Customer Service Academy
161 episodes - English - Latest episode: about 1 month ago - ★★★★★ - 46 ratingsGreat customer service is the key to unlocking unparalleled sales growth. Customer Service Academy Radio features customer experience expert and award winning speaker Tony Johnson. Tony will share how to deliver the very best service to your customers and grow your business. Tony will interview leaders from best-in-class organizations and share his common sense approach to business success. Tony has led large and diverse teams in the restaurant, retail, and corporate spaces for decades and will share strategies and tactics that work in the real world on the front lines of service. Who's ready to IGNITE YOUR SERVICE!
Learn more today at https://www.igniteyourservice.com/comeback. You can also email me at [email protected] or call/text 606-356-7447.
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Episodes
155: Smarter Chatbots + AI to Delight Customers With Peter Voss
April 08, 2024 14:47 - 28 minutes - 51.7 MBIn 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 experiences and recognizing customer preferences. - Great automation can help you win during your...
154: 7 Tips to Selecting Your Customer Experience Leader
March 26, 2024 13:37 - 25 minutes - 46.2 MBIn 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. - They must be a great communicator and skilled at bringing people together. - Look for le...
153: Using Pattern of Management To Drive Customer + Employee Experiences
March 09, 2024 15:46 - 25 minutes - 46.3 MBIn 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 and your business - You can drive attention to detail that builds customer trust - Be...
152: Understanding Customers With Dave Norton
March 01, 2024 01:48 - 27 minutes - 50 MBIn 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 aligned with customers' preferred ways of getting things done. - In the hospitality bu...
151: Great Employee Experiences = Great Customer Experiences
January 28, 2024 18:19 - 27 minutes - 50.1 MBTeams 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 leading with empathy will help you lead your team the way they want to be led. - Communicate in...
150: Human-Level Customer Experience From A.I. With Nikola Mrkšić
January 13, 2024 18:16 - 22 minutes - 40.3 MBIn 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 center operations can improve customer satisfaction and NPS. - Effective contact centers ...
149: Customer Experience Trends for 2024
December 30, 2023 14:00 - 24 minutes - 45.3 MBIn 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 - Analyze your customer journey to reduce friction and prioritize your omnichannel exper...
148: Creating Magnetizing Experiences in Corporate Real Estate With Simon Elliot
December 10, 2023 16:27 - 36 minutes - 67.3 MBIn 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 potential to fill corporate real estate with inviting, innovative, and magnetizing offers - The fut...
147: Win the Holiday Hustle to Delight Your Customers and Employees
November 25, 2023 20:22 - 19 minutes - 36.1 MBIn 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 feel manipulated - Keep your customer experience top of mind with personalized moments, steaml...
146: Strengths Based, Trauma Informed Marketing and Experiences With Kat Kennan
November 17, 2023 17:37 - 26 minutes - 49.3 MBIn 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, Radical Vulnerability, Radical Authetic Investment - Trauma informed marketing is about embra...
145: 10 Effective Team and Customer Communication Strategies
November 05, 2023 20:49 - 19 minutes - 35.7 MBIn 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 for easy ways to share feedback from both customers and employees with you and your com...
144: Spooktacular Leadership Lessons From Halloween
October 27, 2023 18:09 - 21 minutes - 38.6 MBIn 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 communication, and so does your team - The best horror movies have heroes who solve pr...
143: Leading Digital Product Strategy and Transformation with Jonathon Hensley
October 14, 2023 17:07 - 30 minutes - 55.5 MBIn 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 shared priorities across the organization - This is your week to own Customer Experie...
142: Getting the Most Out of Customer Service Week (and CX Day)
October 01, 2023 15:16 - 17 minutes - 32 MBIn 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 into delivering amazing hospitality for your guests well into the future. It's time...
141: 5 Step Framework to Protect Quality and Experience
September 19, 2023 17:25 - 19 minutes - 36.1 MBIn 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 business It's time for the great service comeback! Visit http://6canons.com/ to find my e...
140 Leadership Mindset for Growth With James Saliba
September 09, 2023 19:42 - 27 minutes - 50.1 MBIn 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 and understand how to move forward It's time for the great service comeback! Visit ...
139: Simplified Journey Mapping to Grow Your Customer Loyalty (and Sales)
August 26, 2023 16:11 - 23 minutes - 42.9 MBIn 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 involve key stakeholders within your organization in the journey mapping process ...
138: My Journey Through the Healthcare System and Patient Experience
August 11, 2023 19:23 - 24 minutes - 33.7 MBIn 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 - Prioritize the privacy and dignity of patients at all turns It's time for the grea...
137: 5 Leadership Lessons From Independence Day
June 30, 2023 20:09 - 22 minutes - 40.4 MBIn 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 Experience Expert, Keynote Speaker, and Author with a wide background incl...
136: Reframing Your Sales Process by Showcasing Your Value With Lisa J. Smith
June 10, 2023 15:37 - 23 minutes - 43.5 MBIn 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 It's time for the great service comeback! Learn More Here: https://ww...
135: Memorial Day and the Spirit of Service
May 28, 2023 14:51 - 18 minutes - 34.5 MBIn 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 in It's time for the great service comeback! Ready to chat? Book ti...
134: Does Your Technology Delight or Aggravate Your Customers?
May 13, 2023 12:09 - 19 minutes - 35.4 MBIn 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 Experience Expert, Keynote Speaker, and Author with a wide background including decad...
133: Customer Experience Is Your Recession Plan
April 30, 2023 00:02 - 20 minutes - 38 MBIn 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 COMEBACK! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author wit...
132: Building Experiences + Relationships Through Empathy
April 15, 2023 12:56 - 17 minutes - 32.8 MBIn 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 understanding your own emotions (devleoping your EQ) It's time for the great service comebac...
131: Leading Teams To Deliver Exceptional CX with Steve DiGioia
March 31, 2023 20:10 - 32 minutes - 58.9 MBIn 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 background including decades in retail and restaurants. He regularly speaks and coaches ...
130: Employee Experience Is Rocket Fuel for Customer Experience
March 18, 2023 14:53 - 19 minutes - 35 MBIn 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 Speaker, and Author with a wide background including decades in retail and restauran...
129: How Personalization Will WOW Your Customers and Grow Your Sales
March 04, 2023 19:32 - 24 minutes - 44 MBIn 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 understand your customer base and what matters to them Train your team to recognize the vario...
128: Beyond Gut Instincts - Let Data and Benchmarking Be Your Guide With Barbara Boden and Ann McNally
February 26, 2023 16:37 - 30 minutes - 56.6 MBIn 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 and prioritize resources. - Work with your contract partners to connect your cultu...
127: Developing Customer Relationships With Janyelle Milton
February 19, 2023 18:05 - 19 minutes - 35.3 MBIn 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 Expert, Keynote Speaker, and Author with a wide background including decades in retai...
126: ChatGPT: Way Less Scary Than Skynet or the Matrix
February 11, 2023 19:50 - 18 minutes - 34.5 MBIn 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 Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wi...
125: Sustaining High Performance and Employee Well Being With Brandi Olson
January 27, 2023 19:05 - 28 minutes - 52.6 MBIn 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 Customer Experience Expert, Keynote Speaker, and Author with a wide backgrou...
124: Recruiting and Retaining Powerhouse Teams in 2023
January 14, 2023 16:22 - 29 minutes - 54.7 MBIn 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, even if for just a few minutes Learn more here: https://www.igniteyourserv...
123: Customer Experience Trends for 2023
January 02, 2023 21:06 - 25 minutes - 46.5 MBIn 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 service comeback! Tony Johnson is a Customer Experience Expert, Keynote...
122: The Ghosts of CX Past, Present, and Future
December 20, 2022 02:12 - 21 minutes - 39.3 MBIn 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 look like based on the lessons you've learned and the feedback you've received from you...
121: Helping Teams Do Their Best Work With Gustavo Razzetti
December 10, 2022 16:22 - 20 minutes - 37.3 MBIn 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 - Flexibility is key to employee satisfaction and creating a great workpla...
120: Bring the Thankfulness and Dump the Excuses
November 19, 2022 14:17 - 20 minutes - 38.1 MBIn 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 and embrace the spirit of possibilities It's time for the great service co...
119: Building Trust by Delivering on Your Brand Promise With Jason Bradshaw
November 13, 2022 15:47 - 37 minutes - 68.4 MBIn 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 - Minimize pain to your employees so they pass that ease along to customers Learn ...
118: What Halloween Horror Nights Taught Me About Customer Price and Value Perception
October 29, 2022 01:42 - 16 minutes - 29.9 MBThis week I share what I learned about price, value, and buying preferences from Universal Studios Orlando's Halloween Horror Nights. - They are transparent about pricing and what you get for each level - They compare each level and make it easy to understand what you are purchasing - They live up to their commitments and deliver (mostly) on their promise for the RIP Experience. It's time for the great service comeback! Tony Johnson is a Customer Experience ...
117: A Proven Service Recovery Model When Things Go Wrong
October 15, 2022 13:25 - 19 minutes - 36.4 MBIn this episode, I share a bit about the current state of customer service in the market, particularly with Disney here in Central Florida. I also share my proven method of service recovery and issue resolution. - Listen and Empathize with your customers when there is a probelm - Empathize and Aplogize or Acknoledge the problem - Resolve the issue and Notify leadership so that the solution is scaled and the issue is not repeated It's time for the great service co...
116: 10 Customer Experience Rules For Business Success
October 02, 2022 21:20 - 22 minutes - 40.6 MBIn this episode, I share my 10 Customer Service Rules. Keep these in mind as you develop your CX strategies and programs. It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fort...
115: Are You Recession-Proofing Your Business Through Customer Experience?
September 25, 2022 13:34 - 21 minutes - 40 MBIn this episode, I talk about how to use the Experience Standards to ensure your business grows during the recession. - Use Customer Experience (CX) as a differentiator - Keep quality and value in mind as you set prices and offer services - As you collect feedback, make sure your customers know how you are using their comments to improve service for them It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, ...
114: Company Culture = Values + Behaviors With Jess Podgajny
September 11, 2022 14:02 - 21 minutes - 39.2 MBIn this episode, we invite Jess Podgajny into the studio to talk about employee engagement and company brand. - Personalization is key both in customer and employee experience - Teams want to feel like what they do each day contributes and has meaning - Empathetic leadership is key to listening and understanding employee needs, which will drive retention - Culture is a combination of values and behaviors that create your employer brand to attract...
113: The Lie Behind Quiet Quitting
September 02, 2022 15:36 - 23 minutes - 43.1 MBIn this episode, we talk about quiet quitting, the great resignation, and employee ghosting - and what to do about it. - Employees are pushing back on the idea of doing the work of 3 people and going above and beyond every moment of the day - Employee retention begins with communicating expectations and performance - Creating a culture through great training and recognition will help you cultivate employee advocacy and loyalty - Great employee engagement drives superi...
112: Turning Spaces Into Places Where People Want to Be - A Conversation With Tony Johnson and Simon Elliot
August 21, 2022 16:19 - 34 minutes - 63.9 MBIn this episode, Simon Elliot and I discuss the future of experience, workplace, and real estate. - The best solutions solve problems customer haven't even thought about yet - Customer are more comfortable making purchases at arms length, so giving them reasons to come to brick and mortar spaces will be key - When you think of workpalce experience as a product, you can turn spaces into places where people choose to be, rather than where they have to be Learn More: ...
111: Defining Intentional Service Behaviors
August 13, 2022 12:47 - 17 minutes - 31.8 MBIn this episode, I talk about breaking your customer service strategy down into behaviors you can train, measure, and coach on each day. - Make sure you have an intentional steps of service plan for your team - Take action on your Voice of the Customer (VOC) information - The details of your business and website tell a story about your brand and customer focus It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker...
110: Embracing Significant Leadership With Lauren Schieffer
August 06, 2022 13:22 - 28 minutes - 51.7 MBIn this episode, I invite Lauren Schieffer, CSP into the studio to talk about leading with significance. Great leadership is a catalyst for employee experince, which is a multiplier for amazing customer experiences. - Great customer journeys begin with communication - Leading with significance is about how many lives you can touch and influence positively - Great leaders elevate the results of others throughout the organization It's time for the great...
109: The Business Case for Vacation and Unplugging
July 25, 2022 12:02 - 21 minutes - 38.8 MBAs I head off on my first vacation in over a year, I want to share the power of unplugging, unwinding, and dreaming. Take your vacation time and use it to drive business results. - Vacation is great for your health and mental health - Getting away makes you more creative - Taking time off makes you a better leader and more productive. Take some time for yourself today - it's time for your comeback. Tony Johnson is a Customer Experience Expert, Keynote Speaker, ...
108: Recruiting and Retaining 5 Star Employees With Heenle Turner
July 16, 2022 15:26 - 22 minutes - 40.4 MBIn this episode, I welcome Heenle Turner into the studio to talk about people, employee experience, and retention. - Great customer experiences are personalized and don't feel cookie cutter - Leaders often struggle to have uncomfortable conversations, but that is a key to improving performance and communication - When you have a team of 5 start employees they will recruit more great talent for you - Transparency and flexibility are the key attrib...
107: 4 Leadership and Service Lessons From Independence Day
July 03, 2022 18:45 - 17 minutes - 32.3 MBWe can learn so much from our Founding Fathers when it comes to leadership - particulalry from John Adams. Remember that great leadership fuels great employee experiences, which inspires hospitality and customer experience. - Believe deeply in your values - Be passionate - Value your family - Beware jealousy and workplace politics It's time for the great service comeback! Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with ...
106: Finding Your Leadership Why With Dustin Dale
June 26, 2022 17:12 - 25 minutes - 46.6 MBIn this episode, I welcome Dustin Dale into the studio to discuss leadership and service. - The best customer experiences are transparent and straightforward - Great communicators tailor their messages to their employees to drive understanding - If you want to improve your recruitment and retention you must dig into what is causing people to leave - The pandemic shifted our mindset into more of a me focus rather than a team focus It's time for the great service ...