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 | Customer Service, External Customer
“You don’t need permission from a boss to make a customer feel great.” ~Jeffrey Gitomer While consumers are finding ever more ways to let companies know their complaints, there needs to be a revolution in how companies can be creative to personalize More Than Perfect®...
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 | Company Culture, Customer Service, External Customer, Internal Customer
“If people believe they share values with a company, they will stay loyal to the brand.” ~ Howard Schultz Growing up, I played Little League baseball for a team called Guthrie’s. What is a Guthrie you may ask? I have no idea! It was the name on our jersey, and all I...
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...
