WOW Customers by Delivering the Unexpected

The Ritz-Carlton is famous for anticipating the needs of their guests, winning dedicated lifelong customers in the process (and getting some pretty great press). How do their employees achieve the impressive task of providing guests with what they need before they ask for it, or even think of it? By making it a priority: “Anticipation and fulfillment of each guest’s needs” is part of their Three Steps of Service.

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WOW Story of the Month: Queen of Everything

Picture1Like most businesses, Ruby receives a huge flow of incoming emails each day. To help us manage our general inbox, we have a dedicated group to sort through each and every email—our Happiness Concierge team. With so many emails coming through, the team stumbles across a few tidbits that aren’t quite business as usual from time to time. Such was the case with an assist request sent in by Ruby customer, Hunter Lowder.

Assists are outbound calls our Rubys make on behalf of our customers. Need to confirm or cancel an appointment with a client? Want to add a bit of extra care by proactively offering driving directions to seminar participants? Our assist service is the perfect solution!

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Ruby Now Delighting Callers in Spanish and English

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If you’re a small business owner in the United States, you probably understand the value of communicating with your potential and current clients in English. But did you know the U.S. is home to the second-largest Spanish-speaking population in the world? With more than 52 million Spanish-speaking residents, we outnumber Spain—only Mexico exceeds us. In fact, our Spanish-speaking population is expected to grow substantially, with the U.S. Census estimating 138 million Spanish speakers by 2050—the highest in the world. For small businesses striving to grow, communicating in English and Spanish can be a big opportunity to gain customers. 

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WOW Story: Wild Wyatt Goes West

Tarah E.

For the Ruby team, making connections with clients never ceases to be rewarding, and we love following a friendly conversation with a handwritten note or carefully chosen gift. But when our clients take the time to surprise us with a note or gift, we’re truly honored. We know workdays can be wild for the small businesses we serve, and our clients’ precious time is in high demand.

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Integrate Calls & Emails to Create a Harmonious Customer Experience

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Have you ever had a moment of panic after placing an order online?

Wait, did I choose my shipping address, or Mom’s?

Did I go with the black skates, or the metallic blue ones?

I remembered to add the Saturday Night Fever soundtrack to my cart, right?

Then, thankfully, reassurance arrives in the form of a confirmation email. Phew. You’re well on your way to a soon-to-be-legendary roller disco retirement party!

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