"When you have a wonderful customer experience you can’t wait to share it, you can’t wait to have your peers and your colleagues know about it, and today, especially with the influence of social media, consumers are sharing their positive customer experiences to broader an audience than ever before. ... If you focus on driving superior customer experience for every one of your customers that interact with your business it will pay off much more than any marketing dollar you can spend."
"People talk about mobile like it’s just your mobile phone, but the reality is that all experiences today are mobile. Social experiences are mobile, probably one of the most mobile experiences you can get."
"As you put more power in the hands of the consumer, the consumers are actually taking the time to do a lot of research on their own before they engage you ... The traditional model of training for your agents has to change, understanding that your consumer’s coming into that engagement informed much more than they were before."