The problem with taking offense is that it's really hard to figure out what to do with it after you're done using it. Better to just leave it on the table and walk away. Umbrage untaken quietly disappears.
Seth GodinRead
Marketing is the way your people answer the phone, the typesetting on your bills and your return policy.
Interpretation
What this quote means
Marketing encompasses all aspects of customer interaction, not just advertising.
Seth Godin's quote emphasizes that marketing is not limited to promotional activities, but is a holistic approach that includes every point of contact a business has with its customers. From how employees engage with customers over the phone to the presentation of bills and the clarity of return policies, these elements collectively shape the customer's perception of the brand and influence their experience.
Themes
MarketingCustomer ExperienceBrandingCustomer ServiceBusiness
In practice
Example use cases
In a presentation on customer service, one might quote this to illustrate the importance of every interaction.
More from Seth Godin
All quotes →Not adding value is the same as taking it away.
Seth GodinRead
Excellence isn’t about meeting the spec, it’s about setting the spec. It defines what the consumer sees as quality right this minute, and tomorrow, if you’re good, you’ll reset that expectation again
Seth GodinRead
Living with doubt ... is almost always more profitable than living with certainty. _x000D_ People don't like doubt, so they pay money and give up opportunities to avoid it. _x000D_ Entrepreneurshi p is largely about living with doubt. If you need reassurance, you're giving up quite a bit to get it. On the other hand, if you can get in the habit of seeking out uncertainty, you'll have developed a great instinct.
Seth GodinRead
The danger of the Web is that you can go from idea to public announcement in under ten minutes.
Seth GodinRead
Art isn't only a painting. Art is anything that is creative, passionate and personal. Art is the unique work of a human being created to touch another. Art is created to have an impact, to change someone else.
Seth GodinRead
Similar quotes
Remember that, in the end, the customer doesn't know, or care, if you are small or large as an organization - she or he only focuses on the garment hanging on the rail in the store.
Giorgio ArmaniRead
Conscious business.. business that is conscious of inner and outer worlds.. would therefore be business that takes into account body, mind, and spirit in self, culture, and nature. Put differently, conscious business would be mindful of the way that the spectrum of consciousness operates in the Big Three worlds of self and culture and nature.
Ken WilberRead
If you deprive yourself of outsourcing and your competitors do not, you're putting yourself out of business.
Lee Kuan YewRead
Money goes out first to pay expenses and then comes back as profits later - if at all. The high rate of failure of new businesses makes painfully clear that there is nothing inevitable about the money coming back.
Thomas SowellRead
There are two kinds of businesses: The first earns 12%, and you can take it out at the end of the year. The second earns 12%, but all the excess cash must be reinvested - there's never any cash. It reminds me of the guy who looks at all of his equipment and says, 'There's all of my profit.' We hate that kind of business.
Charlie MungerRead
Intrinsic value can be defined simply: It is the discounted value of the cash that can be taken out of a business during its remaining life.
Warren BuffettRead