paint a vision for customers, promise them deliverables, and go hit at it."
"Clearly, every company needs a leader. That's an important part of being the CEO of the company."
"Companies are starting to measure how effective their customer service is and trying to understand what they can do to improve the customer service process."
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