A Note from Ruby Read More Special Offer: "Explosive Training (and Savings) with Ruby" Read More Feature Article: "What Did you Learn from your Customers Last Year?" Read More Ruby's Webinars Read More Ruby Recommends Read More	June 30, 2009 Volume 6, Issue 5 Sign up for this Newsletter or Read Past Issues
"Helping organizations make exceptional customer service a way of life through consulting, training and keynotes."

When this arrives in your mail box, I will be attending the Association of Luxury Suite Directors Conference. I will present 4 programs and get to rub shoulders with many leaders in the premium ticket market, mostly in the sports and entertainment industry. We will tour the best venues in Dallas and learn from the typical banter that goes on between sessions.

In preparation for one of my sessions, I updated my research on Customer Loyalty which prompted the article below ... What Did you Learn from your Customers Last Year? I will be on the road the rest of the month: Vancouver, New York City, CT, Phoenix and Boston. Some business and some fun! In between the trips, I will be planning my next webinar so watch for an announcement on that soon! In the meantime, here's to a great summer! Enjoy yourself! Your fan,

Ruby Newell-Legner, CSP

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The last year has been a challenging year for business. Budgets have been tightened and expenditures have been deliberated and prioritized more than ever before.

As we contemplate all those assessments, I wonder how much the voice of the customer has played in the end result. Now more than ever, our customers are also deliberating their investments and making choices that impact our bottom line. With that in mind, let's look at some research that should help us make solid decisions.

According to the American Society of Quality - 68% of customer defections occur because customers perceive "an attitude of indifference." This statistic is one that I include in my customer service quiz in my training workshops. Most often, participants get the percentage wrong and can't believe it is so high. That leads to much discussion over what might cause that "attitude of indifference" that makes customers defect.

I believe it is usually caused by an unengaged employee who is either in the wrong position or not trained for their job. They leave an impression with the customer that they really don't care about the outcome of the customer's experience or don't show initiative to find out how they can help improve a customer's situation.

In some cases, it is the company itself who creates unfriendly policies and refuses to acknowledge the customer when something goes wrong. In those cases, the customer doesn't feel like the company cares about their investment or worse yet, it appears that the company doesn't care if the customer ever comes back in the future.

According to Forrester's 2008 Customer Experience Index, the correlation between customer experience and loyalty has increased in every industry. One of my favorite Mega Warehouse stores watches their customers' behavior and makes adjustments accordingly.

This retailer pays attention to our habits. Instead of making us stand in line at the snack bar, they conveniently place a "large drink" cup dispenser on the pole at the merchandise checkout stand - at eye level. We can pay for the "cup" as we check out and skip the snack bar line. We can walk directly to the drink dispensers and "fill 'er up" as we leave the store. I have to admit, after my lengthy trips to the mega store I am always a little parched at the end of the shopping extravaganza.

I wonder who suggested the cup dispenser. Most importantly, I wonder who listened to the suggestion to improve my shopping experience.

What are your customers telling you? Are you listening and watching so that you can keep their business? Are you asking staff on the frontline for suggestions like the "cup dispenser?"

Let me know what your customers taught you this year! My next webinar will be all about those lessons.

Remember, better customer insight leads to a better bottom line.

© 2009 RubySpeaks, Inc. You are free to reprint or share this article providing you include Ruby's copyright information, leave it unaltered and include Ruby's contact information on the page.

1. Calling all associations Are you searching for ways to provide the best opportunities for your members? Have you wondered how to best meet your members' needs? Do you provide cutting edge learning sessions to ensure that your members remain loyal to your association through difficult economic times? Are you asking yourself "What can I do to increase my level of service?" Stay tuned for more information about this exciting learning opportunity! 2. Ruby's past webinars You are invited to view any of Ruby's past public webinars at: http://www.rubyspeaks.com/webinars/webinar-20090310.html Sit at your desk, watch Ruby's slides on your computer and listen to Ruby share ideas to help you. No software needed!

GuestAssist

GuestAssist is a web-based communications service that enables one-to-one text messaging communications between fans and guests and central stadium or facility operations. A stadium guest in need of assistance may use their mobile phone to text a stadium- or event-specific keyword to a designated 5 digit phone number. Each request is instantly routed to the GuestAssist web-based Communications Center.
Stadium or Event operations personnel can monitor and respond to guest inquiries on a real-time basis and dispatch support, security or medical staff to the guest's location as needed.
Tell them Ruby sent you! Request More Information

Jun. 29 - Jul. 2, 2009	Speaker and Moderator, Association of Luxury Suite Directors Conference Dallas, TX
Jul. 3-6, 2009	Attending workshop Vancouver, British Columbia, Canada
July 8, 2009	Trainer, Town of Parker Parker, CO
Jul. 12-14, 2009	Trainer – General Electric Information Management Leadership Program Danbury, CT
Jul. 18-21, 2009	Attending Conference, National Speakers Association Phoenix, AZ
Jul. 24-28, 2009	Attending Conference, International Association of Assembly Managers Boston, MA
Aug. 23-24, 2009	Presenter - Oreck Franchise Services, LLC Annual Franchisee Convention Nashville, TN

Recognized as a leading provider of staff development programs for the Leisure Industry, Ruby Newell-Legner has designed and presented more than 1800 programs in nine countries.

Ruby offers customized learning programs, targeted to supervisors and front line staff. As an award-winning, international speaker, Ruby works with organizations to build better relationships: from front-line employees to customers, from co-worker to co-worker, and from supervisors to the employees they supervise. She helps participants refine skills that make relationships work.

Whether you are building a new team, or looking to rejuvenate your existing staff ... Ruby can help. To check Ruby's availability, call today at 303-933-9291 or send us e-mail Info@RubySpeaks.com

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