109: Boosting Customer Experience in Contact Centres with Marianne Rutz

Providing excellent customer support is just as important as the goods and services you offer. Effective communication is vital to creating a positive customer experience. Despite your team’s technical acumen, language nuances can erode that experience. This is further complicated when you have an international customer base. That’s where Marianne Rutz comes to the rescue. As Europe’s leading multi-lingual contact centre expert, she 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.

Special Guest: Marianne Rutz, Founder & CEO – Rutz Consulting

Location:  Stirling, SCOTLAND

Show Notes:

Example Call Centre Flowchart:


Related Episodes:

  • Episode 047: Leading a Successful Merger & Acquisition with Karen Walker
  • Episode 094: Retooling Operations for Customer Success with David Ellin
  • Episode 105: Streamlining Podcast Production with Berthine Crevecoeur West


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  • Producer & Host: Alicia Butler Pierre
  • Editor: Olanrewaju Ade
  • Sponsor: rVidi


More About Guest, Marianne Rutz:
Marianne Rutz is the owner and founder of Rutz Consulting, a firm which specialises in helping companies achieve Operational Excellence. With a Master’s Degree in travel and tourism, and over 20 years of experience in leading large operations in the multilingual contact centre world, Marianne’s passion to bring success into firms has shown impeccable results.

Marianne is a Swiss national married to an Englishman and currently lives in Scotland. Marianne travels all over the world within the multilingual contact centre environment implementing her signature LEAP Operational Delivery framework. With a strong passion for people, Marianne also delivers her weekly podcast, The Operational Excellence Show,  to expand her knowledge to her audience. In a world of ever-changing technology and environment, Marianne is keen to ensure businesses follow suit and deliver excellent service to their customers.


More About Host, Alicia Butler Pierre:
Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc. – a 15-year-old operations management consulting firm. Her career in operations began over 20 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.  It is the world’s first published book on business infrastructure for small businesses. Alicia hosts the weekly Business Infrastructure podcast with a global audience across 35+ countries.


More About Sponsor, rVidi:
rVidi is the easy app that lets you communicate via video soundbites in your own time in a public or private group setting. Learn more and download for free at rVidi.com.  Currently available for iOS; Android development coming soon!

066: Diana Wu David’s Pricing Process

As a former Financial Times executive with a background in economics, Diana Wu David knows a thing or two about pricing. The price you charge for your product or service directly reflects its perceived value and is one of the quickest ways to increase profitability. Yet, some find it difficult to raise prices. In this episode, Diana explains her formulaic process for testing pricing strategies that include developing a minimum viable product, segmenting customers, and performing A/B testing.  Breakthrough the psychological factors preventing you from greater profitability.

Special Guest: Diana Wu David, Founder & CEO – Sarana Labs

Location:  Hong Kong

Show Notes:

Diana’s TEDx Talk – The Difference Between Running and Running Free:

Watch the Video Version of this Interview:

Related Episodes:

  • Episode 033: Pricing for Profit with John Ray
  • Episode 032: Running Your Business by the Numbers with Charles H. Green
  • Episode 040: Lowering Overhead & Increasing Revenue with Forrest Tuff

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052: The One Thing You Need to Know About Organizational Agility – Roger Nierenberg

What does an orchestra have in common with your company?  Plenty, according to Maestro Roger Nierenberg.  As CEO, you are the conductor charged with listening and leading to ensure harmonious results.  By seating your team within a live professional orchestra, Roger teaches you how to look at it “as a mirror reflecting how you want to be and how you actually are.”  In this episode, he not only defines what organizational agility is, but also shares the one thing we need to know about it in order to identify root causes of problems, adapt quickly, and perform with less chaos.  Listen as he explains how you can use your voice as an instrument to facilitate teamwork.

Special Guest: Roger Nierenberg, Founder & CEO – The Music Paradigm

Location: New York, NY  USA

Show Notes:

Related Episodes:

    • Episode 008: The Lean Methodology: What It Is & How to Apply It to Your Small Business
    • Episode 034: Developing a Business Strategy for Sustainable Growth
    • Episode 035: Positioning Front Line Leadership for Success
    • Episode 045: Using Organization Design to Drive Innovation with Ron Carucci

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008: The Lean Methodology: What It Is & How to Apply It to Your Small Business

Think the lean methodology is only for large corporations and government entities? Well think again! This episode features John Kamp, an entrepreneur, Lean Six Sigma expert, Project Management Professional, instructor at Purdue University and U.S. Navy veteran. As you can imagine, he has a wealth of experience to draw from and you’ll get a feel for that in this episode. The subject of lean is huge, but John condenses its concept, principles, and methodology into an easy-to-understand definition. He not only shares some of his favorite lean tools, but he also gives great examples of real-life applications. You don’t want to miss this episode!

Special Guest: John M. Kamp, Founder & CEO, The Business Kamp

Show Notes:

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