by Paul Rutter | Company Culture, Customer Experience
“When you’re trying to make an important decision, and you’re sort of divided on the issue, ask yourself: If the customer were here, what would she say?” ~ Dharmesh Shah, CTO of Hubspot You may have heard the term “Customer-Focused Leadership” and wondered what it was...
by Paul Rutter | Customer Service
For all the current and former Boy Scouts around the world, you know the Scout Motto is “Be Prepared.” What the motto means is to be prepared in body and mind to always do the right thing at the right time. For all the business owners and executives around the world,...
by Paul Rutter | Customer Experience
If you read my last blog, you know I am just back from a two-month journey to China and Japan working with some incredibly talented people onboard Royal Caribbean’s Quantum of the Seas. While the majority of our guests were Chinese (97%), the other 3% were...
by Paul Rutter | Customer Experience
In case you haven’t noticed, I’ve taken a break from writing for the past two months (you have noticed, haven’t you?) in order to concentrate on a wonderful opportunity. I had the privilege to lead a wonderful team onboard Royal Caribbean’s Quantum of the Seas,...