CX Interview Series with Jeff Toister - CX Spotlight Show by Chattermill (Season 1, Ep. 6)

On this episode, we welcome CX pro and esteemed author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service, Jeff Toiser, to discuss the following:

• How the definition and application of CX strategies are highly idiosyncratic
• How empowering clients to solve CX problems is the biggest challenge but the best and most rewarding result
• The power and limitations of incentives - dissecting some of the obstacles organisation put in front of their employees which stop them from being their best
• How to make customers happy, you must first begin by making your employees happy
• And much more around service culture, empowering employees and moulding a sustainable customer-centric culture!

We hope you enjoy this conversation :)