Business Quote by Steve Wynn
“Keeping customers is about the experience, and the employees control the culture and temperature of the business. Never forget that.”
About This Quote
Source Speech: Business conference, 2015
Customer retention hinges on experience, shaped by employees who set the company's culture and atmosphere.
In simple terms: Employees shape experience and culture.
Key Takeaway
Focus on employee engagement.
Themes
customer service
culture
experience
leadership
retention
Mood
optimistic
professional
Type
advisory
motivational
When to use this quote
- staff training
- customer feedback loops
- brand immersion
- service recovery
- employee recognition
Key Concepts
Organizational behavior
service design
employee empowerment
Questions to Reflect On
- How can you measure cultural temperature?
- What employee actions most affect customer perception?
A Different Perspective
Neglecting employee well‑being can erode culture despite good policies.
![“[S]ometimes, when you are a food person, the possible irrelevance of what you are doing doesn’t cross your mind until it’s too late. (Once, for example, when I was just starting out in the food business, I was hired by the caper people to develop a lot of recipes using capers, and it was weeks of…” quote by Nora Ephron](https://sms4smile.com/quotes/img-quotes/d79/nora-ephron-1217_business_s-ometimes-when-you-are-a-food-person-th_980.jpg)
![“If the State does not acquire supremacy over [vast private] enterprises, it becomes their puppet, and they become the real State.” quote by Bertrand Russell](https://sms4smile.com/quotes/img-quotes/bad/bertrand-russell-69_acquire_if-the-state-does-not-acquire-supremacy_1379.jpg)