by Paul Rutter | Customer Service
Your customers, as well as your employees, should be raving brand ambassadors. You want everyone singing their praise of your product, service and selection. Recently, I wrote about the four building blocks that set the tone and standards for ensuring a culture for...
by Paul Rutter | Company Culture, Customer Service
“A player who makes a team great is more valuable than a great player.” ~Coach John Wooden In the sports world, teamwork is everything. Except for maybe tennis and golf, which are individual sports, but that’s another story. A team cannot win with a bunch of...
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 Service
Staying in business is more challenging today than it has ever been. You may not always be able to undercut a competitor’s price, but you can always do a better job serving the customer. My book Repeat Business Inc.: The Business of Staying in Business offers 50...
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...
