by Paul Rutter | Customer Service
“I could agree with you, but then we’d both be wrong.” ~Oscar Wilde Everyone loves a good quote, at least I do. At their best, they can inspire, motivate and get you on the right path. In business, the best quotes talk about attitude, building relationships,...
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
The travel and hospitality industries are stepping up their game in trying to make their customers their best source of advertising. Making your customers raving brand evangelists is leading to increased profits and customer loyalty. According to Ron Kaufman, author...
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, 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...
