In this episode, I share my interview with Paul Rutter, a celebrated customer experience expert who’s been recognized by USA Today, ABC, NBC, MarketWatch, and FOX. Over the past three decades, Paul Rutter has managed and guided some of the largest and most luxurious cruise ships in the world, where living with his customers, clients, and coworkers is a way of life. Speaking frequently to leaders around the globe, Paul asks a singular question: 

“Could YOU or YOUR company survive if you had to live and work with your customers, clients, and coworkers?”

His time on the high seas has taught him that through approaching customer service with the intent to exceed his customer’s expectations, rather than just meet them, creates higher levels of customer satisfaction, retention, loyalty, and repeat business. Perfect is the starting line, not the end goal. 

He’s also the author of bestseller “You Can’t Make This Ship Up”, a hilarious look at the lessons he’s learned at sea and now applies to land-based businesses. 

In this episode, we’ll be covering:

• Why should every single customer experience is critical for a business owner
• How the customer experience also positively impact team morale and help a business owner attract the best employees
• Where to start if you want to begin improving your customer experience
• …and more!

Sparkle Award:

Octave Jewelry – https://instoremag.com/octave-jewelry-wins-2022-halstead-grant/

News Articles:

New Email and SMS Marketing Reports Showcases Their Value to Brands – https://www.mytotalretail.com/article/new-email-and-sms-marketing-reports-showcases-their-value-to-brands/

Marketers ramp up promotions to curb expected holiday lows, survey says – https://www.retaildive.com/news/holiday-marketing-promotions-shopping-inflation/633736/

Pinterest Provides New Insights for Marketers – https://www.socialmediatoday.com/news/pinterest-provides-new-insights-for-marketers-updated-conversions-api/634209/

More about Paul Rutter:

https://www.paulrutterspeaks.com/

Transcript: https://joyjoya.com/jewelry-customer-experience