About Podcast
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.
- Growth Journey: The speaker transitioned from a corporate job to entrepreneurship, motivated by a passion for better customer service.
- Consulting Focus: The consulting business aims to improve customer service by offering real solutions instead of generic responses.
- Business Evaluation: The consultant assesses operations, identifies inefficiencies, and develops strategies for sustainable growth.
- Operational Efficiency: Building strong infrastructure, people, tools, and processes to support growth and enhance customer service.
- Customer Retention: Highlighting how exceptional customer service fosters loyalty and drives profitability.
Special Guest: Marianne Rutz, Owner and Founder of Marianne Rutz Consulting
Location: Scotland, UK
Air Date: September 15, 2024
Websites:
- Rutz Consulting: the website of Marianne’s consulting firm where you can sign up for her newsletter.
- Customer Service Made Easy: sign up to get on the waitlist for Marianne’s 4-week program to implement your customer service program.
- Maggie’s Centre: the cancer centre where Marianne received care and support. It’s the charity that her company now actively works with.
Podcast:
- Operational Excellence Show: Marianne’s podcast tailored to the back-office operations of contact centres.
Video:
- Check out Berthine Crevecouer West & Alicia Butler Pierre on Marianne’s Operational Excellence Show!
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.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. 
