501 WAYS TO ROLL OUT THE

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1 REGARDLESS OF BUDGET AND TIME CONSTRAINTS, EVERY BUSINESS CAN DELIVER RED CARPET SERVICE Whatever your job, providing an outstanding experience for your customers is critical to the survival of your organization. Not only do today s customers have more choices, but, thanks to social media, they also have a more influential voice than ever before. A study by Harris Interactive in 2011 determined that 89% of consumers quit doing business with a company (and went to a competitor) because of a bad customer experience. The problem is: Who has the time? Most business owners of small and large businesses are seriously strapped for time and some are even strapped for cash. Champagne dreams on a beer budget! How can business owners come up with unique and exciting ideas for their customers while still tending to their thousands of responsibilities? That s where Donna Cutting, a stage actress turned business writer-speaker-consultant, and her new book come in. 501 Ways to Roll Out the Red Carpet for Your Customers: Easy-to-Implement Ideas to Inspire Loyalty, Get New Customers, and Leave a Lasting Impression is power-packed with proven, ready-to-implement action ideas to enhance the customers' experience. The book contains examples from a variety of fields, from healthcare, banking, and entertainment to small business, retail, and entrepreneurial ventures. In 501 Ways to Roll Out the Red Carpet for Your Customers Cutting gives tips on how to: Make "red-carpet service" a first and lasting impression. Get your team "red-carpet ready." Inspire positive word-of-mouth by delivering wow. Handle service recovery with style. Employ creative marketing ideas and social media savvy. The book even concludes with a 30-day plan to prompt and help the reader put everything into action. Using the plethora of tips, tricks, and techniques in 501 Ways to Roll Out the Red Carpet for Your Customers, you don't have to reinvent the customer-service wheel -- just roll out the red carpet!

2 MAKE A PLAN, TAKE ACTION, AND ROLL OUT THE RED CARPET! Less a why is customer service important book and more a how to deliver great service book, 501 Ways to Roll Out the Red Carpet for Your Customers provides the reader with 501 actionable tactics and ideas for providing exceptional customer service as well as organizational strategies for hiring, onboarding, and training staff. Have them at Hello and Keep them at Goodbye A stellar first impression is important, but it s the lasting impressions that really count. Remember that every moment counts and customers should be treated like stars. Whether your interactions are via or in person, it often only takes a thoughtful gesture to Have them at Hello and Keep them at Goodbye. Get Red Carpet Ready Every single person makes a difference and every interaction counts. Your customer service is only as good as your least engaged employee. You must have a strategy in place for hiring the right people and educating them well on your culture and standards. And excited and engaged team equals delighted customers! Make Movie Moments Donna calls moments that completely WOW your customers: Movie Moments. Creating Movie Moments that elicit a positive emotional response and make your customer see your business in a whole new light will not only earn you loyal fans, but a virtual sales force for your business as well.

3 MAKE A PLAN, TAKE ACTION, AND ROLL OUT THE RED CARPET! Cut! Take Two Whoops you made a mistake. Best to cover it all up and pretend it never happened, right? Wrong! How you recover and respond to mistakes made can make the difference between an angry loose cannon and a raving fan. Standing Ovations for Staff How do you get people who have never received red-carpet service to give red-carpet service? You must model it for them by providing your employees with a little 5 star treatment of their own! Build Buzz Social media, events, contributions today, there are countless available platforms for creating red-carpet experiences that when used effectively both engage your fans and give them an easy way to rave about your company and staff everywhere! Step Over the Velvet Rope Commit yourself to doing a little be extra. You must step over the velvet rope like George Clooney ask me about my George Clooney story! and engage your customers in a way that your competition won t. If you roll out the red carpet and step over the velvet rope, you can t help but create movie moments for your customers!

4 DONNA CUTTING: FOUNDER AND CEO (CHIEF EXPERIENCE OFFICER) For almost two decades, Donna has been inspiring audiences and leading teams to roll out the red carpet for their customers. She s the author of two books, including 501 Ways to Roll Out the Red Carpet for Your Customers: Easy-to-Implement Ideas to Inspire Loyalty, Get New Customers, and Leave a Lasting Impression (Career Press, 2015), and The Celebrity Experience: Insider Secrets to Delivering Red Carpet Customer Service (Wiley, 2008). As the Founder and CEO of Red Carpet Learning Systems, Inc., Donna has built a team of experts who help clients increase employee engagement, improve internal communication, get better customer service scores, and earn sales through the customer experience. She s an active member of the National Speakers Association, and a Certified Speaking Professional (CSP); a designation held by less than 10% of professional speakers worldwide. When not on stage, Donna can be found in her home of Asheville, NC with her husband Jim and their rescue dogs, Moxie and Tonks. She loves hiking, running, enjoying local cuisine, and supporting the local theatre in Western North Carolina. 501 Ways to Roll Out the Red Carpet for Your Customers: Easy-to-Implement Ideas to Inspire Loyalty, Get New Customers, and Make a Lasting Impression Paperback: 256 pages Publisher: Career Press; 1 edition (December 21, 2015) Language: English Subject: Business Format: Paper ISBN-13: Price: $16.99

5 Press Release Red Carpet Learning Systems Contact: Brandi Hand Phone: (503) or (800) Donna Cutting Red Carpet Learning Systems For Immediate Release A HOW-TO BOOK MAKES PROVIDING RED-CARPET CUSTOMER SERVICE A REALITY FOR BUSINESSES LARGE AND SMALL November 2015 ASHEVILLE, NC Ways to Roll Out the Red Carpet for Your Customers: Easy-to-Implement Ideas to Inspire Loyalty, Get New Customers, and Leave a Lasting Impression by Donna Cutting, CSP is a how-to book for business owners large and small who want to deliver an unrivaled customer experience. 501 Ways provides the reader with 501 actionable tactics and ideas for providing exceptional customer service as well as organizational strategies for hiring, onboarding, and training staff. The book concludes with a 30-day plan to prompt and help the reader put everything into action. Says Donna, "My goal was to give readers ideas they could immediately implement to improve their customers' experience, as well as to jumpstart their own creativity. Many of the companies featured are seeing great results from their focus on service and prove that if they can do it, you can do it too!" Cutting collected and analyzed hundreds of strategies from the very best in their fields and the result is 501 ways that business owners can take action now and provide exemplary customer service regardless of time and money restraints. The book contains examples from a variety of fields including healthcare, hospitality, and entertainment to small business, retail, banking and entrepreneurial ventures.

6 Included in the book are ways that every business can - Make a first and lasting impression Hire and build an excited and engaged staff Inspire positive word-of-mouth Handle service recovery with style Employ creative marketing ideas and social media savvy. 501 Ways to Roll Out the Red Carpet for Your Customers is available online to preorder, and will be available in stores on December 21, For information on the book visit: www. ### Red-Carpet Learning Systems, Inc. helps leaders in service industries turn prospects into customers and customers into raving fans! Our team of customer service experts provides training and tools to help you define and design a company culture focused on customer delight and delivering a red-carpet experience. 501 Ways to Roll Out the Red Carpet for Your Customers is power-packed with proven, ready-toimplement action ideas to enhance your customers' experience. You'll find examples from a variety of fields, from healthcare, banking, and entertainment to small business, retail, and entrepreneurial ventures. Donna Cutting, CSP is the author of The Celebrity Experience: Insider Secrets to Delivering Red-Carpet Customer Service (Wiley, 2008) and the forthcoming book, 501 Ways to Roll Out the Red Carpet for Your Customers: Easy-to-Implement Ideas to Inspire Loyalty, Get New Customers, and Make Lasting Impressions (Career Press, 2015). An in-demand speaker on the topics of employee engagement, customer experience, and workplace culture, Donna can be reached at

7 SUGGESTED INTERVIEW QUESTIONS 1. Why is delivering red-carpet customer service more important now than ever before? 2. In your book you state that news of a bad customer experience reaches more than twice as many ears as praise for a good customer experience. How can you make positive moments go viral in the same way that negative moments do? 3. You talk about movie moments in your book. What is a movie moment and do you think even small businesses can deliver them? 4. Can you give examples of how a business might deliver champagne customer service on a beer budget? 5. Most business owners face major time constraints. Give an example or two from the book of quick and easy ways that a business owner can wow their customers. 6. It sounds wonderful to be able to deliver this kind of experience to customers, but how do you get your staff on board? 7. How do you get people who have never received red-carpet service to give red-carpet service? 8. The goal is always to provide great service, but mistakes inevitably happen. What do you suggest businesses to do when they ve messed up? 9. You also talk about stepping over the velvet rope in the book and use your experience with a very famous movie star as an example. What do George Clooney and customer service have in common?! 10. What is the best customer service experience that you personally have had, and why was it so special?

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