Agency Intelligence

Agency Intelligence


Agency intelligence podcast, is your top insurance podcast with two unique series that let you hear from and learn from both agency owners and industry influencers. Agents Influence is your weekly guide to the latest and greatest thought leaders the industry has to offer. Agency Intelligence covers real data from real agents in real agencies.

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 identify what our customers need internally and externally. (19:11)
  • Jeff gives a piece of advice to the loyal listeners. (21:31)

Key Quotes:

  • “You don’t have to be a professional speaker, you are a dedicated insurance professional. As long as you’re passionate and you can inspire people, you’ll be great in the business.” – Jeff Tobe
  • “I encourage organizations of literally any size to write a service recovery policy. When this happens, no matter your size, you’re all being consistent with how you handle it.” – Jeff Tobe
  • “How do we get them engaged at a grassroots level? Engagement starts at the bottom and works that way up. It does not start management and comes down.” – Jeff Tobe

Resources Mentioned: