Agency Intelligence

In this episode of Agents Influence podcast, host Jason Cass interviews Jeff Tobe, Innovation and Customer Experience Expert, and author of the book entitled, Coloring Outside the Lines. Jeff talks about his customer experience journey and how we can identify the needs of our customers. Episode Highlights: What has attributed to Jeff’s success, skill or luck? (7:30) Jeff shares a story about his opening act for a guy named Zig Ziglar. (8:51) Jeff shares his background. (10:09) Jeff mentions his new book coming out this fall entitled, “The CX Edge: Critical Questions to Ask About Customer Experience.” (10:46) Jeff explains what his book called Coloring Outside the Lines is all about. (11:49) Jeff shares the differences between customer service, customer experience, and customer excellence. (14:31) Jeff mentions why organizations should write a service recovery policy. (17:07) Jeff mentions his book called Anticipate: Knowing What Customers Need Before They Do. (19:03) Jeff explains how can we