by Paul Rutter | Customer Experience, Customer Service
“If you can’t measure it, you can’t improve it.” ~Peter Drucker Metrics are big, and they are here to stay. What are metrics, you may be asking? A metric is a standard for measuring or evaluating something or someone. Metrics are very big in...
by Paul Rutter | Customer Experience, Customer Service
National Customer Service Week this year is from October 1st through Oct 5th. During this time, we celebrate all things having to do with customer service. Did you know there is an annual Customer Service Week? Probably not. It started in 1992 when the U.S. Congress...
by Paul Rutter | Customer Experience, Customer Service
Profit in business comes from repeat customers; customers that boast about your product and service, and that bring friends with them. ~ W. Edwards Deming There are many, many companies that do a fantastic job with customer service, and you have probably dealt with...
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 | 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...
by Paul Rutter | Customer Experience, Customer Service
Most people in the United States have heard of Greyhound Bus Company where their motto is: “Go Greyhound and leave the driving to us.” It’s a bus company that provides transportation services throughout the U.S. and Canada, owned by the British company FirstGroup plc....
