What's the best thing a customer's ever said to you? Whether it's a simple "thank you" or a success story or asking for advice, customers' expressions of gratitude can speak volumes. During interviews with the 1to1 editorial team, several of the 2011 1to1 Customer Champions shared the best thing a customer ever said to them:"Once a consumer told me that unless we always put the customer first in every business decision we're contemplating, we're probably not going to make the right decision."
--Chuck Sliker, senior vice president of operations services, Arby's
"'We're coming back.' When people take the time to tell you what a great job you've done, that's pretty amazing."
--Roger Curtis, president, Michigan International Speedway
"Three years ago a customer called me and said that he attended the University of Vermont, met his wife there, and how the two of them used to ski at Stowe. He planned to take his four-year-old to learn how to ski here. He mentioned that they named their son Stowe. 'That's what you guys mean to us,' he told me. Some people tattoo a brand on their bodies, but to name your kid after a resort, it was a pretty nice moment."
-- Mike Colbourn, vice president marketing, sales, and communications, Stowe Mountain Resort
"I love it when they say, 'I'm going to tell all my friends and relatives about Safelite and the work you guys do.' That's the near epitome of perfection in the service industry."
--Tom Feeney, president and CEO, Safelite AutoGlass
"Simply, 'Thank you.'"
--David Payne, assistant vice president, contact center, The Standard
"When they ask me, 'Can you help us be customer-centric?" I think that speaks volumes. They're interested in getting advice...It actually inspires me a lot more than other things people can say."
-- Ven Bontha, vice president, customer experience, CEMEX USA
"'First impressions are critical to fostering a long-term relationship, and Harry Rosen has provided me a truly incredible shopping experience.'"
--Stephen Jackson, chief information officer, Harry Rosen Inc.
"'Thanks for your help.'"
--Donna Lendzyk, manager, customer loyalty, SaskTel
"I was recently at a cocktail party where a woman I didn't know said, 'You work for a company that is acting differently. I've noticed much more enthusiastic salespeople.' That says we're making a difference."
--Tim Teran, senior vice president, consumer insights and strategy, Macy's
"A regional vice president from another company who's in charge of customer care himself and is an avid rider called me personally and said, 'The way you guys are doing business is what we're trying to emulate.' To hear that from someone who is a peer is probably the nicest thing I've heard since I've been here."
--Rich Brecht, director of customer experience, J&P Cycles
"My favorite line is a woman who tweeted that if another CIGNA bot called her she would blow us up. Once we brought her into a private chat forum and solved her issue, she later tweeted that she loved our service enough to willing to be president of our fan club. This all occurred within a matter of hours. We help people beat cancer, lose hundreds of pounds, we change people's lives. Being able to solve someone's issues that quickly is critical."
--Ingrid Lindberg, customer experience officer, Cigna