Listening for Smiles from the Frontline at Ruby
Empowering your frontline team to deliver awesome experiences to every customer, every time is a key ingredient to driving repeat business, referrals and growth.
Well, what if your team’s job was to take that one step further - to serve as the virtual frontline for your own customers?
That is exactly the case at Ruby, the live virtual receptionist and chat company that works with over 10,000 small business owners to make meaningful connections with their most important asset: their customers.
What is Ruby’s secret to delivering awesome for their customers’ customers every time?
And how has their team of 600 Rubys come together during COVID-19 to rethink their business, innovate their services, and maintain their exceptional level of culture and frontline engagement?
I sat down with their CMO, Rebecca Grimes, to find out.
In this video interview, Rebecca shares some of Ruby’s special formula for actively creating and nurturing a rich culture, leading with empathy and compassion in all situations, and translating that into authentic commitment to Ruby customers.
Rebecca also shares examples of how Ruby and Ruby’s customers are innovating their own service delivery and customer engagement during this time. For Ruby, this meant fast tracking a product launch to expand receptionist services to support their customers around the clock.