Ep. 4: How Marianne Rutz Helped a Furniture Company Exceed Their Target Revenue

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Marianne Rutz, Europe’s leading customer support expert, started her career in 1999 at Hertz’s contact center. She was well-suited for the role as she has a background in travel and tourism. After gaining more experience in operations, she faced a difficult and unexpected battle with cancer.

Undeterred, Marianne project managed her way through the rounds of treatment and upon winning this battle, she decided to start a business. Her consulting firm began with a desire to make customer service a better place by turning frontline customer service divisions from cost centres to profit centres.

When one of her retail clients began to struggle with providing quality customer service during the COVID-19 pandemic, they sought Marianne’s expertise. With her guidance, the client saw remarkable improvements and unexpected revenue growth. In this latest scale tale, Marianne shares how this transformation took place.

Episode Info

Special Guest: Marianne Rutz, Owner and Founder of Marianne Rutz Consulting

Location: Scotland, UK

Air Date: September 15, 2024

Transcript

But, you know, I love the customer service industry. I think it’s, it’s a great place to make people stay, but if I can make that to a customer that has a problem to a team leader who didn’t know what to do to a CEO who says hi, I don’t know how to take this forward, then I’m happy.

It’s not everyday you hear someone say they love the customer service industry. Think about it…have you ever tried calling a customer support center? It can be frustrating, especially when you get different answers to the same question.

This is Scale Tales, a business storytelling podcast where people share moments when they achieved extraordinary scale. I’m Alicia Butler Pierre and that was Marianne Rutz you heard expressing her love for customer service. That’s because she knows what it takes to do it well. And soon you’ll hear a story from her about how she does it.

This episode is brought to you by Equilibria, Inc. Equilibria provides training to assist fast-growing companies in documenting and improving their key processes for maximum operational performance. Visit EQBsystems.com to learn more. That’s EQBsystems.com.

I’m proud to call Marianne Rutz a friend. She specializes in revolutionizing the operations of contact centers and its earned her the distinction of being a leading specialist in Europe. She’s going to share the time she applied her framework to turn around a company’s poor customer service rating and sales when the world was on lockdown.

This is Ep. 4: How Marianne Rutz Helped a Furniture Company Exceed Their Target Revenue

Credits

Producer & Host: Alicia Butler Pierre
Audio Editor: Olanrewaju Adeyemo
Sound Design: Sabor! Music Enterprises
Video Editor: Gladys Jimenez
Show notes: Erika Ve Revilla
Sponsor: Equilibria, Inc.

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Bios

More About Guest, Marianne Rutz:
As Europe’s leading multi-lingual contact centre expert, Marianne has a proven process to improve front-line and back-office operations leading to more profits and happier customers. Gain step-by-step insights into her formula.

As the founder and owner of Rutz Consulting and a career spanning 20 years in Operational Excellence, I have secured myself as a thought leader and recognised figure within the Contact Centre industry. My mission and passion is helping Contact Centre leaders to transform their operational delivery through their company’s vision, values and culture to engage and empower employees to deliver a truly excellent customer experience.

More About Host, Alicia Butler Pierre:
Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc.. Her career in operations began over 25 years ago while working in various chemical plants and oil refineries. She invented the Kasennu™ framework for business infrastructure and authored, Behind the Façade: How to Structure Company Operations for Sustainable Success. She is the producer of the weekly top 2% Business Infrastructure podcast with a global audience across 70+ countries.

Alicia is also an adjunct instructor of Lean Principles at Purdue University and serves as the USA Chair of the G100’s Micro, Small, and Medium Enterprises. The Process Excellence Network recognized her as a Top 50 Thought Leader in Operational Excellence. A chemical engineer turned entrepreneur, she’s designed and optimized processes for small businesses, large enterprises, non-profits, and government organizations alike.

More About Sponsor, Equilibria:
Equilibria, Inc. is an 19-year-old boutique operations management firm. We build the business infrastructure necessary for fast-growing businesses to scale with less pain. With a range of services and products, entrepreneurs can get the operational support and resources they need on demand.