by Paul Rutter | Company Culture, Customer Service
“Being a great place to work is the difference between being a good company and a great company.” ~Brian Kristofek, President and CEO, Upshot The importance of a well-defined and well-executed company culture cannot be overstated. Many employees, especially...
by Paul Rutter | Customer Experience, Customer Service
“In a world where you can be anything, be kind.” ~Unknown You may think customer service is all about solving problems, but that would be a mistake. Solving problems is only part of the equation. The primary goal of customer service is to create a positive experience...
by Paul Rutter | Customer Service
You do have a customer service strategy in place, don’t you? A system for all employees to follow when dealing with the multitude of situations that may arise with your business? If you do not have a strategy in place, now is the time. Customer service, along with...
by Paul Rutter | Customer Service
“Your most unhappy customers are your greatest source of learning.” ~Bill Gates If you tell a myth over and over again, you eventually believe that myth to be true. It doesn’t matter what subject: history (the lost continent of Atlantis), sports (remember Sidd...
by Paul Rutter | Company Culture, Customer Experience
“When you’re trying to make an important decision, and you’re sort of divided on the issue, ask yourself: If the customer were here, what would she say?” ~ Dharmesh Shah, CTO of Hubspot You may have heard the term “Customer-Focused Leadership” and wondered what it was...
