Jeff Tobe

“Stop thinking about customer service! Customer service is just expected in this marketplace. Instead, we need to concentrate on the next step—the CUSTOMER EXPERIENCE,” says creativity-in-business guru Jeff Tobe.

To be effective in today’s marketplace, you must be creative and innovative. Actually, you must stay ahead of the marketplace. Tobe stresses the need to “shatter the stereotype of the experience your client expects to have with you!” We have to look at this ‘service’ challenge from a different perspective.

The focus of this session is on creatively managing your environment to provide an experience that your customer is not soon to forget. Jeff Tobe believes that it is time to revamp our traditional belief system in business. He encourages leaders to “stop looking in our rear view mirrors to see how things have been done in the past”. Instead, he urges you to “look through your windshield to see what is coming down the road ahead in the profession.”

What makes you different than anyone else out there? Tobe offers techniques to getting ‘internal’ and ‘external’ followers to buy into your innovative ideas when you do develop them.

ARE YOU WILLING TO COLOR OUTSIDE THE LINES?

Join Jeff to learn:

• How to re-define the service challenges we face every day
• What customer experience IS and what it IS NOT
• Why to make the leap from ‘service’ to ‘experience’
• How to make the leap from ‘service’ to ‘experience’
• Using the ‘orchard’ metaphor
• Motives for providing an unforgettable ‘experience’
• Techniques to effectively manage a changing marketplace
• Analyzing the “experience your customer has with you
• How to shatter the stereotype of that experience
• Using “Touch Points” as your focus
• Touch point exercise
• Understanding that a complaint is a gift
• Measuring Customer Experience