I just love quotes. Just like I love to ask guests on the Fast Leader Show to share their favorite quotes, it’s one of the my favorite things to do at events. I enjoy live Tweeting the speakers. Below are some awesome quotes that I was able to capture while at Call Center Week in Las Vegas this year.
Typically, I am able to capture more, but the Wi-Fi connection was terrible at the Mirage hotel. I kept getting bumped off. Definitely something that needs to be remedied for next year.
These quotes are grouped by the speaker and not the content. Please be sure to shares these so we can influence change. Also, if you were at Call Center Week and have a favorite to share, please comment below.
Check out the awesome quotes captured at Call Center Week. Click to Tweet
Mario Matulich
Mario Matulich is the Executive Director, Customer Management Practice at IQPC and conducts the Welcome session to open the event. While Mario is not technically one of the speakers, I thought this quote said a lot to me.
“We live and breathe the customer.” -Mario Matulich Click to Tweet
Peter Guber
Peter Guber is the author of Tell To to Win: Connect, Persuade, and Triumph with the Hidden Power of Story.
He is also a legend in movies, entertainment, sports, and business. He’s is the Owner and Co-executive Chairman of the NBA franchise, the Golden State Warriors. He is the Owner of the Los Angeles Dodgers, together with Guggenheim and Magic Johnson.
His films won five Best Picture Academy Award nominations (winning for Rain Man) and box office hits that include The Color Purple, Midnight Express, Batman, Flashdance and The Kids Are All Right.
And he’s the Chairman and CEO of the multimedia Mandalay Entertainment Group. And he was a wealth of good quotes worth sharing.
“Good luck on your journey and the story you have.” -Peter Guber Click to Tweet
“We’re an interactive species, they have to be participants.” -Peter Guber Click to Tweet
“You can’t get their intention until you get their attention.” -Peter Guber Click to Tweet
“Success and failure are close together.” -Peter Guber Click to Tweet
“Be in the emotional transportation business.” -Peter Guber Click to Tweet
“You have to go through all of the mistakes and errors to get where you want.” -Peter Guber Click to Tweet
“When information is bonded with emotion, customers remember it.” -Peter Guber Click to Tweet
“Story gives meaning to cold hard facts.” -Peter Guber Click to Tweet
“It’s your innate ability to tell stories that make your customers move.” -Peter Guber Click to Tweet
“Attitude puts aptitude on steroids.” -Peter Guber Click to Tweet
“Change is inevitable, but growth is optional.” -Peter Guber Click to Tweet
“I’ve had failures in every single business I’ve had.” -Peter Guber Click to Tweet
“When you catch an employee doing something right (and recognize them), the customer feels it.” -Peter Guber Clickeet
Jeff James
Jeff James is the vice president and general manager of Disney Institute. He has responsibility for the external business and professional development arm of The Walt Disney Company that is focused on sharing Disney business insights in the areas of service, leadership and culture. Jeff is all about getting maximum performance.
It was no surprise that Jeff brought the magic by telling great stories. He drew upon his career at Disney which started in 1996, when he played a pivotal role as one of the founding executives of Disney Cruise Line. He also served as the vice president and managing director for Disney Destinations International.
“We hire for purpose versus task. We lead with purpose first.” -Jeff James Click to Tweet
“You’re creating your legacy everyday as a leader.” -Jeff James Click to Tweet
“When leadership is working it shows what you value.” -Jeff James Click to Tweet
“We believe purpose trumps task.” -Jeff James Click to Tweet
“We need our employees to focus on a common purpose – live and breathe it.” -Jeff James Click to Tweet
“There are 4 layers in buying – product, place, process, people.” -Jeff James Click to Tweet
“You have to have all of the disciplines well and culture is a multiplier or diminisher.” -Jeff James Click to Tweet
“Fundamentally there has been a decline in customer experience over the last decade.” -Jeff James Click to Tweet
Share your favorite quotes
I have seen so many wonderful quotes over the past few years. I love to learn which quotes impact you. I was thinking with some help from you we could help make a difference in someone’s day by using the comment area or posting it in The Call Center Coach Community.
Quotes at Call Center Week Fall
Come live tweet with me at Call Center Week Fall. Let me know if you’re going and I’ll be sure to save you a seat up front.
Join me on the Fast Leader Show Podcast
Listen to the Fast Leader Show now. It’s an energizing docuedutainment (don’t look it up I made it up) podcast released each Wednesday and hosted by Jim Rembach. Each week, Jim introduces you to real folks (from the call center industry and beyond) with real stories of how they were able to get over the hump and lead themselves or others better…faster. You’ll learn how to become a better leader (faster) through their stories by improving your employee and customer engagement through the power of improving your emotional intelligence. Get more human-centric and move onward and upward…faster.
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Jim Rembach is the Editor in Chief of the Customer Service Weekly and it’s Podcast host. He is President of CX Global Media and the creator of the Call Center Coach Virtual Leaders Academy. As the host of the Fast Leader Show Podcast, he has interviewed hundreds of experts, authors, academics, researchers, and practitioners on various angles, viewpoints, and perspectives for improving the customer experience. He has held positions in retail operations, contact centers, customer support, customer success, sales, and measured the customer experience. He is a certified Emotional Intelligence practitioner, Employee Retention Specialist, and recipient of numerous industry awards.