You want your customers to value your service.

I get asked a lot why Apple’s customers are so loyal. It’s not because they belong to the Church of Mac! That’s ridiculous.

In business, the idea of measuring what you are doing, picking the measurements that count like customer satisfaction and performance… you thrive on that.

There is hardly anything in the world that some man cannot make a little worse and sell a little cheaper, and the people who consider price only are this man’s lawful prey.

I take a lot of pride in the work I do, because people pay to see me. They’ve got to get babysitters, park their car, get popcorn and candy. I’ve got to be conscious of that.

A lot of companies have chosen to downsize, and maybe that was the right thing for them. We chose a different path. Our belief was that if we kept putting great products in front of customers, they would continue to open their wallets.

If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.

The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.

So I’ve seen life as one long learning process. And if I see – you know, if I fly on somebody else’s airline and find the experience is not a pleasant one, which it wasn’t in – 21 years ago, then I’d think, well, you know, maybe I can create the kind of airline that I’d like to fly on.

A complaint is a chance to turn a customer into a lifelong friend. I say that seriously, not as some press release baloney.

Your most unhappy customers are your greatest source of learning.

I’ve always had my own access to the public, because I started off making my clothes for a little shop, and so I’ve always had people buying them. I could always sell a few, even if I couldn’t sell a lot, and somehow my business grew because people happened to like it. I’m in a fortunate position.

You can’t just ask customers what they want and then try to give that to them. By the time you get it built, they’ll want something new.

By putting the employee first, the customer effectively comes first by default, and in the end, the shareholder comes first by default as well.

Some companies out there quote a start of production that is substantially in advance of when customers get their cars.

Our DNA is as a consumer company – for that individual customer who’s voting thumbs up or thumbs down. That’s who we think about. And we think that our job is to take responsibility for the complete user experience. And if it’s not up to par, it’s our fault, plain and simply.

We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.

This is what customers pay us for – to sweat all these details so it’s easy and pleasant for them to use our computers. We’re supposed to be really good at this. That doesn’t mean we don’t listen to customers, but it’s hard for them to tell you what they want when they’ve never seen anything remotely like it.

Your company’s most valuable asset is how it is known to its customers.

Nothing ruins your day more than getting a bad review.

You know you’re not anonymous on our site. We’re greeting you by name, showing you past purchases, to the degree that you can arrange to have transparency combined with an explanation of what the consumer benefit is.

As more airlines consolidated and grew larger and more focused on the bottom line, flying in the U.S. became an awful experience. Despite moves to block our airline from flying, Virgin America began service in August 2007 – with the goal of making flying good again.

I’m a big fan of all-you-can-eat plans, because they’re simpler for customers.

Your premium brand had better be delivering something special, or it’s not going to get the business.

One Ad is worth more to a paper than forty Editorials.