210: Scale Tales | Uncharted Territory – How Marianne Rutz Grew a Retail Company’s Revenue Through Excellent Customer Support

Business Infrastructure - Curing Back Office Blues

As Europe’s leading contact centre expert, Marianne Rutz knows all too well the roller coaster of entrepreneurship. Her career in customer support began in 1999, quite by accident when she accepted a project manager position with Hertz in their contact centre.

Leveraging her background in travel and tourism and the interactions she had with people made her a natural fit for this position. Eventually, her determination to showcase more of her leadership skills found her at another company where she picked up more operations training. Everything was going well until an unexpected event happened…

Cancer.

Not one to give up easily, Marianne project managed her way through the rounds of treatment and upon winning this battle, decided she’d 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.

This has led to some interesting clients, one of whom got inundated with calls during the pandemic. Plagued with poor customer reviews, Marianne and her team guided them through her framework to achieve transformative results. In this episode, you’ll hear Marianne tell the story of how this transformation took place and led to a revenue that no one expected!

📝 Marianne’s Resources & Show Notes: https://www.eqbsystems.com/podcast/210-scale-tales-uncharted-territory-how-marianne-rutz-grew-a-retail-companys-revenue-through-excellent-customer-support

❓ Got questions? Send them to me on Twitter or LinkedIn.

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