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 Service
“Dealing with employee issues can be difficult, but not dealing with them can be worse” ~ Paul Foster With deference to the 1970 Donny Osmond smash hit, “One bad apple can spoil the whole bunch.” (If you have no clue who or what I’m talking about, ask your...
by Paul Rutter | Customer Experience, Customer Service
“This year, let’s resolve to make better bad decisions”. ~Anonymous It’s the New Year, and that means we make resolutions that we sometimes keep for as long as a day, a week or (if we are really determined) even a month. And then it’s back to the same old same old....
by Paul Rutter | Customer Experience, Customer Service
“Feeling gratitude, and not expressing it, is like wrapping a present and not giving it.” ~William Arthur Ward It’s the holiday season, full of good cheer! Peace on earth, good will toward men (and women!). It’s also the most hectic and (sometimes) most stressful time...
by Paul Rutter | Customer Experience
There are any number of ways to track customer feedback, and there are any number of metrics you should be tracking. As the technology develops, it will become easier to decide which metrics are worth tracking in order to deliver the optimum service or amenities your...