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"What you can't buy is the loyalty that comes through our dedicated crewmembers."
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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?"
"The well-satisfied customer will bring the repeat sale that counts."
"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."
"You must never actually cheat the customer, even if you can. You must make her happy and satisfied, so she will come back."
Explore more quotes by David Neeleman
"I believe the public's confidence would be increased if the federal government took over the functions of airport security screening for all passengers."
"I think they got caught up in how much money they could get from each of the city governments as far as tax rebates. But that stuff works when you make money. It's a little bit phantom money."
"Be it $15 million here and $11 million there, it takes hundreds of millions to be successful in this business."
"I actually thrive on all the challenges, and I don't feel like ADD has impaired my ability."
"People were desperately trying to fill their seats for the summer. And so prices are really low right now. And so they are kept from raising prices to make up for that difference."
"We are just interested in dealing with the people we're paying every day. We know federal law allows them to vote in a union at anytime, but we think we can resist that by talking to our own people and giving them enough upside."
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