Claim OwnershipThe Operational Excellence Show
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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.
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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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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