by Paul Rutter | Customer Experience, Customer Service
“Feeling gratitude, and not expressing it, is like wrapping a present and not giving it.” ~William Arthur Ward It’s the holiday season, full of good cheer! Peace on earth, good will toward men (and women!). It’s also the most hectic and (sometimes) most stressful time...
by Paul Rutter | Customer Experience
There are any number of ways to track customer feedback, and there are any number of metrics you should be tracking. As the technology develops, it will become easier to decide which metrics are worth tracking in order to deliver the optimum service or amenities your...
by Paul Rutter | Customer Experience, Customer Service, Uncategorized
The purpose of a business is to create a customer who creates customers. ~Shiv Singh Unless you work in a profession where you have absolutely no human contact whatsoever, you’re bound to hear a complaint from someone now and then. Sometimes it’s a customer...
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 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...