Many leaders want to improve customer experience, but they struggle to find the time, resources, or strategies that make a real impact. The best organizations don’t rely on one-time initiatives or complex programs—they build customer-focused cultures through small, consistent actions that empower employees to deliver great service.
So, what separates companies that get it right from those that don’t?
In this episode of The Modern Customer Podcast, I sit down with Jeff Toister, also known as The Service Culture Guide, to explore how companies can strengthen service habits, improve efficiency, and create an environment where great service happens naturally. Jeff shares research-backed insights and practical frameworks that help leaders drive real change—without overwhelming their teams.
Our conversation covers his 5-5-5 training framework, the evolution of contact centers, and surprising insights that challenge traditional customer experience strategies.
Key Insights from the Conversation
01:13 | The Impact of One Customer Interaction
A lack of training led Jeff to a tough first customer experience—teaching him that employees can’t deliver great service if they aren’t set up for success.
05:37 | Cutting Training Time Without Cutting Quality
Faced with pressure to shorten training, Jeff used data-driven learning strategies to streamline training without sacrificing effectiveness.
06:50 | Why Clarity is the Foundation of Great Service
Without a clear customer experience vision, service becomes inconsistent. Companies like Chewy thrive because employees understand exactly what great service looks like.
11:56 | The 5-5-5 Training Method: Small Steps, Big Impact
Traditional training can feel overwhelming, but Jeff’s 5-5-5 approach breaks it down into a simple, weekly habit:
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5 minutes: Identify ONE specific opportunity to improve.
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5 minutes: Deliver a focused micro-lesson.
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5 minutes: Follow up to ensure it sticks.
17:01 | Fixing Escalations by Empowering Employees
Frequent call escalations often signal deeper issues. Giving frontline agents better tools, access, and decision-making power can reduce escalations by 50%, leading to faster resolutions and better customer experiences.
🎧 Tune in now to learn how small, consistent improvements can transform your service culture.
📍 Learn more about Jeff Toister’s 5-5-5 approach at https://www.toistersolutions.com/blog/5-5-5-approach
Listen to the episode on Apple Podcasts, Spotify or your favorite podcast platform.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” To learn more visit www.8CXLaws.com.
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