Client Spotlight: Network Redux

Thomas Brenneke, President of Redux

Thomas Brenneke, President of Network Redux

Thomas Brenneke founded Network Redux ten years ago and has grown the company to host thousands of client websites and operate four secure data centers as well as satellite offices in Ontario and Kochi, India. In mid-2013, Ruby began answering their calls, and they’ve been a pleasure to work with. Thomas was recently named one of Portland Business Journal‘s “40 Under 40,” and we were delighted to pick his brain in today’s Client Spotlight!

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How You Can Integrate Meaningful Connections into Your Signup Process

Welcome new clients

People do business with people they like, and fostering relationships with clients builds loyalty, happiness, and a successful business. One way to implement this idea is through an easy and fun signup process. For many businesses, signing up is as easy as 1-2-3. Just head online to that company’s website, fill out some information, and there you have it: Instant gratification. While this may be quick, it leaves no room for true connection — or a deeper understanding of your clients’ needs.

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Why Your Law Firm Should Care about Customer Experience

Attorney customer experience

Your clients are hiring your firm because they know you do great work, right? But that’s not the only reason a client chooses your practice over another. Matt Spiegel, VP and GM of MyCase, recently summed it up nicely on Lawyerist: “While winning cases will indeed help build a positive reputation, providing stellar customer service is just as important in building a successful practice.” Here are three reasons you may want to take a second look at how your firm handles customer experience:

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To WOW Your Clients, WOW New Employees First

New Ruby training room

The “Grow” training room

To make your company stand out among the endless options out there today, look for ways to provide memorable, head-turning, status-quo-busting experiences – and not just for your customers! Use the Ruby Service Pyramid to help you get there. It guides you from starting with the right infrastructure to the end goal of Making Meaningful Connections. The Service Pyramid can be used as a yardstick for customer-focused processes and systems, but it’s also a great way to measure the quality of experience for a different, equally important kind of end user: New employees!

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Can’t Connect a Call? Here’s How to Still Make a Great Impression

 Photo via Flickr/Creative Commons user Eric Chan

We love blog comments, and recently received a comment on this post from our reader Joe. Joe was wondering about the best phrasing to use when you’re not able to connect a caller to the person they’re trying to reach, and we thought it might be helpful to share our response to Joe’s thoughtful question with all of our readers!

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