by Paul Rutter | Customer Experience, Customer Service, External Customer
“One customer well taken care of could be worth more than $10,000 worth of advertising.” ~ Jim Rohn The term “customer service” has been around a long time, but in the past 3-5 years, the terms customer success and customer experience (or journey) have crept into the...
by Paul Rutter | Customer Experience, Customer Service
“Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.” ~ Chip Bell Do you have a favorite restaurant? Most people do. If you were asked why it is your favorite restaurant, you might say it’s...
by Paul Rutter | Company Culture, Customer Experience, Customer Service
“If you don’t have time to do it right, when will you have the time to do it over?” ~ Coach John Wooden Growing up, my brother, sister and I all had “weekend chores” around the house we had to complete before we could go and play with our friends. It might be...
by Paul Rutter | Customer Experience, Customer Service
“It takes months to find a customer, and only seconds to lose one.” ~Unknown You may have seen the recent news article where sisters, who were flying home to see their very sick father, were kicked off a flight after a verbal confrontation with a flight attendant. It...
by Paul Rutter | Customer Experience, Customer Service, External Customer
“Be thankful for customers who complain. You still have the opportunity to make them happy.” ~ Unknown The customer is always right, right? That’s what we have continuously learned. Never argue with a customer. Do everything you can to make the customer happy. Don’t...
by Paul Rutter | Customer Experience, Customer Service, External Customer, Internal Customer
“Informed decision-making comes from a long tradition of guessing and then blaming others for inadequate results.” ~ Scott Adams, creator of “Dilbert” Why is it that some people can see a problem and make a decision on how to fix it in a matter of minutes, and others...
