Robert Scoble Quotes

Word of mouth is the most valuable form of marketing, but you can't buy it. You can only deliver it. And you have to really deliver.

I am concerned about any attrition in customer traffic at Starbucks, but I don't want to use the economy, commodity prices or consumer confidence as an excuse. We must maintain a value proposition to our customers as well as differentiate the Starbucks Experience. That is the key.

Courteous treatment will make a customer a walking advertisement.

If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.

Profit in business comes from repeat customers, customers that boast about your project or service, and that bring friends with them.

Celebrity has become a burden. There are more demands on your time. People think it is glamorous to fly places. But it is not - even if you travel business class and stay in wonderful hotels, you end 10,000 miles away from home.

So I've seen life as one long learning process. And if I see - you know, if I fly on somebody else's airline and find the experience is not a pleasant one, which it wasn't in - 21 years ago, then I'd think, well, you know, maybe I can create the kind of airline that I'd like to fly on.

What we know about the destination resort business is clearly established. But it's all about one thing, and one thing only. All of the razzmatazz and jazz we hear about facilities and everything else doesn't amount to a hill of beans. It's customer experience that determines the longevity and endurance of these enterprises.

What's important is that a customer should get off the airplane feeling, 'I didn't just get from A to B. I had one of the most pleasant experiences I ever had, and I'll be back for that reason.'

People want a remarkable experience; it's what they'll talk about, largely because the bar has been set so low by so many companies.

Keeping customers is about the experience, and the employees control the culture and temperature of the business. Never forget that.

Customer loyalty comes from consistent experience. They learn to count on you.

The one thing that Redfin has been really good at has been at delighting people.

It is about the entire experience. It's not just a new seat. It's not just new meals. It's not just better wines.

Good service is a great inchantment.

If you make a sale, you can make a living. If you make an investment of time and good service in a customer, you can make a fortune.

The goal as a company is to have customer service that is not just the best, but legendary.

I'm not saying that advertising is going away. But the balance is shifting. If today the successful recipe is to put 70 percent of your energy into shouting about your service and 30 percent into making it great, over the next 20 years I think that's going to invert.

Give the public everything you can give them, keep the place as clean as you can keep it, keep it friendly.

The complaining customer represents a huge opportunity for more business.

The service in L.A. is the best. You don't get sarcastic, surly, fed-up waiters and waitresses like you do in England. They're good at their job and they're there for the customer. The only depressing thing is a lot of them have written more screenplays than me.

Even in the face of massive competition, don't think about the competition. Just think about the customer.

Deliver total quality to every customer every day.

The best kept secret in the global economy today is this: When your service is AWESOME you get so stinking rich you have to buy new bags to carry all the money home.

Excellence comes from human beings doing things of value that customers find memorable.