The CX Edge: Critical Customer Experience Questions to Help You ATTRACT, KEEP & WOW Customers

“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

Navigating Difficult Conversations

Does the hair on the back of your neck stand up when someone says, “We need to talk”? There are dozens of books on the topic of difficult, crucial, challenging, fierce, important (you get the idea!) conversations. Those times when you know you should have a difficult conversation with your spouse, your coworker, or your client…but you don’t. Maybe you fear that talking will just make things worse. Still, you feel stuck,k and you’d like to free up that energy for more useful purposes.

In this interactive session, international speaker and author Jeff Tobe dives into the 6 strategies to having that meaningful conversation. Those strategies include:

1. How to PREPARE for the conversation
2. Having a GOAL in mind but still remaining flexible
3. Becoming an ACTIVE LISTENER 4.Taking CARE of yourself 5.How to BRAINSTORM IDEAS together
4. How to EMPATHIZE and coach

Let's Get Engaged!

"Only 50% of workers in the U.S. are committed to and engaged in their work.” State of the American Workforce Report / Gallup 2014

In this presentation, Certified Speaking Professional Jeff Tobe DOES NOT ask you to marry him!! What he does is make you aware of how important it is to get people engaged at what they do every day. Business is changing at lightning speed. What if we looked internally to make it easier externally? In other words, what if we considered how to get ourselves, our team, and our stakeholders more engaged in what they do so that it will ultimately have an impact on the ‘customer’ experience?

In his usual high-energy, high-humor, and high-content style, Jeff walks audiences through the “Four Pillars of Engagement”

1. Creativity: Curiosity may have killed the cat but it’s the one resource that most successful professionals have discovered that they need to foster in their team. Creativity leads to innovation and, as you may already know, this has been Jeff’s passion and focus for 20+ years! To get people invested in your organization, you have to encourage them to be more curious in looking for alternative solutions, being incredible problem solvers and in asking the right kinds of questions of their internal and external customers.
2. Commitment: Commitment is at the heart of every successful organization, and commitment is always about relationships. It’s about commitment to the customer EXPERIENCE by examining every “touch point” we have; any opportunity we have to impact that experience! Gain a competitive advantage with trustworthy leaders, loyal team managers and clients who commit to the integrity of your organization and of the project.
3. Accountability: At every level of the organization, people have to do more than just WANT to be accountable, they have to act “as if…” Engagement without accountability equals chaos. Jeff demonstrates ways in which we can get our people more accountable for their actions and decisions. He believes in the rule that “If you are 100% accountable for the ‘now”, there can be 0 excuses in the future”.
4. Communication: Engagement starts and ends with open communication. A recent New York times survey found that 78% of workers polled in diverse industries mentioned poor communication at the root of challenges with their managers, colleagues and customers. What an amazing opportunity! Jeff shares techniques to make your people more aware of their communication and to give them the tools to better themselves. Join an elite 22% nationwide who DO get it!

Join Jeff to Learn:

• The advantage of differentiating between service and experience
• How to battle the “…but that’s the way we’ve always done it” syndrome
• To make the shift necessary in your culture to get your people more engaged
• Why creative thinking allows for involvement at every level
• How to develop your ‘declaration of experience’ with everyone in the organization
• What it is that will attract the right kind of employees when you are looking
• How accountability leads to engagement
• The two questions that will get ‘buy in’ from your people every time
• Communication techniques that will allow you to work with people in a way in which they NEED to be worked with

ANTICIPATE: Know What Customers Need Before They Do!

ANTICIPATE: Know What Your Customers Need Before They Do!

In this high-energy, fast-paced session, Jeff encourages attendees to begin to consider their internal and external customer's experience NOT just customer service. Tobe believes that SERVICE = SATISFACTION but EXPERIENCE = LOYALTY. Whether it is a group of salespeople, educators or healthcare workers, we now have to look at our professions from a whole new perspective.

Listening Between The Lines

Listening Between the Lines: Effective Communication Skills

"Listening is power in the communication process" according to Jeff Tobe. All world class professionals have perfected their listening skills. Have your people? If not, then Jeff shares nine techniques to more effective listening and communication which will set you apa

Coloring Outside the Lines; Creative Problem Solving

Most Requested Programs: ------------------------- Coloring Outside the Lines : Creative Problem Solving

Creatively changing the way you do business and look at what you do, will open many doors. In cOLOring OuTSidE ThE LiNEs , Jeff Tobe will unleash your innovative thinking skills and challenge you to step outside of your comfort zone to position what your organization offers more creatively than ever before.