Richard Hayne Quotes

It's hard for us in our stores to be a leader in technology.

More and more, more and more digital, in particular, I think you'll see in our stores next year, as we start combining these digital products and they interface with each other, you'll see that represented in Wal-Mart.

There are lots of things about Amazon for which they deserve credit. They're innovative. There are lots of very, very happy Amazon customers. I'm not here to dispute that Amazon has been personally good for me or to say that they haven't been, so far, good to their customers.

The thing is, I don't want to be sold to when I walk into a store. I want to be welcomed.

I'm constantly amazed that owners and managers of all businesses don't train their people to call the person who pays by credit card by name. It definitely makes the customer feel good and will be a factor in bringing them back to your place of business.

As retail goes through a fundamental shift into the digital world, I believe Ocado's model and the high standards of customer service it provides will see it emerge as a powerful online player.

A shift toward access and service would deepen the big-box retailer's relationship to customers and win their loyalty. A service focus would bring more rewarding, frequent, and lasting contact with grateful customers.

For me, good service is efficient and discreet; it's that critical balance. As soon as the client sits down, the communication flow has to start. Customers need to feel that the waiters are supervised - that there's a system in place.

If the store were your own business, you'd escort the customer to a product's location in the store and refer to the customer by name.

If you're competitor-focused, you have to wait until there is a competitor doing something. Being customer-focused allows you to be more pioneering.

I'm thrilled to be joining Gap Inc., a company that understands the importance of integrating technology and retail in ways that improve the lives of its customers.

If I go to hotels, they always say, 'Welcome back', even when I've never been there before.

I think of digital as a means to an end: How do I service and get more loyal customers, how do I achieve operational excellence, and how do I change my culture?

It's the human approach to customers that I want to bring back.

I look at technology as a way for us to engage with and help our customers. If we don't do it, someone else is going to.

American bankers believe in the personal touch; the teller conveys a sense that he happens to be there accidentally and he is overjoyed at the lucky chance of the encounter.

Biggest question: Isn't it really 'customer helping' rather than customer service? And wouldn't you deliver better service if you thought of it that way?

Look after the customer and the business will take care of itself

I was literally calling my customers who were complaining on social media and having a dialog with them, and sending them money.

Successful organizations have one common central focus: Customers.

I think of customer service as an offense and not a defense

Everybody knows how much time Fang spends in bed. A local store that gives a 30 days' trial on mattresses gives Fang only 15 days.

Every customer interaction is a marketing opportunity. If you go above and beyond on the customer service side, people are much more likely to recommend you.

While profit remains the final goal, entrepreneurs spend the better part of each day figuring out how better to serve the needs of their actual and potential customers. They are operationally, if not intentionally, altruistic.

Customer service will become the primary value added function of every business.