Customer Service Academy
Customer Service Academy Radio features customer experience expert Tony Johnson, who shares strategies for delivering excellent customer service to grow a business. The show includes interviews with leaders from best-in-class organizations and offers practical, real-world tactics for service teams. Johnson draws on decades of experience in restaurant, retail, and corporate settings to provide actionable advice. The podcast aims to ignite experiences that drive business results.
Episodes
198: Your Front Line Is Your Bottom Line With Robert Reitknecht
Saying "Great Work" Isn't Recognition What separates a truly memorable experience from one that simply checks the boxes? According to Robert Reitknecht, it has nothing to do with thread count, amenities, or the finishes on the wall — it has everything to do with how you make a guest feel in the moments that matter most. In this episode of Customer Service Academy, Tony Johnson sits down with Robe
197: Halftime Is Over: Finish 2026 Strong
Half Time Is Over: Finish 2026 Strong Time is ticking away on 2026 and it might feel like you have just over 4 months left in the year, you really only have 3. The whistle blew on June 30th, and now is the time to take action if you want to impact what remains of 2026. Most leaders spend August telling themselves there's plenty of time, but November and December already belong to holidays, budget
196: Saying "Great Work" Isn't Recognition With Alex Grande
Saying "Great Work" Isn't Recognition "Great work." Two words, zero impact. Your team can tell the difference between recognition and reflex, and so can your turnover numbers. In this episode I sit down with Alex Grande, founder of Recognize, to talk about what actually moves the needle on employee experience. Alex brings a rare combination to this conversation - he's an entrepreneur building HR
195: 250 Years of American Hospitality
Titans of Hospitality: What 250 Years of American Service Can Teach Us About What's Next America is about to turn 250, and the story of who we are as a country cannot be told without the story of how we serve. From the frontier to the drive through to the Apple Store, hospitality is one of the most American art forms we have. It is also one of the most misunderstood. On this Independence Day, le
194: The Value Paradox: Lessons in High-Stakes Hospitality
The Value Paradox: Why Guests Are Spending More and Forgiving Less Consumer sentiment is at an all-time low, yet people are still spending. The World Cup just kicked off on American soil. And right here in Polk County, Florida, a landmark healthcare partnership just opened its doors with a vision that every hospitality leader should study. In this episode, I unpacks the paradox reshaping restau
193: The Superpower of Bringing People Together With Amy Wiggins, Lakeland Chamber of Commerce
The Superpower of Bringing People Together With Amy Wiggins | Lakeland Chamber of Commerce As the President + CEO of the Lakeland Chamber of Commerce, Amy is dedicated to creating a climate where business can prosper. She and her team do this by advocating for pro-business policies and initiatives, connecting businesses to resources, and strengthening relationships. A native of Plant City, Amy gra
192: People Squared - Leading in an AI World With Nikki Barua
People Squared - Leading in an AI World With Nikki Barua For more than 25 years, Nikki Barua has helped global brands reinvent their culture, capabilities, and competitive edge. In this episode, Nikki introduces the idea of "People Squared." Let AI do what machines do best, while humans double down on connection, empathy, and judgment. When leaders combine both, teams become exponentially more ca
191: Why Experience Matters as Much (Or More) Than Product With Dan Thumberg, Swan Brewing
Why Experience Matters as Much (Or More) Than Product With Dan Thumberg, Swan Brewing Tony interviews Dan Thumberg, founder of Swan Brewing in Lakeland, Florida. Dan's background spans the carnival and amusement park industry, beer distribution, and leadership roles at American Express and Apple. He now combines enterprise-level service systems with small-business hospitality to build community-c
190: The Year of Experiential Hospitality
In this episode, I introduce 2026: The Year of Experiential Hospitality and why it's time to stop treating customer experience and hospitality as separate conversations. Customer experience is the strategy. Hospitality is how that strategy shows up in real moments, on the front line, every day. Experiential hospitality is about intentionally creating moments where people feel welcomed and understo
189: Leading Customer Experience, Employee Engagement, and Hospitality in 2026
As we head into 2026, leaders are facing a familiar challenge in a new form. Expectations are higher. Attention spans are shorter. Technology is accelerating. And yet, the differentiator hasn't changed. In this episode I talk about what is needed to drive employee experience, customer experience, and hospitality to drive business results. In this episode, you'll learn: • Why leadership, hospitalit
188: Customers Want to Buy, Not Be Sold with Geoffrey Reid
Host: Tony JohnsonGuest: Geoffrey Reid Author: The Revenue Catalyst: Mastering the Art of Sales In this episode, I sit down with Geoffrey Reid, a globally recognized sales leader with a rare blend of academic depth and real-world execution. Geoffrey's journey from public policy and mediation to sales leadership gives him a unique lens on how selling really works and why so many organizations strug
187: The Thanksgiving Check-In: Winning the Last Mile of 2025
As the year winds down and the holiday rush kicks into high gear, leaders face a critical question: Are you coasting… or closing? In this Thanksgiving-themed leadership check-in, I break down how to keep your team sharp, energized, and aligned during the toughest stretch of the year while positioning your organization to win in 2026. Whether you lead a frontline team, a regional operation, or an e
186: How Humans in the Loop + Good Data Create AI Success with Kevin Dean
Artificial Intelligence is changing everything about customer service and leadership, but only if we use it wisely. In this episode, I sit down with Kevin Dean, Founder and CEO of ManoByte, who's been leading AI-driven business transformation since 2007. Kevin and I dig into what it really means to combine AI and humanity to create better experiences, not just faster ones. We explore how organizat
185: Is Your Hospitality a Horror Show?
Some hospitality experiences are so bad, they could star in their own horror movie. In this Halloween special, we pull back the cobwebs on the five scariest mistakes that haunt businesses everywhere - from ghosted guests and zombie employees to haunted processes and cursed consistency. Discover how to bring your hospitality back from the dead by re-engaging your team, simplifying your service, and
184: Conquering Your Fear of AI and Jumpstarting Innovation in Your Business With John Kim
Great customer service should be helpful, proactive, and built to solve problems, not create new ones. In this episode, I sit down with John Kim, Co-Founder and CEO of Sendbird, the customer communications platform powering more than 4,000 of the world's most popular digital applications and connecting over 320 million people every month. John shares his perspective as both a successful entreprene
183: Your Leadership Wake Up Call - 5 Lessons From Labor Day
This leadership wake up call will help you create your workplace of the future - where people want to be, not where they have to be. Labor Day isn't just a long weekend. It's an annual celebration of American workers. In this episode of the Customer Service Academy, I take a closer look at the history of Labor Day and the lessons it still holds for leaders today. From the 10,000 workers who marche
182: Technology Enabled, People-Focused Customer Service With Matt Whitmer
Technology enabled, people-focused Customer Service With Matt Whitmer. In today's episode, we're thrilled to welcome Matt Whitmer into the studio. Matt is the Chief Revenue Officer and SVP of Marketing at Mosaicx, a conversational AI provider. He has over 15 years of experience in senior leadership focused on CX and enterprise client relationships. What we cover in this episode: It's all about m
181: Designing Your Customer Experience Framework and Hospitality Blueprint
In this episode, we will discuss the power of your customer experience blueprint as well as the best techniques and tactics to craft a culture of hospitality. Customer Experience (CX) has the power to create a true competitive advtantage as well as generate revenue from customer loyalty and word of mouth marketing. We'll explore: The power of a strong Customer Experience Framework Getting your
180: How to Create Real Customer Connections with Doug Brown
In this episode, we're diving deep into the art of connection with Doug Brown from CEO Sales Strategies. He is an expert at driving results, uniting teams, and delivering unforgettable customer experiences. You'll learn why today's customers are clamoring for connection, and how your business can meet that need by aligning your teams, sharpening your message, and understanding your buyers better t
179: Balancing AI and Humanity in CX with Frederic Durand
Balancing AI and Humanity in CX with Frederic Durand, CEO of Diabolocom In today's episode, we're thrilled to welcome Frederic Durand, Founder and CEO of Diabolocom, a global leader in customer experience solutions powered by proprietary AI. With over two decades of experience transforming customer service for brands like Mitsubishi Electric, Nikon, and Brinks, Frederic brings a practical, global
178: Hospitality That Makes Sun 'n Fun Soar With Gene Conrad
In this high-flying episode, we sit down with Gene Conrad, President and CEO of the Aerospace Center for Excellence and Sun 'n Fun Aerospace Expo in Lakeland Florida. Sun 'n Fun is one of the largest aviation events in the country and welcomes over 200,000 visitors annually. Key Takeaways: ✈️ Safety First – Safety is the primary focus for the airshow, and should be for your business as well. 👥 Pe
177: Developing Coaches Who Get Results: Key Trends in Modern Leadership Training
In this episode of the Customer Service Academy Podcast, we explore the evolving world of leadership development and the critical traits every modern leader needs to succeed—empathy, adaptability, continuous learning, time management, and effective employee engagement. The workplace is changing—and so are the skills leaders need to thrive. We break down how top organizations like Microsoft, Googl
176: Crafting Memory Making, Loyalty Building Theme Park Experiences
In this episode of Customer Service Academy, we take a deep dive into the evolving world of theme parks, desitnations, and attractions—and how you can ensure you are delivering loyalty-building experiences for yoru guests. As customer expectations continue to change and evolve, theme parks, resorts, and destinations must innovate to remain competitive. Whether you are running a mega theme park,
175: Supercharge Your Business with AI-Driven Customer Service
AI and hyper-personalization are revolutionizing customer experience (CX) in 2025. Customers expect more than just good service—they demand tailored, predictive, and frictionless interactions across every touchpoint. This will help you grow your business, improve your results, and retain your customers. So, how can businesses keep up? In this episode of Customer Service Academy, we will chat abo
174: Meeting People Where They Are to Drive Influence With Jesse Hernandez
This week we welcome Jesse Hernandez into the studio. Jesse has experience as a leader in the construction space, where he learned to meet people where they are in their journey and inspire teams through intentional communication and listening. - Customer Experience is about consistent quality. - Great leaders are great listeners. - Practicing vulnerability can deepen connections with your team. -
173: Stop Making It Hard for Customers: 7 Steps Simplify Your Service
2025 if the year of simplification, and customers want brands who are easy to work with, deliver on commitments, and personalize their experiences. Stop making it so hard for customers to do business with you - in this episode we talk about 7 ways to make things easier for customers. - Empower your employees to solve problems - Deliver seamless omnichannel experiences - Simplify your processes a
172: Your Actionable Blueprint for Customer Experience and Employee Engagement Success in 2025
As 2025 approaches, it is a great time to look back on what happened in customer experience and employee experience in 2024 - and discuss what we can learn from it. 2025 will be a year of continuuing evolution and changing marketplaces. Are you ready to take your business to the next level? - This past year the news was dominated by stories about Crowdstrike, Return to Office Mandates, and Artif
171: Building a People-Centric Internal Culture With Chase Jordan
In this episode we invite Chase Jordan in the studio to discuss leadership, customer experience, and employee engagement. Chase brings a wealth of knowledge as a CXO and franchise owner that he shared with us during this conversation. - Ease of use is the most important tactical action you can take to improve customer experience. - Internal communication is crucial to keeping everyone on the same
170: Gratitude Through the Lens of Generational Cohorts
Thanksgiving is the perfect time of year to show gratitude - and when you can personalize by generation, you will find a resonance that drives success from your team and with your customers. In this episode we will talk about how to show gratitude to each generation when they are customers and when they are employees. - Think about how each generation likes to be recognized. - Consider how enga
169: The Holiday Hospitality Handbook (10 Tips to Elevate Customer Service This Season)
The holiday season is here. Is your business ready? In this episode we talk about 10 tips + 1 bonus tip to deliver for your customers this holiday season. From Black Friday through New Year you have an opportunity to remove hassles for your guests and build ongoing loyalty to your brand. - Now is the time to prepare and train your team for the upcoming business increase. - Focus on speed and simp
168: Improving Government Customer Service With Chase Oliver, Libertarian Presidential Candidate
In this episode we are proud to welcome Chase Oliver into the studio. Mr. Oliver is the Libertarian candidate for president and on the ballot in 47 states. This interview is shared unedited and in its entirety. We did extend invitations to all major party presidential candidates and all candidates on the ballot in Polk County, Florida. As of the time of this interview recording, only Mr. Oliver ag
167: Balancing Customer Experience and Loss Prevention With Russ Hawkins
In this episode we welcome Russ Hawkins into the studio to talk about digital customer experienes, loss prevention, and using modern data analytics to drive revenue. Visit https://www.igniteyourservice.com/6canons to invest in yourself and your team. - Great customer experiences inspires loyalty, advocacy, and referrals for new customers - Demoncratizing access to data and analytics within orga
166: How CX Day and Customer Service Week Will Help You Grow Your Sales
CX Day is coming up on October 1st and Customer Service Week is October 7th - 11th. These days are so important to ensuring that you can improve your service and grow your sales. - CX Day is all about the strategy and the ROI on your customer experience investments and programs. - Customer Service Week is more tactical and empahsizes those on the front line who are the face of the oganization. -
165: Creating a Customer Centric Culture With Michael Hinshaw
In this episode we welcome Michael Hinshaw into the studio to talk about customer centricity and Visit https://www.igniteyourservice.com/6canons to invest in yourself and your team. - You must be able to communicate what customer centricity means to your team so everyone is on the same page - Moving to a customer centric culture requires customer understanding and acting on what you hear from c
164: 10 Employee Engagement + Retention Tips From Labor Day
In this episode we share 10 tips to engage and retain your team. This Labor Day is a great opportunity to put employees at the center of yoru thinking to drive customer experience and business results. Visit https://www.igniteyourservice.com/6canons to invest in yourself and your team. - How you treat your team is how they will treat customers - The history of Labor Day has been all about apprec
163: Enabling High Performing Customer Success Teams Through AI With Shanif Dhanani
In this episode we welcome Shanif Dhanani to discuss enabling contact centers and the power of generative AI to improve the customer experience. Visit https://www.igniteyourservice.com/6canons to invest in yourself and your team. - The best customer experiences are easy and reliable. - Hire people for your customer success roles and contact centers who have a high degree of empathy - AI will con
162: 5 Hard Truths About Employee Engagement
In this episode I share 5 strategies to create a culture of employee engagement and retention. When you create a greate environment for your team, it makes them want to stay longer and give more discretionary effort. And you will grow your sales. Visit https://www.igniteyourservice.com/6canons to invest in yourself and your team. - Employee engagement is more than just job satisfaction - Build a
161: Uncovering What You Don't Know About Your Customers with Aaron Tighe
In this episode we welcome Aaron Tighe into the studio to talk about customer experience and building a best-in-world experience Visit https://www.igniteyourservice.com/6canons to invest in yourself and your team. - Great customer experience is about connection. - Empathetic and active listening will help you uncover unmet customer needs. - Learn more about your customers by asking the right que
160: Crafting Unforgettable Premium Customer Experiences
In this episode we talk about crafting premium customer experiences within this volotile and competive marketplace. This will create a loyal customer base to grow your sales. Visit https://www.igniteyourservice.com/6canons to invest in yourself and your team. - Let's talk about the current state of customer experience - What are the current struggles in delivering loyalty-driving customer experi
159: Understanding and Wowing Customers With Jessica Embree
In this episode we welcome Jessica Embree from Tulip Marketing into the studio to talk about customer centricity, understanding your customers, and marketing solutions to help your customers thrive. Visit https://www.igniteyourservice.com/6canons to invest in yourself and your team. - Start by listening to your customers and establishing robust communication - Look beyond demographics and focus
158: 8 Hospitality Insights to Improve Your Customer Experience
In this episode we discuss the importance of taking your vacation and time off to drive business and personal results. I also share 8 tips to improve your customer service through key hospitality insights. Visit https://thetonyjohnson.teachable.com/ to invest in yourself and your team. - Prioritize your team training and experience - Focus on pesonalizing experiences for your customers - Lean
157: Building Customer Loyalty Through Sustainability With Christy Cook
In this episode we invite Christy Cook into the studio to discuss sustainability and ESG (environmenal, social, and governance). It is all about ensuring you deliver great experiences as well as make a positive impact in your community. Visit https://www.4xi360.com/truenorth to learn how you can win better, retain better business. EPISODE NOTES: - Customer experience begins with an intentiona
156: Your 5 Step Roadmap to Customer Centricity
In this episode we will discuss 5 strategies to create a culture of customer centricity in your organization. In other words, let's keep customers at the center of everything we do. Visit https://thetonyjohnson.teachable.com/ to invest in yourself and your team. - Start by prioritizing your employee experience - Cultivate customer understanding - Align with customer needs - Ensure a robust fee
155: Smarter Chatbots + AI to Delight Customers With Peter Voss
In this episodes we invite Peter Voss from Aigo.ai into the studio to talk about Artificial Intelligence and how it can reduce friction for customers and consumers. Visit https://thetonyjohnson.teachable.com/ to invest in your sales team. - Don't let the rulebook get in the way of creating great customer experiences. - Hyper pesonalization is a key way to build loyalty by customizing experience
154: 7 Tips to Selecting Your Customer Experience Leader
In this episodes we share some observations from Key West Florida hospitality and how to select the very best CX leader for your business. Visit https://thetonyjohnson.teachable.com/ to invest in your sales team. When you are hiring your CX leader: - Hire someone with a stong CX background, experience in operations, but they don't need to have specific knowledge of your particular market. - The
153: Using Pattern of Management To Drive Customer + Employee Experiences
In this episodes we talk about pattern of management how you can inspire your team to deliver amazing customer experiences each day. Visit https://ignite-your-customer-service-master-class.teachable.com/p/six-canons-of-customer-service to invest in your sales team. Consider how you run your shifts and care for your team: - Pattern of management is an intentional approach to leading your shifts
152: Understanding Customers With Dave Norton
In this episodes we welcome Dave Norton of Stone Mantel into the studio. Visit https://www.4xi360.com/truenorth to invest in your sales team. Key points from Dave: - Great customer experience makes me feel like my time with your business was well spent. - Leaders teach employees how to behave every day. - Employee engagement is the key to growing customer experiences. - We need to ensure we are
151: Great Employee Experiences = Great Customer Experiences
Teams will reflect how they are treated back onto their teams. Take the time to lead with a sense of empathy and enthusiasm and you will find they deliver higher quality experiences for guests, customers, and consumers. Visit https://www.4xi360.com/truenorth to invest in your sales team. - Employee experience begins with the hiring process, orientation, and onboarding. - Intentionally leadin
150: Human-Level Customer Experience From A.I. With Nikola Mrkšić
In this episode, I welcome Nikola Mrkšić from PolyAi into the studio to discuss artificial intelligence (A.I.) in contact centers. Visit http://6canons.com to invest in my latest virtual hospitality program. - Great AI helps you foget you're speaking to machine because it is about helping the customer. - Contact centers continue to grow and bring value to organizations. - Great AI and contact c
149: Customer Experience Trends for 2024
In this episode, I talk about the trends you need to prioritize going into 2024 when it comes to Customer Experience (CX). It's time to close out 2023 and talk about the trends you need to know for the new year to grow your business. Visit http://6canons.com/ to invest in my latest virtual hospitality program. - Prioritize people and the basics of front line hospitality, consistency, and trust
148: Creating Magnetizing Experiences in Corporate Real Estate With Simon Elliot
In this episode, we welcome Simon Elliot of 4xi Global Consulting to talk about the future of real estate and employee experience. How can organizations create environments where employees want to be and utilize their space most effectively. - Employee are looking for reasons to return to the workplace and employers must find ways to magentize the workplace - Mixed use spaces have the potenti
147: Win the Holiday Hustle to Delight Your Customers and Employees
In this episode, I talk about thriving through the holiday season - excelling in customer experience and employee engagement. This will help you grow your sales and your reputation. Invest in my 5-star rated course on Customer Experience and Leadership: http://6canons.com/ - Keep a close eye on how often you are asking for donations or tips from your customers - balance that so that don't fee
146: Strengths Based, Trauma Informed Marketing and Experiences With Kat Kennan
In this episode, we welcome Kat Kennan into the studio to talk about strengths based, trauma informed, and inclusive marketing for today's consumers. Invest in my exclusive course on Customer Experience and Leadership: http://6canons.com/ - Empathy driven understanding can improve both customer experience and marketing success by uncovering perceptions - Use the 3 Rs: Radical empathy, Radica
145: 10 Effective Team and Customer Communication Strategies
In this episode I share 5 strategies for effective team and customer communication - and the benefits you can expect if you execute properly and consistently. Invest in my exclusive course on Customer Experience and Leadership: http://6canons.com/ - Prioritize active listening with both your customers and your team - Personalize your communication style to the moment and the person - Allow
144: Spooktacular Leadership Lessons From Halloween
In this episode we discuss 5 leadership lessons from Halloween. I know this week is a bit tougue in cheek, but give it a listen, you just might learn something fun to make you a better leader. Invest in my exclusive course on Customer Experience and Leadership: http://6canons.com/ - Halloween is about transformation, so embrace change and adapt - Halloween corn mazes and escape rooms rely on
143: Leading Digital Product Strategy and Transformation with Jonathon Hensley
In this episode, we welcome Jonathan Hensley into the studio from Emerge, a digital product consulting firm. Invest in my exclusive course on Customer Experience and Leadership: http://6canons.com/ - CX is the cumulative effect of the interactions we have with a brand - Building a common language with stakeholders helps ensure you stay on the same page - Product roadmaps ensure alignment and
142: Getting the Most Out of Customer Service Week (and CX Day)
In this episode, we talk about upcoming Customer Service Week and CX Day. Link to my latest virtual hospitality program: http://6canons.com/ - Customer Service Week is the first full week of October by presidential procolmation. - CX Day is on October 3rd - Good CX delivers better outcomes for customes, clients, and employees - This is your week to own Customer Experience and springboard int
141: 5 Step Framework to Protect Quality and Experience
In this episode, we talk about quality and how to protect it in your business. Link to my latest virtual hospitality program: http://6canons.com/ - We discuss 3 businesses who are testing new CX strateies in the marketplace - Quality takes an intentional approach to ensure daily execution. This is fueled by front line employees and their leaders. - 5 steps to maintaing quality in your busin
140 Leadership Mindset for Growth With James Saliba
In this episode, we welcome James Saliba into the studio to discuss leadeship and Customer + Employee Experience. - When establishing your CX strategy, you have to understand your customers and what they need - Leadership strategy is a bridge. You must know where you are and where you are trying to go to plot a course. - Giving your team a safe place to fail can help employees learn an
139: Simplified Journey Mapping to Grow Your Customer Loyalty (and Sales)
In this episode, I talk about customer journey mapping and making things easy for your customers. This is vital to retain customers as the economy cools and customers make purchasing decisions to deal with inflation. - You must look at the customer journey from their point of view - Look at the key touchpoints and ensure that you remove friction from each service moment - Ensure you
138: My Journey Through the Healthcare System and Patient Experience
In this episode, I talk about my journey through the healthcare space. Here are some of my takeaways from my two weeks in the hospital from a PX perspective. - Cross communication is an important, and lacking piece, of the healthcare market - From a patient perspective, the amazing empathy from nurses, dining services, and patient transport made all the difference in my recovery - Prio
137: 5 Leadership Lessons From Independence Day
In this episode, I discuss Independence Day and what we can all learn as leaders from the example of our Founding Fathers. Vision Courage Collaboration Effective Communication Embracing Change It's time for the great service comeback! Book time to chat with Tony Johnson: https://calendly.com/thetonyjohnson/15-minute-strategy-and-consultation Tony Johnson is a Customer
136: Reframing Your Sales Process by Showcasing Your Value With Lisa J. Smith
In this episode, we welcome Lisa J. Smith of Smith Co. into the studio to talk about B2B sales. Great leaders not only inspire, but they have your back when things get tough Great sales leaders build diverse, independent thinking teams Great sales leaders help their clients arrive at the right decisions together You are likely not a commodity, so make sure you are framing your value
135: Memorial Day and the Spirit of Service
In this episode, we share our gratitude for those who served and sacrified this Memorial Day. Thank you. Here are some lessons we can learn from Memorial Day: Great leaders lead with integrity, honesty, and transparency Effective leaders prioritize the experiences of their teams and their customers Innovative leaders have the courage to try new things and get organziational buy i
134: Does Your Technology Delight or Aggravate Your Customers?
In this episode, I discuss the power of technology to drive superior customer experiences. Technology must fit together to create an omnichannel experience Great technology enables employees to focus on higher value tasks with guests Technology also allows customers to self-serve with reduced friction It's time for the great service comeback! Tony Johnson is a Customer Exp
133: Customer Experience Is Your Recession Plan
In this episode, we talk about using customer experience as a differentiator in your market to grow your sales Take a step back and look at your customer journey to find friction points you can smooth out Ensure your employee training enables and empowers your team Listen to your customers through surveys to find out what they want and then take action It's time for THE GREAT SERVICE COMEBA
132: Building Experiences + Relationships Through Empathy
In this episode, we talk about the power of empathy and understanding to build relationships and drive personalization. This is key to employee and cusomter experiences. Empathy is about understanding, not agreement When you look at things from other's perspective, it helps you undersatnd their needs and wants You can develop your empathy by focusing on active listening and understandin
131: Leading Teams To Deliver Exceptional CX with Steve DiGioia
In this episode, we invite Steve DiGioia into the studio to talk CX. - Leadership isn't about position, it's about influence and impact - Be specific with your recognition - Make sure that you work to train and empower your new managers It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide backgroun
130: Employee Experience Is Rocket Fuel for Customer Experience
In this episode, I talk about how great employee experience is the catalyst for great customer experience. - Focus on your leadership behaviors and the traits you model - Ensure robust communication, including preshift huddles - Take the time to get to know your team beyond the daily work It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote
129: How Personalization Will WOW Your Customers and Grow Your Sales
In this episode we talk about delivering personalized experiences that feel "just for them" to your clients, customers, guests, and consumers. Loyalty apps are re-evaluating the amount of engagement needed from guests to earn milestones and freebies Brands like Netflix, Starbucks, Ritz Carlton, and Amazon find ways to personalize service each day Create customer avatars or personae to
128: Beyond Gut Instincts - Let Data and Benchmarking Be Your Guide With Barbara Boden and Ann McNally
In this episode, we welcome Barbara Boden and Ann McNally into the studio to talk about data, insights, vendor relationships, and moving from insights to action. They have also created a new tool called Criterion, which is a membership driven platform to find information on questions leaders have about their business and specific topics. - The best organizations use data to make decisions
127: Developing Customer Relationships With Janyelle Milton
In this episode, I we welcome Janyelle Milton, founder of J Marie Premium Sneakers, into the studio. Keep the customer lines of communication open Focus on building relationships with your customers and clients Keep an insane focus on quality and craftsmanship - and stick with your vision It's time for the great service comeback! Tony Johnson is a Customer Experience Exp
126: ChatGPT: Way Less Scary Than Skynet or the Matrix
In this episode, I discuss the future of chat most notably the new ChatGPT conversational language model. - ChatGPT is extremely user friendly and easy to use - Great AI allows employees to focus on higher value tasks - AI and chatbots are a part of a holistic omnichannel experience where everything fits together neatly. It's time for the great service comeback! Tony Johnso
125: Sustaining High Performance and Employee Well Being With Brandi Olson
In this episode, I welcome Brandi Olson into the studio. We talk about experience, work, and her latest book Real Flow. - How to work hard, with ease - the idea of flow - How to do less, but with intention - Well being and high performance are critical to success It's time for the great service comeback! Learn more about Brandi at: https://realworkdone.com/ Tony Johnson is a Custom
124: Recruiting and Retaining Powerhouse Teams in 2023
In this episode, I talk about the key employee experience trends for 2023. If you want to recruit, retain, and develop a world class team follow these key moves: - Ensure you are competitive with wage relative to your market - Ensure flexibility however you can with hours, schedule, and remote work - Communicate with intentionality and transparency - Focus on developing your team every day,
123: Customer Experience Trends for 2023
In this episode, I talk about the trends you need to prioritize going into 2023 when it comes to Customer Experience (CX). - Prioritize your Employee Experience (EX) - You will need to demonstrate ROI for your Customer Experience (CX) efforts - Your customers demand even more personalized experiences - Digital Experiences (DX) will matter more than ever before It's time for the great s
122: The Ghosts of CX Past, Present, and Future
In this episode, I talk about the classic tale A Christmas Carol and how you can apply the lessons of christmas past, present, and future to improve your overall customer experience and grow your business. - What can you learn from your customers and their commentary? - Where are you now and what matters most going into the future (to your customers and employees)? - What does the future loo
121: Helping Teams Do Their Best Work With Gustavo Razzetti
In this episode, we welcome Gustavo Razzetti into the studio to discuss creating a Fearless Culture where people can do the best work of their lives. Great work leads to happier people, both employees and customers. - Great CX is about understanding the right amount of "touch" to give - not too much and not too little - Culture is about behaviors and leaders must model those behaviors
120: Bring the Thankfulness and Dump the Excuses
In this episode, I talk about gratitude and moving on from excuses in the new year. Happy Thanksgiving to you all! - This is an amazing time to show gratitude to your customers, employees, and your family - Small gestures, like giving away a turkey, still have value when coupled with a robsut recognition program - As we move into new year, dump the excuses about why something can't be done
119: Building Trust by Delivering on Your Brand Promise With Jason Bradshaw
In this episode, I talk about the 3 principles to creating a customer focused culture. - Great companies reduce gap between expectations and realty when it comes to customer service - You can create raving fans by adding value and connections with customers before and after the sale - When you deliver on your promise consistently and honestly, you will build trust with your customers - Mi
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