On Valentine’s Day, Ruby Founder and CEO Jill Nelson was the speaker at an AMA PDX luncheon. Her topic: love—specifically customer love.
If you look up the definition of love, you’ll find something along the lines of “an intense feeling of deep affection,” synonymous with fondness, tenderness, warmth, and attachment.
That’s a great definition. When you strip away all the excess connotations, love is an important goal for many businesses like Ruby: showing customers the love with a great product, service, and brand.
At Ruby, our mission is to preserve and perpetuate real, meaningful connections in an increasingly technology-focused, virtual world.
What does that come down to? Real. Meaningful. Warm. Love.
Here are just a few of the ways Ruby works to show and share our customer love!
Structure: The Ruby Service Pyramid
It’s the Ruby Service Pyramid that has empowered us to build the scalable service-minded culture that we have today. Only once we’ve built the foundation, put the processes in place, and trained the right people, can we blow our customers away.
Consistency is key when it comes to customer love, and with the Ruby Service Pyramid, we create consistent experiences from the bottom up. To make meaningful connections with our customers, first we have to build the right infrastructure. Then we have to commit ourselves to meeting our promises, fostering happiness (inside and outside of our company), creating experiences, and anticipating the unexpressed needs of our customers.
Theme: In Our Customer’s Shoes
Our theme for 2017 is “In Our Customer’s Shoes,” which aims to answer the question, “how well do you know your customers?”
You can’t love what you don’t know. While we’ve always gotten to know our customers on a one-on-one basis—one of the great perks of being a remote receptionist company—we’re striving to spend 2017 getting to know our customers better than ever.
With customers from a variety of industries—including legal, construction, marketing, real estate, and more—we recognize and embrace the need to understand the nuances of our different customers, and their differing needs.
The more we understand our customers, the better we’re able to WOW them.
Grow is one of Ruby’s five core values, and we work to achieve it externally and internally by helping our customers grow, and fostering our employees’ growth.
Fostering employee growth means empowering them. Instead of managers, we have cultivators. A bad week doesn’t mean punishment. Instead, it’s an opportunity for improvement. Happy employees mean happy customers, and we try to have the happiest employees around!
We also empower our employees with the ability to send WOW gifts at their own discretion. By giving them the power to do whatever they need to do to make someone’s day, they have the opportunity to connect with our customers directly. It makes that connection meaningful, personal, and memorable—for both our customers and our employees.
When our employees grow, we grow, enabling us to better help our customer’s businesses grow.
Goal: The Concept of WOW
At Ruby, we’re not just about answering your phones; we’re about making your day.
And that’s exactly what WOWism is. Practice WOWism is one of our core values, and it’s the act of blowing our customers away. We don’t strive for fine, acceptable, or alright—we strive for surprised, delighted, WOWed. And what else is WOWism but Ruby’s way of showing our customers we appreciate them?
Customer love is a movement. It’s a culture. And maybe, in the end, Ruby’s mission really is all about spreading the love.