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...
by Paul Rutter | Company Culture, Customer Experience, Customer Service
“I came to see, in my time at IBM, that culture isn’t just one aspect of the game, it is the game. In the end, an organization is nothing more than the collective capacity of its people to create value.” ~ Louis Gerstner, IBM One of the most difficult parts of...
by Paul Rutter | Company Culture, Customer Experience, Customer Service
In a “how to article” titled “7 Ways to Provide ‘Best in Class’ Customer Service”, author Steven Macdonald highlights the cost of bad customer service, the key findings of 500 companies and 7 best in class customer service tips everyone should know. This article...
by Paul Rutter | Company Culture, Customer Experience, Customer Service, External Customer
“Your website isn’t the center of your universe. Your Facebook page isn’t the center of your universe. Your mobile app isn’t the center of your universe. The customer is the center of your universe.” ~Bruce Ernst, V.P. of Product Management at Monetate How crazy...
by Paul Rutter | Uncategorized
What is one aspect of the market you have complete control over? Customer service. In my book Repeat Business Inc.: The Business of Staying in Business, I write that to grow market share and increase customer loyalty, you must commit to providing unforgettable...
