Ross Parmly

“The Lean Startup asks people to start measuring their productivity differently. Because startups often accidentally build something nobody wants, it doesn’t matter much if they do it on time and on budget. The goal of a startup is to figure out the right thing to build—the thing customers want and will pay for—as quickly as possible. In other words, the Lean Startup is a new way of looking at the development of innovative new products that emphasizes fast iteration and customer insight, a huge vision, and great ambition, all at the same time.”
― Eric Ries, The Lean Startup: How Today's Entrepreneurs Use Continuous Innovation to Create Radically Successful Businesses

“We’re still craving the old corner store and the proprietor who knows our name. We’re wowed by personalization, and we know when something is a cut-and-paste reply. We tell our friends when a big company is friendly and thoughtful. We really just want the person on the other end of the phone to apologize sincerely for the trouble we’re having and empathize with our annoyance.”
― Sarah Hatter, The Customer Support Handbook: How to Create the Ultimate Customer Experience For Your Brand

“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” ― Jeff Bezos”
― Sarah Hatter, The Customer Support Handbook: How to Create the Ultimate Customer Experience For Your Brand

“Empathy is at the core of understanding. Empathy doesn’t entail that “100% guarantee that I can fix your problem!” I would argue empathy is even better than that. It sets the tone for an honest discussion, whereby the customers know they will be heard. By simply listening to our customers and not necessarily solving their problem 100% of the time on the spot, we can create a completely different type of relationship with them.”
― Sarah Hatter, The Customer Support Handbook: How to Create the Ultimate Customer Experience For Your Brand