Over the past three decades, as a Senior Executive, Paul Rutter has managed and guided some of the largest and most luxurious cruise ships in the world. According to a Cruzely study, cruise lines can make up to $8.2 million in profit per day before the pandemic.

These experiences have taken Paul to speak on stages all over the globe where living with his customers, clients, and co-workers was a way of life.

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, higher levels of customer satisfaction, retention, loyalty, and repeat business can be experienced.

Paul is the author of “Repeat Business Inc: The Business of Staying in Business” and You Can’t Make This Ship Up”, a hilarious look at the lessons leaders use that apply at sea and land-based businesses.

In this episode, Paul shares his lessons learned from his experiences with cruise lines to show us how customer service and loyalty can drive growth quickly. Insights he shares include:

Is the customer always right?
How to create win-win outcomes despite encountering difficult customers
How to use customer service and loyalty to drive growth
The more than perfect service model to help drive customer service and loyalty
Why having good customer service is not good enough
How do you create remarkable experiences
The role of culture and empathy in forming remarkable customer service and loyalty experiences
Customer service metrics to watch
How to reimagine service to drive lifelong loyalty
Why a guarantee of wonderful experiences drives profits
and much much more ....

The K Word