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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?"
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"To Move from Woe to Wow . . . Listen Attentively Be fully present and give your customer your full attention. Stay calm and remain patient. Do not interrupt or become defensive. Let the customer express his or her concerns. Nod your head and use affirming words to show that you are listening. Repeat back and empathize, when necessary. This confirms your understanding of the problem or question."
Author Name
Personal Development
"Be dramatically willing to focus on the customer at all costs, even at the cost of obsoleting your own stuff."
Author Name
Personal Development
"Customer is king. I am his treasurer."
Author Name
Personal Development
"But paying is part of the game of life: it is the joy of buying that we crave."
Author Name
Personal Development
"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."
Author Name
Personal Development
"They're pushing credit cards. They don't take Visa, but they do take American Express, or they don't take this one, but they take that one, or you'd better bring this one, or if you forget who you are, look on your credit card; it will be there."
Author Name
Personal Development
"What you can't buy is the loyalty that comes through our dedicated crewmembers."
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Personal Development
"Courteous treatment will make a customer a walking advertisement."
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Personal Development
"A person buying ordinary products in a supermarket is in touch with his deepest emotions."
Author Name
Personal Development
"If you make the customer a promise... make sure you deliver it."
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Personal Development
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"It didn't make a lot of sense for us to be doing Lotus Notes implementations."
Sense
"Finance is critical. If sufficient investment is made in infrastructure and venture capital is made available, there will be a big improvement in the situation."
Finance
"Today we're focused on small acquisitions to add technology where necessary. I think it's fair to say we're not out looking for a large one, but I think it's also very fair to say that as a public company you can never say never."
Technology
"To me, it's really important to drive change through a team because one person, while the buck has to stop with somebody, the company is just too big for one person."
Change
"Failure is unfortunately as common as success."
Success
"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."
Time
"Well, if you look back, in almost two and a half years, the biggest change probably was in late 2000 when we decided to totally change the CA business model."
Business
"India has the unique advantages of having the biggest domestic market and this should support IT companies."
Support
"And I'm comfortable being who I am, so I think a lot of people who take over from a founder worry about how they compare to the founder; I worry about doing the best I can."
People
"Clearly, every company needs a leader. That's an important part of being the CEO of the company."
Leadership
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