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Culture Quote by Ron Kaufman

“Good customers want good quality service. Great customers want it even more.” quote by Ron Kaufman
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“Good customers want good quality service. Great customers want it even more.”

Ron Kaufman

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.

Key Takeaway

Exceed expectations for top customers.

Themes

customer service quality excellence

Mood

strategic motivational

Type

advice philosophical

When to use this quote

  • hospitality
  • retail
  • B2B services
  • online support
  • membership programs

Key Concepts

service excellence customer loyalty value creation

Questions to Reflect On

  • How to balance service for all tiers?
  • What incentives keep great customers engaged?
A Different Perspective

Focusing only on top customers can neglect broader base.

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