Show cover of The Operational Excellence Show

The Operational Excellence Show

Join Marianne Rutz and world-renowned leaders in the contact centre industry for the Operational Excellence Show. Dig deep into the industries hot topics and gain valuable advice, insights and wisdom.

Tracks

Episode 141 - OPEX- Leading Gents - Dave D’Arcy - Laughing Leadership is Leadership a Laughing Matter
As I record this episode on 22 May 2023 - Dave D’Arcy who is well known in the employee engagement & leadership world is launching his own business. We discuss the aspects of leadership beyond Net Promoter Scores, Trust Pilot or Google reviews!  With his experience in the Corporate World, Dave is bringing Leadership Skills and Fun at work, putting your employees first, together!   Links: LinkedIn: https://www.linkedin.com/in/davemdarcy/ Web: https://www.davedarcy.co.uk/ Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production
35:54 5/31/23
Episode 140 - OPEX - Chasing Dreams and Achieving Goals - Cheers to Rutz Consultings 5th Birthday!
Monday, 24th April marked the 5th anniversary of Rutz Consulting limited! Yeah - We made it to 5 years in business! We registered our limited company 5 years ago!  In this episode we look at some of the reasons why 20% of businesses fail in their first year and 60% of businesses go bust in the first 3 years of trading! What are the pitfalls to avoid & how we managed to deal with some of the difficult scenarios of the past 5 years. Enjoy!   Links: https://fundsquire.co.uk/startup-statistics/ https://www.nerdwallet.com/uk/business/start-up-failure-statistics/ Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production
24:33 4/26/23
Episode 139 - OPEX - Navigating the Identity Maze as an Individual, a CEO and a Thought Leader
Today's podcast is of a rather personal nature! This is for two reasons:  You might be a new listener to the operational excellence show and wondering who I am, where I came from and what we do at Rutz consulting Over the past 6/7 months I have been doing some deep work for myself and for the business - today I’m sharing this with you. Join me as I deep dive in to the difficulties many consultants face with their own identity, that of their business' & the importance of discovering your individual unique qualities & what it means to your personal, career & overall success .  Links: Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production
23:59 4/20/23
Episode 138 - OPEX - Foundation Series - BONUS EPISODE - Customer Service Delivery Made Easy - HOW TO BECOME A BETTER LEADER
In today's bonus episode of the foundation series "Customer Service Delivery Made Easy" I’m talking you through how you can become a better leader in 9 simple steps! Resources: We have created an amazing downloadable workbook for you - covering the content of this foundational series! Go and DOWNLOAD IT HERE… Links: Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production
23:33 4/12/23
Episode 137 - OPEX - Foundation Series - Customer Service Delivery Made Easy - Week 4 - SHOW ME THE MONEY IN CUSTOMER SERVICE
Today it’s all about cash! Show me the money in your customer service delivery!   Resources: We have created an amazing downloadable workbook for you - covering the content of this foundational series! Go and DOWNLOAD IT HERE… Links: Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production
33:07 4/5/23
Episode 136 - OPEX - Foundation Series - Customer Service Delivery Made Easy - Week 3 - DO NOT OPERATE IN SILO
Today's teaching is well and truly focused around your customers!  And remember - we are customers of each other! We are not designed to operate in silos!    Resources: We have created an amazing downloadable workbook for you - covering the content of this foundational series! Go and DOWNLOAD IT HERE… Links: Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production
32:14 3/29/23
Episode 135 - OPEX - Foundation Series - Customer Service Delivery Made Easy - Week 2 - THE BACKBONE OF OUR ORGANISATION… THE OPS HANDBOOK
Today we are discussing the importance of recording why you and your team are doing what your doing!  Most of our clients struggle to produce an operational manual or ensure they have systems in place that allow the business to run, even if some key stakeholders are not available!   Resources: We have created an amazing downloadable workbook for you - covering the content of this foundational series! Go and DOWNLOAD IT HERE… Links: Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production    
28:51 3/22/23
Episode 134 - OPEX - Foundation Series - Customer Service Delivery Made Easy - Week 1 - 3 POWERFUL STEPS TO ENSURE YOU HIRE THE RIGHT PEOPLE!
Today is the first instalment of our foundational series "Customer Service Delivery Made Easy" Over the next four episodes I will be looking at some of the basics & will be sharing insights, tips & tricks to help set up your Customer Service Delivery for success.  In this episode I’m going to lay out a powerful 3 step approach to ensure your People aspect is covered from day 1!    Resources: We have created an amazing downloadable workbook for you - covering the content of this foundational series! Go and DOWNLOAD IT HERE… Links: Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com Website: https://rutzconsulting.com/ This Podcast is produced by: Andrew Madden Photography & Media Production
29:08 3/15/23
Episode 133 - OPEX - Leading Ladies - Wendy Sellers - The HR Lady
Becoming and remaining an Employer of choice - that’s a tough order nowadays!  I’m discussing this topic with Wendy Sellers, the HR Lady, who boldly claims… Your People are My Business!    Topics such as Retention, the importance or nuisance of employee surveys, the silent resignation and so many more hot potatoes in the HR world are discussed and assessed! People leave bad Managers - that’s a daunting truth! So - what do you have to do to save your manager? And how do you deal with layoff’s?    Links: LinkedIn: Wendy Sellers Web: The HR Lady Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production  
39:12 2/8/23
Episode 132 - OPEX- Leading Ladies - Marybeth Gregg
My Guest today is Marybeth Gregg, the Founder and President of The International Centre for Women’s Leadership and Author of Bestseller “How to soar with a broken Wing”. International consultant, coach, author, entrepreneur, mother, great friend, fun seeker, and adventurer. Marybeth Gregg is the President and Founder of The International Center for Women's Leadership. Throughout her 30+year career, she has worked in human development for several global corporations, providing coaching and transformational performance programs for individuals and teams. We discuss the importance of showing up and not being limited by low self esteem or self belief, which Marybeth covers in her joy circle. Her bestselling book how to find tiny moments of joy even when things get really tough carries more weight than ever before as the world is changing so fast, we can’t keep up! LinkedIn: MaryBeth Gregg How to Soar with aa broken Wing on Amazon Women’s Joy Circle Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production
37:22 2/1/23
Episode 131 - OPEX - Where is your customer Service going Wrong?
When was the last time you experienced excellent customer service? In this episode I discuss how customer experience is evolving, changing, the possible reasons behind this & whether or not it is for the better of the customer.  In my research, I stumbled upon a Forbes article that was released in December 2022, discussing 10 Customer Service Predictions for 2023 Join me as I delve in to the changes many industries are discovering for their customer experience & how to ensure your business is on the correct side of these changes. Links Article - Ten Customer Service And CX Predictions For 2023 (Part One) (forbes.com)   Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production
16:20 1/26/23
Episode 130 - OPEX - Perspective is Key
We all have difficult times in service delivery! And guess what, delivering a service is inconvenient! But what when your vision is clouded, when you feel lost, a fraud, hurt, joyless or simply just had enough?  In this episode we talk about perspective gained from looking back with a grateful heart.  I share with you why applying the listening ear is so important for us entrepreneurs!  I will explain how to follow your roadmap (the current one) - until you get your vision back! We discuss why you shouldn’t change a recipe or a winning team when you are in the wilderness And we discuss how to keep close to your North Star! Even in the wilderness.  Links: Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production
13:53 1/19/23
Episode 129 - OPEX- Leading Gents - Ken Babcock - It Takes Two To Tango
My guest today is the co-founder of Tango! Not the Dance! Or a Dance Studio…. But an amazing tool to map out & write out processes in your organisation! In our Contact Centre Industry we live and breath processes and process improvements! We love it, I love it! Yet when it comes to documentation of said processes; the “How to” - then I often times find that these so important documents a) don’t exist b) are not complete c) are outdated! Tango will allow you to get on top of your process mapping! Ken’s promise is “you can create guides in seconds” Links: Tango: https://www.tango.us/ Ken on LinkedIn: https://www.linkedin.com/in/kenbabcock/ Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production
35:24 1/11/23
Episode 128 - OPEX - Happy New Year 2023 - Revisit - Your daily 15 minute fix to success
Happy 2023 listeners! After the festive holidays & as everyone around the world starts to think of their new years resolutions it got me thinking about & the daily 15 minute fix to success.  Today I revisit & recap on an earlier episode where I discussed how there should be ONE hack we must all do every single day! If there is one hack for success then this is the one.  You will also learn... How knowing your leadership Style and your Kolbe support your teams performance
 How you can have ONE hack conversations with all your team members
 How to address the strengths or the lack of performance with your team members in 15min every day
 How to schedule a Power Hour


   Links:   Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com Website: https://rutzconsulting.com/ Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/ LeapAcademyInternational: https://leapacademyinternational.com/product/team-turn-around-bootcamp/ Eisenhower Matrix: https://drive.google.com/drive/u/0/folders/1nG8kDyVULfbsEDBib_qxECJrkBP-Ikmo   This Podcast is produced by: Andrew Madden Photography & Media Production  
22:48 1/4/23
Episode 127 - OPEX - Queens fix each other's Crowns
In early December I held our very first boutique planning workshop - “Fix your Crown”!  A completely different approach to Planning for Success in 2023!  We looked at Our Financial Performance of 2021 and 2022 Deeply rooted, honest truth bombs about what we love and hate in our businesses What really matters to us - and it’s not the One Million Dollar Revenue! Now from a position of knowing - we created the goals for 2023!  This episode is packed with tipps and real life experiences! Let me know by email whether you wish to be part of the next “Fix Your Crown” workshop! I’d love to host you!  Links: Podcast by Elenor Beaton: Episode 444 - What is a Jewel Business Book Recommendation: 1 Million Dollar Consulting by Alan WeissRESET your Mindset by Natalie EckdalMeant for More by Mia Hewett Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com Website: https://rutzconsulting.com/ Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/   This Podcast is produced by: Andrew Madden Photography & Media Production  
22:49 12/21/22
Episode 126 - OPEX - Leading Ladies - Harriet Waley Cohen
There is a lot of noise around Diversity, Inclusion, Equality and Belonging out there! And rightly so! Yet - very often women are invited to change! To look at themselves and “fix themselves” - where in fact Harriet talks to us about the root cause of systemic bullying, abuse, career suppression etc. - She demonstrates how some of the issues are deeply rooted in our male dominated leaderboards across all industries. Now - we love men what we don’t love is the acceptance of some of the behaviours we see, some of the “insider friend to friend” favours we see and the devastating impact this can have on women, their careers, their wellbeing, their self worth. Harriet is a certified Victim Focus trainer on a mission to bring our beloved men on board of the change we need to make! Links Harriet Waley Cohen: https://www.harrietwaleycohen.com/ Harriet on LinkedIn: https://www.linkedin.com/in/harriet-waley-cohen-speaker/   Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com Website: https://rutzconsulting.com/ Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/   This Podcast is produced by: Andrew Madden Photography & Media Production
36:37 12/14/22
Episode 125 - OPEX - Leading Gents - Growth in Real Estate & Business with Cesar Hasslemann
Cesar Hassemann started his first business when he was just thirteen years old! - He built the small DJ Business up until at the age of 16 his friend and business partner got very ill - and died at the age of 18! Cesar made a lot of money in his home country Brasil. He arrived in Australia - wondering how on earth could be be successful over there! He went into Real Estate! It’s fascinating to hear how Cesar approaches the business - simple and really very clear cut!  But not only that - he talks about the emotions we carry, he talks about the desires we have to be happy, successful and at ease!    There is some Cesar language in this podcast - provocative and very raw & real! Enjoy!   Links: Cesar Hasselmann website: https://cesarhasselmann.com/ Cesar on LinkedInhttps://www.linkedin.com/in/cesarhasselmann/ Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/ Rutz Consulting Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production
40:53 12/7/22
Episode 124 - OPEX - Re-Visit - Through the Lens of a Scottish Whisky Business - with Karen Somerville
The connection between contact centre operations and a family-run Scottish Whisky Business is certainly not that obvious. However - My guest Karen Somerville shares how she had to change and pivot in her business pretty fast, as the world market place changed with Covid-19.She explains candidly how difficult it was at times, but she also shares her 3 key points in crisis management she would always, always ensured are followed through:    Listen to your staff Do your research Don’t get disheartened by feedback (especially negative feedback) If you treat your own operation as if it was your “family business” you will quickly realise that many of the conversations and processes are so much easier to explain and to follow through! Links: LinkedIn: https://www.linkedin.com/in/karen-somerville-aaa99127/ Website: https://www.angelsshareglass.com Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/ Rutz Consulting Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production
37:51 11/30/22
Episode 123 - OPEX - Leading Ladies - Nikki Bradley - BEING your Brand
Nikki is a brand strategist and authentic messaging experts who work with brilliant leaders of leaders…. So people like me coaches, consultants, experts, service based business owners… who are hiding - sometimes in plain sight!  Nikki had a high-flying career…. Until THAT very scary moment happened in her life at the age of 34! Countless 18 hours days created havoc to her health; she had lost sight of what really mattered. So she made a conscious decision to start living in her purpose and completely shifted her business to align with it. A brand is more than pretty pictures, snazzy fonts and great headlines! Nikki leads us very candidly in the direction of connecting your purpose to your brand and integrate all the pieces there are to it! Enjoy!   Links: Nikki Bradley Website: https://nikkibradley.net/ Nikki on LinkedIn:https://www.linkedin.com/in/nikkifbradley/ Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com Website: https://rutzconsulting.com/ Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/   This Podcast is produced by: Andrew Madden Photography & Media Production
40:20 11/23/22
Episode 122 - OPEX - Leading Gents - Paul McCarthy CEO of Snapfix
Today I'm welcoming Paul McCarthy, CEO of Snapfix and yes, it's Snapfix not  SnapChat, as you will hear me calling it! There is a story to this - which Paul will tell himself!  Snapfix is one of the most amazing innovations I have recently seen in technology! There are industries notoriously failing from a maintenance perspective. I give you an example:  I was overnighting in a hotel and the tap in the bathroom was dripping constantly. It kept me awake all night. I probably should have phoned maintenance or at least reception to get it looked at; which I didn’t. If this hotel would have had Snapfix, this wouldn't have been an issue. I could simply have taken a picture! Paul will tell us exactly how his product works, the clients it serves around the globe and the impact Snapfix has on the customer experience! Right there and then!  Links: SnapFix: https://snapfix.com/ Paul on LinkedIn: https://www.linkedin.com/in/paulmccarthyireland/ Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/ Rutz Consulting Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production
30:50 11/16/22
Episode 121 - OPEX - How to prepare for Peak 2022
Peak Season is approaching and with that can come stress, anticipation but also success. This year perhaps brings an extra and great pressure, as the world is dealing with high inflation costs, a war with no end in sight, staff shortages and increasing disruption of services. So how do we prepare? In this episode we delve in to what you can do to be ready for the challenges of the peak season.   Links: Episode 28 OPEX - listen to Episode 28 Course Waitlist: https://rutzconsulting.com/customer-service-course/ Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/ Rutz Consulting Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production
14:33 11/9/22
Episode 120 - Leading Ladies - Kristin Zhivago - Selling the Way Your Customers want to Buy!
Sales…. Arghh - for so many heart centred service providers, Sales is a hot potato topic! We - I include myself - don’t want to sell! We want to serve! Yet how can you truly serve if you don’t sell? My guest today is Kristin Zhivago, President of Zhivago Partners, a digital marketing agency. Krisitn knows her stuff, having spent decades as a revenue coach - helping entrepreneurs to generate revenue, knowing and owning their figures and selling! Kirstin speaks about Mindset Driven Marketing. You need to know the mindset your customer is in. She says it’s quite simple:  Sales is about the desires your customers have, the concerns your customers have and the questions your customers have.  You must listen and speak to them! Zhivago Partnershttps://zhivagopartners.com/ Kristin Zhivago on LI https://www.linkedin.com/in/kristinzhivago/ Book: Roadmap to Revenue on Amazon Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/ Rutz Consulting Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production
38:36 11/2/22
Episode 119 - OPEX - Re-Visit - Talking the Mental Health Truth - with BJ Kennedy
We all know somebody, that knows somebody who suffered from burnout in our very busy and pressurised industry! The 10th October is World Mental Health Day so in homage we decided to re-visit a popular interview that had a big impact upon our listeners. B J Kennedy - spoke with us, so very candidly, about his mental exhaustion in 2010. He was working 84hrs per week in an extremely busy environment - but had his wife buying a new home - one he never even saw before they moved in. Something had to give! This is a very powerful interview. Links LinkedIn: https://www.linkedin.com/in/brian-kennedy-lib-apa-4611b413/ Brian’s Website: https://bjkennomotivation.com/ Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/ Rutz Consulting Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production
44:02 10/27/22
Episode 118 - OPEX - Leading Gents - Ryan Estes of Kitcaster, The Podcast Agency - Celebrating Good Conversation
I love a good conversation! And talking to a fellow podcaster who made celebrating good conversations his bread and butter by creating a podcast agency was no different! Ryan and I share a passion - talking with people and keep them entertained, offer learnings and very practical engagement! In today’s episode we discuss the importance of truly listening to your guests, but also the importance of professionalism without sounding cold or calculated! People crave engagement, love, hand holding! They crave too conversation! You are in for a treat!   Links:Kitcaster https://kitcaster.com/ Ryan Estes on LIhttps://www.linkedin.com/in/estesryan/   Available Courses:  https://marianne-rutz.mykajabi.com/csdeliverylab https://marianne-rutz.mykajabi.com/customer-service-delivery-sprint Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/ Rutz Consulting Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production
38:04 10/12/22
Episode 117 - OPEX - Leading Gents - Sales Solves all Sins with Don Markland
In today’s episode - the fireworks are cracking! My guest Don Markland is an accomplished Sales Trainer - he ranks under the top 3 US online Sales Trainers. Forbes ranks him Number 1 Business Coach, he is an Author of a number of books and he calls himself The Sales Evangelist! As we record this podcast, the UK woke up to a quite difficult economic situation. Don shares with us how small and medium service delivery firms can ride out the storm that’s brewing! He also coaches me personally on my fear of selling! Yes - On Air Coaching! Last but not least - Don shares with us the importance of accountability! Links:   Don Markland on LI: https://www.linkedin.com/in/donmarkland/ Don Markland’s website: www.accountabilitynow.net Don’s Book: The 4C’s of Accountabilityhttps://www.amazon.co.uk/4Cs-Accountability-Unleash-Your-Inner/dp/B08GFSK34G/ref=sr_1_3?crid=1JMLB2UGVH43Y&keywords=Don+Markland&qid=1664370940&sprefix=don+markland%2Caps%2C94&sr=8-3 Instagram: https://www.instagram.com/executivecoach.don/?hl=ur Twitter: https://twitter.com/donmarkland Course Waitlist https://rutzconsulting.com/customer-service-course/ Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/ Rutz Consulting Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production
39:05 10/6/22
Episode 116 - OPEX - What 7 years On A Cancer Journey Have Taught Me, Personally and Professionally
On the 29 September 2016, I got very very angry! I realised that my cancerversary will always be 3 days before my wedding anniversary!  Fast forward 7 years - I’m reflecting on the journey. As a cancer traveller, a wife, a mother (and Oma) as well as a business owner. I’m honoured to be sharing a very personal podcast with you today.    Links: Course Waitlist: https://rutzconsulting.com/customer-service-course/ Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/ Rutz Consulting Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production
20:55 9/29/22
Episode 115 - OPEX - Managing Wealth and Staying True to Oneself - Christine LaFrance O’Byrne
We don’t speak about money and customer service! Nor do we focus on money and customer experience. Whether that’s a British or Swiss or even worldwide phenomenon is really by the by. My guest today talks, lives and breathes money and wealth! Christine is under no illusion - money is a sensitive topic - but she believes in her company, M1, and put the fun back into making money and creating wealth! Her focus lies with the drive to eliminate client pain points and making positive financial outcomes more accessible! Christine was 10 years old when she bought her first stock, sparking a passion for personal finance. She subsequently pursued a career in wealth management including with JP Morgan and Fidelity Investment, before she joined M1 - a high growth fintech company! She is leading a team focused on designing and delivering a seamless client experience and empowering personal financial well-being for over 500k clients.  How she measures success and stays true to herself and M1 mission is uncovered in our discussion today! Links M1 Finance: https://m1.com/ Christine LaFrance on LI: https://www.linkedin.com/in/christinelfob/ Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/ Course Waitlist: https://rutzconsulting.com/customer-service-course/ This Podcast is produced by: Andrew Madden Photography & Media Production
39:47 9/21/22
Episode 114 - OPEX - Leading Gents - Perfect Marketing - is there any such thing? With David Baer
My guest today is David Baer of Baer on Marketing! We all know how often marketing strategies and activities are out of sync with the actual customer experience post sales or service delivery!  We discuss the importance of brand alignment across the entire customer journey.  But also how and why email marketing is so important! Full disclosure - we at rutz consulting are not exactly a great example!  David explains why “One size fits all” is not an effective marketing strategy for solopreneurs or small businesses. Copying what others do might actually damage your brand!  David demonstrates how he works with his clients to find the most effective and profitable marketing strategies for their business!  And not to forget - David’s podcast - More Perfect Marketing!David Baerhttps://www.linkedin.com/in/winebaer/ https://baeronmarketing.com/ Podcast: moreperfectmarketing.com Community: mpmcommunity.com   Course Waitlist https://rutzconsulting.com/customer-service-course/ Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/ Rutz Consulting Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production
42:39 9/14/22
Episode 113 - OPEX - Welcome to Customer Service Delivery Made Easy September 2022
Welcome to Customer Service Delivery made Easy!  Inside Customer Service Delivery made Easy you will gain clarity where your operation is doing really well! And where it does need some work! You will be clear on what your CS Job description needs to look like! You will have a check-list to ensure your CS role is clearly defined, your benefits are explained and your documentation such as right to work is complete and your new advisor knows how they fit into your team! You will know what it takes to deliver operational excellence! You will have a framework for all your processes and procedures (Ops Handbook) and be clear on the key governance structure you will have to follow. You will be very clear how to apply “the listening ear”! What do your customers really say about your service? You will know how many contacts you should put through quality assurance each week and how to do that with ease! And - you will know exactly how you can demonstrate Return of Investment to your C-suit! In these 4 weeks within Customer service Delivery made Easy you will walk away with a detailed Audit knowing exactly where your service delivery stands! And with a toolbox full of checklists, tips and tricks on how to make CS easy! Today we talk about # Mindset of Customer Service # Your Self-Responsibility in Customer Service # Self Sabotage in Customer Service # Perfectionism - why it doesn’t help in CS # Trust the process - your mantra - my mantra # How the course works # Who this course is for You will leave this programme with the belief that you can deliver excellence! Links: Course Waitlist: https://rutzconsulting.com/customer-service-course/ Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/ Rutz Consulting Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production
24:37 9/8/22
Episode 112 - OPEX - Leading Gents - Andrew Wrobel - Engaging in Emerging Europe
My guest today is Andrew Wrobel, Founding Partner of Emerging Europe, a London based growth hub for Eastern European countries! Andrew trained as a journalist, he specialises in location strategy and nation branding, foreign direct investment, technology and innovation, sourcing, technology and innovation, and cross-cultural communications. Andrew runs Emerging Europe’s research and consultancy teams and co-authors the organisation’s flagship annual reports: the Future of IT, the Investment Promotion Report, the Business-Friendly City Perception Index. He is a juror at various international business-related competitions, a location promotion trainer and a media commentator. He has authored and contributed to a number of international business, investment and trade-related publicationsIn today’s episode we discuss the current challenges Eastern Europe are facing, but also what we can learn from them and why we think people there are more resilient, work harder and are more committed to service delivery than in other parts of the world!   Links Andrew Wrobelhttps://www.linkedin.com/in/andrewwrob/ Emerging Europehttps://emerging-europe.com/ Course Waitlist https://rutzconsulting.com/customer-service-course/ Course Waitlist https://rutzconsulting.com/customer-service-course/ Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/ Rutz Consulting Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production
38:23 8/31/22

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