Building a Service Culture: Practical Strategies for Customer Experience Success
Many leaders want to improve customer experience, but they struggle to find the time, resources, or strategies that make a real impact. The best organizations don’t rely on one-time initiatives or complex programs—they build customer-focused cultures through small, consistent actions that empower employees to deliver great service.
So, what separates companies that get it right from those that don’t?
In this episode of The Modern Customer Podcast, I sit down with Jeff Toister—speaker, author, trainer, and The Service Culture Guide—to explore how companies can strengthen service habits, improve efficiency, and build a culture where great service happens naturally. Jeff shares research-backed insights and practical frameworks that help leaders drive real change—without overwhelming their teams.
Key Insights from the Conversation
A lack of training led Jeff to a tough first customer experience—teaching him that employees can’t deliver great service if they aren’t set up for success.
Jeff leveraged data-driven insights to streamline learning while maintaining quality, demonstrating that efficiency and great service can go hand in hand.
Many companies struggle to give employees a clear definition of great service. Jeff emphasizes that top-performing organizations have a well-communicated customer experience vision that aligns employees around a common goal.
Many leaders struggle to train employees consistently without disrupting daily operations. Jeff’s 5-5-5 method provides a simple solution—just 15 minutes a week can make a lasting impact:
A company struggling with high call escalations used Jeff’s approach to identify patterns and make small but impactful changes—enhancing agent access to knowledge, tools, and authority. The result? Escalations dropped by 50%, leading to faster resolutions and better customer experiences.
?? Tune in now to learn how small, consistent improvements can transform your service culture.
?? Learn more about Jeff Toister’s 5-5-5 approach.
Listen to the episode on Apple Podcasts, Spotify or your favorite podcast platform.
Don't miss Blake Morgan's new book, "The 8 Laws of Customer-Focused Leadership." To learn more visit www.8CXLaws.com.
??Customer Relationship Expert ?? Experience Management (XM) ?? AI strategies for Digital Customer Service (CS) ??? CS Sales Consultant ? Robotics & Industry Specialist ?? Augmented CS & Cybersecurity Enthusiast???FR+EN
1 周Hi Blake Morgan, I love your podcasts. Jeff Toister was a great guest. His 5-5-5 method to train customer service skills faster was brilliant.? - 5 minutes: Identify ONE specific opportunity to improve. - 5 minutes: Deliver a focused micro-lesson. - 5 minutes: Follow up to ensure it sticks.
Strategic Contact Center Professional | Innovative Problem-Solver | Delivering Exceptional Customer Experiences & Operational Efficiency
3 周Great tips on the 5-5-5 approach.
Executive Technology Delivery Leader Specialized in Driving Digital Transformation & Leading High-Performing Teams
3 周"employees can’t deliver great service if they aren’t set up for success" << this is often overlooked and assumed that our teammates should just know how to provide good CS.
The Service Culture Guide | Keynote Speaker
3 周Such a fun conversation. Thanks for having me as your guest, Blake Morgan! Can't wait to relive it.
Head of Aviation Project @ Simply Contact | I help aviation and travel companies improve customer support operations by managing strategic projects, enhancing team performance, and delivering exceptional CX.
3 周Really looking forward to this episode! Jeff Toister always brings valuable insights into building a customer-centric culture.?