Culture Quote by Ron Kaufman
“Good customers want good quality service. Great customers want it even more.”
About This Quote
Source Book: The Service Profit Chain, 1995
Basic customers expect quality service; exceptional customers demand even higher standards.
In simple terms: Good customers want quality; great customers want more.
Exceed expectations for top customers.
Themes
Mood
Type
When to use this quote
- hospitality
- retail
- B2B services
- online support
- membership programs
Key Concepts
Questions to Reflect On
- How to balance service for all tiers?
- What incentives keep great customers engaged?
Focusing only on top customers can neglect broader base.