Building a Service Culture: Practical Strategies for Customer Experience Success

This week on The Modern Customer Podcast, speaker, author, and trainer Jeff Toister—creator of The Service Culture Guide and multiple LinkedIn Learning courses on customer service and leadership—shares insights on building a strong service culture. With years of experience studying what makes customer-focused teams thrive, Jeff offers practical strategies to improve service without overwhelming employees. The conversation covers his 5-5-5 training method, a simple yet effective framework that helps teams develop better service skills in just 15 minutes a week. Jeff also explains why clarity is essential to great customer service, how empowering frontline employees can cut escalations by 50%, and what sets top-performing CX organizations apart. 🎧 Tune in now to discover how small, consistent changes can drive big improvements in customer experience! 📍 Learn more about Jeff Toister’s 5-5-5 approach at https://www.toistersolutions.com/blog/5-5-5-approach Key Insights from the Conversation 01:13 – The Impact of One Customer Interaction 05:37 – Using Data to Enhance Training and Efficiency 06:50 – Why Clarity is the Foundation of Great Service 11:56 – The 5-5-5 Training Method: Small Steps, Big Impact 17:01 – How Small Adjustments Can Reduce Escalations by 50%   Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. 

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Go behind the scenes with customer experience leader Blake Morgan to explore the secrets of the world’s most customer-centric companies. Blake is one of the world’s top keynote speakers, authority on customer experience and the bestselling author of “The Customer Of The Future” The Modern Customer reaches thousands of people each week conveying a message of how we make people feel - in business and in life - matters. Her weekly show explores how businesses can make customers’ lives easier and better, featuring experts that provide simple, tangible advice you can immediately apply at your own organization. Today’s customers have the luxury of choice. The answer is simple; choose customer experience and customers will choose you. Learn how to put a stake in the ground on customer experience by tuning into The Modern Customer Podcast each week with Blake Morgan.