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...
by Paul Rutter | Customer Experience, Customer Service, External Customer
“The key is to set realistic customer expectations, and then not to just meet them, but to exceed them — preferably in unexpected and helpful ways.” ~ Richard Branson Have you ever stopped doing business with a company or brand because they didn’t live up...
by Paul Rutter | Customer Experience, Customer Service, External Customer
“Motivation is what gets you started…habit keeps you going.” ~ Jim Rohn Being able to resolve customer issues and complaints is one of the top indicators of whether a company will ultimately succeed or fail. When everything goes right with a product or service, the...
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, 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...
