19 (#CX) Quotes That Bring Us Inspiration

I’m a sucker for a good inspirational quote and recently had the opportunity to join Neal Topf and Paul Catherall on the Fireside Chats Without the Fires podcast. We had a great conversation around customer experience and contact center quality assurance. Give it a listen. At the end of each podcast they ask for inspirational quotes and I shared one of my favorites:

If you’re not serving the customer, your job is to be serving someone who is. ~Jan Carlzon

Having worked as both a frontline agent in a contact center and leader it took me a while to realize that the way I treated my team has a big impact on how they treated our customers. This quote has held me accountable to provide great internal customer service, and continues to, time and time again.

It’s with this in mind that I asked “What quotes bring you inspiration?” on the Customer Experience Question of the Day (#CXQOTD) on June 19. Check out the 19 fabulous submissions and note that the contributor of each is in parenthesis.

  1. “We are not in the coffee business serving people, but in the people business serving coffee.” ~Howard Schultz (Luis Melo)
  2. “When handling yourself think with your head. When handling others, think with your heart.” ~Eleanor Roosevelt (Luis Melo)
  3. “Don’t mistake politeness for lack of strength.” ~Sonia Sotomayor (Leslie O’Flahavan)
  4. “Do or do not, there is no try”. ~ Yoda (ChatsFires with Neal Topf and Paul Catherall)
  5. “Trust is built with consistency.” ~Lincoln Chafee (Michael Brandt)
  6. “The difference between those that do & those that don’t are that those that do, do – & those that don’t, won’t.” ~Shep Hyken
  7. “Never doubt that a small group of thoughtful, committed citizens can change the world; indeed, it’s the only thing that ever has.” ~Margaret Mead (Randy Ksar)
  8. “Great minds discuss ideas; average minds discuss events; small minds discuss people.” ~Eleanor Roosevelt (Nicholas Zeisler)
  9. “Audentes fortuna iuvat.” Translated “Fortune favors the bold.” (Nicholas Zeisler)
  10. “Impossible is just an opinion.” ~Paulo Coelho (Zachary Jellson)
  11. “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” ~Maya Angelou (Debbie Szumylo)
  12. “Time flies like an arrow. Fruit flies like a banana.” ~Groucho Marx (Ran)domly Selected: Distance Socialing)
  13. “Without courage, we cannot practice any other virtue with consistency. We can’t be kind, true, merciful, generous, or honest.” -Maya Angelou (Erica Marois)
  14. “Whoever is happy will make others happy too.” ~Anne Frank (That CX Guy)
  15. “If your not in the arena also getting your ass kicked, I’m not interested in your feedback” ~Brené Brown (Matt Dyer)
  16. “It is not the critic who counts; not the man who points out how the strong man stumbles, or where the doer of deeds could have done them better. The credit belongs to the man who is actually in the arena, whose face is marred by dust and sweat and blood; who strives valiantly; who errs, who comes short again and again, because there is no effort without error and shortcoming; but who does actually strive to do the deeds; who knows great enthusiasms, the great devotions; who spends himself in a worthy cause; who at the best knows in the end the triumph of high achievement, and who at the worst, if he fails, at least fails while daring greatly, so that his place shall never be with those cold and timid souls who neither know victory nor defeat.” ~Theodore Roosevelt (Adam Toporek)
  17. “It takes a village for #CX to work. Once EVERYONE is accountable, that’s when the game changes.” ~Stacy Sherman
  18. “Weakness of attitude becomes weakness of character.” ~Albert Einstein (Schulbert Koleka)
  19. “Kindness is the best form of humanity.” — Doris Lee (Schulbert Koleka)

Do you have a quote to add to this list? Leave a comment below or respond to this thread on Twitter. And be sure to follow the #CXQOTD hashtag daily customer experience conversation and inspiration.

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