by Paul Rutter | Company Culture, Customer Experience, Customer Service
“Oftentimes, the lack of a robust . . . assimilation process leaves the new employee confused and disoriented.” ~ Bill Conaty, former Senior Vice President of Human Resources at General Electric We’ve all been there. New job. New company. New hire. First day at work....
by Paul Rutter | Company Culture, Customer Experience, Customer Service, External Customer
“Culture is about performance, and making people feel good about how they contribute to the whole.” ~Tracy Streckenbach In a previous post we talked about the 4 Building Blocks of a More Than Perfect® Service Culture. Now that the culture has been established, how do...
by Paul Rutter | Customer Service
Staying in business is more challenging today than it has ever been. You may not always be able to undercut a competitor’s price, but you can always do a better job serving the customer. My book Repeat Business Inc.: The Business of Staying in Business offers 50...
by Paul Rutter | Customer Experience, Customer Service, External Customer
Business Insider’s article “Customer Complaints Against Airlines Soar 70% Following Incident where a United Passenger was Dragged off a Plane” addresses the correlation between the incident and customer satisfaction. WASHINGTON (Reuters) – U.S. airline passenger...
by Paul Rutter | Company Culture, Customer Service
“Culture eats strategy for breakfast.” ~Peter Drucker A strong customer service and customer experience culture will invariably lead to happier customers and happier employees, which leads to repeat business and customer loyalty. Competing just on price is no longer...
