The Problem: B2SMB founders often start with an intimate knowledge of what their customers care about — but as they find success and more staffers are hired to meet demand, that intimacy can be lost.At Ruby Receptionists, empathy among employees for small-business owners is a big part of what sustains the business.
The Process: During a period of extremely high growth, Ruby’s managers needed to focus new employees on the most basic function of their role — understanding the needs of the SMB.
The company created a process for employees to autonomously deliver on the mission of making personal connections and creating “WOW” moments for customers.
The Solution: To connect employees to what it’s like to own, run, and work in a small business, the Ruby executive team initiated an “annual theme” around which programming would be oriented as the year progressed: “In Our Customer’s Shoes.”
The annual theme served as the emotional rally cry to drive business goals, results, and greater employee engagement.
The Result: Celebrating “WOW Moments” and creating the campaign to focus their receptionists on “In Our Customer’s Shoes” elevated the company’s NPS score and its CSAT score — and brought Ruby’s employees closer to customers and the mission of its service
Click Here to Download B2SMB Playbook Keeping Focus on the SMB Mindset as Your B2SMB Business Scales
The B2SMB Institute champions Small-Business-centric thinking and practice that insures those who develop and deliver products & services to SMBs are successful. By focusing on what reaches, engages, wins, keeps and grows SMB customers, the Institute addresses the challenges our Members confront on a daily basis.
Our rapidly growing community is our foundation: from C-Suite to front lines, our Members include B2SMB Marketers, Brand Managers, Product Developers, Sales Leaders and Investors. The B2SMB Institute is a dynamic, year-round setting to find, meet and network with B2SMB decision-makers, all who share common needs, challenges, and goals.
