Focusing on the customer: a playbook by B2SMB.

Customer service playbook

Ruby recently got to share our guidance on small business scalability.

The result is the newly published B2SMB Institute Playbook, Keeping Focus on the SMB Mindset as Your B2SMB Business Scales.

It’s almost hard to believe there’s so much history in our young company–and that we’ve paced ourselves to the tune of making Oregon Business Magazine’s “Fastest Growing Private 100 Companies” list 11 years in a row.

Phew. That’s a lot of momentum to wrap the arms around. It’s also scores of relationships to build and maintain.

The B2SMB Institute is a hub of resources for Business-to-Small-Business professionals who help other small- and medium-sized businesses succeed. That’s why we felt this opportunity was a perfect fit.

Stay Close While You Grow

Our purpose at Ruby is to help small businesses make real, meaningful relationships with their customers. Even as their companies grow.

Cultivating customer love is our own internal Priority One. And we believe the only way to achieve it is for each of our employees to know–and feel–what it’s like to own, run, and work in a small business.


Is keeping customers close key for your company?


We’ve done the big reveal on our recipes for walking the walk. These include our “WOW Moments” client-gifting program and our year-long, internal “In Our Customer’s Shoes” campaign.

Our empathy-building activities raised both our NPS and CSAT scores, and brought our employees closer to our customers and our mission. (Plus, they were really fun.)

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