Customer Service Academy

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   It's time for the great service comeback!   Learn More Here:  https://www.smithcous.com/     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 Fortune 500 companies to unlock their amazing capacity for excellence.     Tony Johnson Customer Service Expert | Author | Trainer | Speaker     Check out my FREE Resources and Training Tools: Web: h

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 in   It's time for the great service comeback!   Ready to chat?  Book time with Tony here:  https://calendly.com/thetonyjohnson/15-minute-strategy-and-consultation       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 Fortune 500 companies to unlock their amazing capacity for excellence.     Tony Johnson Customer Service Expert | Author | Trainer

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 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 Fortune 500 companies to unlock their amazing capacity for excellence.     Tony Johnson Customer Service Expert | Author | Trainer | Speaker     Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/The_TonyJohnson

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 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 Fortune 500 companies to unlock their amazing capacity for excellence.     Tony Johnson Customer Service Expert | Author | Trainer | Speaker     Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twit

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 understanding your own emotions (devleoping your EQ)     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 Fortune 500 companies to unlock their amazing capacity for excellence.     Tony Johnson Customer Service Expert | Author | Trainer | Speaker     Check out my FREE Resources and Training Tools: Web: https

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 you 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 organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.     Tony Johnson Customer Service Expert | Author | Trainer | Speaker     Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/The_TonyJohnson Instagram: https://www.instagram.com/THE_TONYJOHNSON/ Tik Tok:  h

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 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 Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/The_TonyJohnson Instagram: https://www.instag

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 understand your customer base and what matters to them Train your team to recognize the various customer types and take action to serve them in a personalized and friendly ways     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 Fortune 500 companies to unlock their amazing capacity for excellence.   Ton

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 and prioritize resources.   - Work with your contract partners to connect your cultures in a meaningful way.   - Just getting the data isn't enough - share the information widely to harness the brainpower of your organization.   - Don't let data rot in a desk drawer, you must take action on what you learn to improve your business. - In times of uncertainty, data keeps the focus where it matters most.     Links From The Show:   https://www.4xi360.com/criterion   annmcnally@4xiconsulting.com         It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote

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 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 Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/The_TonyJohnson Instagram: https

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 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 Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/Th

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 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 Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/The_TonyJohnson Insta

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, even if for just a few minutes   Learn more here:  https://www.igniteyourservice.com/post/why-celebrate-your-team     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 Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check o

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 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 Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:

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 look like based on the lessons you've learned and the feedback you've received from your guests and your team?   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 Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FRE

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     - Flexibility is key to employee satisfaction and creating a great workplace environment   Learn more about Gustavo at https://www.fearlessculture.design/   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 Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service E

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 and embrace the spirit of possibilities     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 Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice

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   - Minimize pain to your employees so they pass that ease along to customers Learn more about Jason at https://www.jasonsbradshaw.com/     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 Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | S

This 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 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 Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/Recipeforse

In 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 comeback!   https://www.igniteyourservice.com/     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 Fortune 500 companies to unlock their amazing capacity for excellence.   Tony Johnson Customer Service Expert | Author | Trainer | Speaker   Check out my FREE Resources and Training