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Why Listen

Step into the world of exceptional customer service with Paul Rutter, who brings a wealth of experience from the cruise industry to show how living with your customers 24/7 can reshape the way you think about service and customer connections. In this episode, valuable for Customer Value Managers, Paul discusses the direct impact of continuous customer interaction on improving products, services, and overall customer satisfaction. His practical insights offer a fresh perspective on enhancing customer engagement, loyalty, and team dynamics for business success.

Key Insights

  1. Creating Memories Beyond Expectations: The importance of exceeding customer expectations to create unforgettable memories, fostering loyalty.

    “We’re in the memory making industry. We create memories… we want those memories to be wonderful.”

  2. Empathy in Crisis Management: It’s not just about solving the problem but how you make the customers feel during the process. Empathy and clear communication are your best tools.

    “We have to understand customers’ disappointment and look at it from their point of view and sort of put our feet in their shoes and walk a mile in their shoes and understand that they are very disappointed.”

  3. Relationship Building: The value of building personal relationships with customers to foster loyalty and repeat business, when customers choose services based on their connections with individuals.
  4. Transparent and Timely Communication: The critical role of honest and timely communication in managing customer expectations and maintaining trust.

    “Customers can handle bad things. They just don’t want to be lied to… They want to be told the truth.”

  5. Active Listening and Respect: Listening actively to customers and respecting their perspectives to enhance service quality.
  6. Empowering Employees for Instant Problem Solving: Empowering frontline employees to make decisions, enhancing customer satisfaction and employee morale.

    “We empower our front line people… Anything under $100, they can take care of it immediately.”

  7. Continuous Training and Development: Ongoing training for maintaining service excellence and adapting to new challenges.
  8. Hiring for Attitude, Training for Skill: The importance of attitude in hiring processes, suggesting that service skills can be taught but the right mindset is crucial.
  9. Leadership’s Role in Shaping Service Culture: The commitment to exceptional service starts at the top and filters through the organization, shaping the culture and practices.

These insights provide a clear framework for enhancing customer relationships and service quality.

Episode Segments

  • Introduction: Paul’s journey and insights into living with customers.
  • Living 24/7 with Customers: The dynamics of constant customer interaction.
  • Team Dynamics: The experience of working and living with colleagues onboard.
  • Customer Service Philosophy: Challenging the notion “The customer is always right.”
  • Practical Strategies: Paul’s approaches to creating a memorable customer experience.

Book Recommendations by Paul

Final Words

Paul’s journey and the wisdom he shares are invaluable for anyone looking to enhance their approach to customer service, whether at sea or on land. His anecdotes are more than just entertaining stories; they’re lessons in the delicate art of human interaction, empathy, and the ever-important customer experience.



#CustomerService #CustomerExperience #CustomerValueManagement #CustomerRetention #BusinessStrategy #CustomerLoyalty #ServiceExcellence #Leadership #Management #Hospitality