by Paul Rutter | Customer Experience
If you read my last blog, you know I am just back from a two-month journey to China and Japan working with some incredibly talented people onboard Royal Caribbean’s Quantum of the Seas. While the majority of our guests were Chinese (97%), the other 3% were...
by Paul Rutter | Customer Experience
In case you haven’t noticed, I’ve taken a break from writing for the past two months (you have noticed, haven’t you?) in order to concentrate on a wonderful opportunity. I had the privilege to lead a wonderful team onboard Royal Caribbean’s Quantum of the Seas,...
by Paul Rutter | Customer Experience
“The way to a customer’s heart is much more than a loyalty program. Making customer evangelists is about creating experiences worth talking about.” ~Valeria Maltoni Loyalty programs were originally designed to reward those customers who frequent businesses on a...
by Paul Rutter | Customer Experience
“Life moves pretty fast. If you don’t stop and look around once in a while, you could miss it.” ~Ferris Bueller’s Day Off True or False: Every company wants raving fans? Well, “of course”, you may say, every company wants raving fans. Those raving fans tell others all...
by Paul Rutter | Customer Experience
The travel and hospitality industries are stepping up their game in trying to make their customers their best source of advertising. Making your customers raving brand evangelists is leading to increased profits and customer loyalty. According to Ron Kaufman, author...
by Paul Rutter | Customer Experience, Customer Service
“This year, let’s resolve to make better bad decisions”. ~Anonymous It’s the New Year, and that means we make resolutions that we sometimes keep for as long as a day, a week or (if we are really determined) even a month. And then it’s back to the same old same old....