Author: Jeff Tobe

(This article was written specifically for call centers but applies to ANY business!) Almost every sector has faced unprecedented disruption recently and many small companies have had to overcome a series of obstacles to ensure they can still deliver when it comes to customer service. So many employees have been forced to work remotely and […]

Dear Customer Service Department of Most Businesses, It’s time for a #realtalk. There are many things to love about your company, but your customer service is not one of them. I would say “it’s not you, it’s me,” but, it’s how you treat me. Let’s just say that your social skills could use some work. […]

Why is Starbucks so successful in selling you a $4.00 cup of coffee when MacDonald’s charges $2.00? Why does a stay at a Ritz Carlton hotel seem much different than at a stay at the Holiday Inn? Most people today would answer that it’s all about ‘customer service’ when, in fact, they would be wrong! […]

It might not be the most glamorous of CX strategies, but effective management of employee turnover can make or break a company’s customer experience. One of the most effective tactics for improving the customer experience (CX) is also among the least glamorous. For all of the management attention focused on “shiny object” CX strategies (such […]

Similar to customer churn rate, customer retention is extremely valuable for company growth. In fact, Bain and Company claims that a 5% increase in customer retention can increase company revenue by 25–95%. It is still very important to drive growth through acquiring new customers, but the cost savings of building long-standing customer relationships are significant […]

Total sales growth is the third of five ways to measure customer experience. Although they are not obligated to do so, private companies can benefit from sharing financial information with their employees. Employees feel more engaged and empowered when they have access to company financial data. Companies should explain the information and offer context, so […]

According to SHRM (Society of Human Resource Management), “employee engagement surveys measure employees’ commitment, motivation, sense of purpose and passion for their work and organization.” A carefully designed and conducted employee survey can reveal a great deal of information about employee perceptions that management can use to improve the workplace. Organization responsiveness to employee feedback […]

(Over the course of the next 5 blogs, we will examine the FIVE ways to measure CX) How Do We Measure Customer Experience? Many of our clients have no Key Performance Indicators (KPIs) by which to measure customer experience. There are five areas of concentration on which EVERY organization of ANY size should focus. These […]

Remember I said previously that only 33% of American workers are engaged at what they do in the workplace according to the report, “State of the American Workplace”? Touch points will absolutely get your people more engaged every day. You see, I believe that engagement comes from the front line up, NOT from management down. […]

(An excerpt from Jeff Tobe’s new book, “The CX Edge: Critical Customer Experience Questions to Help You ATTRACT, KEEP and WOW Customers) I am sure you have heard of the Gallup Organization. Most likely, you have heard their name associated with political polls. If you look at their website, they are actually “a global analytics […]