by Paul Rutter | Customer Experience, Customer Service, External Customer
“If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” ~Jeff Bezos It happened to me again, just like I’m sure it has happened to you and a...
by Paul Rutter | Customer Experience, Customer Service, External Customer
“Never ruin an apology with an excuse.” ~Benjamin Franklin The music industry doesn’t seem to have a problem with it. From Beyoncé’s “Sorry” to Blake Shelton’s “I’m Sorry” to Chicago’s “Hard To Say I’m Sorry,” there are more songs about apologizing than you can shake...
by Paul Rutter | Company Culture, Customer Experience, Customer Service, External Customer
In an Entrepreneur article titled “10 Stories of Unforgettable Customer Service” author Gregory Ciotti highlights ten unique examples of how exceptional customer service goes a long way. The actions of these businesses provide us with insight into how companies...
by Paul Rutter | Customer Experience, External Customer
“The thing about waiting is that the longer you wait, the more impatient you become.” ~Ashay Abbhi, Writer Have you ever shown up for your doctor’s appointment right on time, only to wait for over an hour to be ushered into an examination room, told to strip down to...
by Paul Rutter | Customer Experience, Customer Service, External Customer
“Businesses with loyalty programs, on average, are 88% more profitable than competitors who do not” ~ Deloitte Retail Survey They are everywhere these days, used by many of the big companies, and more and more of the smaller ones. From punch cards (buy 6 get the...
by Paul Rutter | Customer Experience, Customer Service, External Customer
“What is the shortest word in the English language that contains the letters: abcdef? Answer: feedback. Don’t forget that feedback is one of the essential elements of good communication.” ~ Anonymous Do you want to grow your business? Of course you do. That’s why...
