Customer Service Academy

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, Radical Vulnerability, Radical Authetic Investment - Trauma informed marketing is about embracing the human experience - most of us have experienced some form of trauma (such as the pandemic) - This understanding of our customers as individuals helps us ensure we communicate in meaningful and inclusive ways (and solve their problems)   It's time for the great service comeback!  Visit http://6canons.com/ to invest in my latest virtual hospitality program.   Learn more about Kat at:  https://www.radicalcustomerexperience.com/   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background

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 for easy ways to share feedback from both customers and employees with you and your company It's time for the great service comeback!  Visit http://6canons.com/ to invest in my latest virtual hospitality program.     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.   Check out my FREE

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 communication, and so does your team - The best horror movies have heroes who solve problems, so teach your team to be great problem solvers - Trick or treaters are masters of teamwork, so learn from them and bring the idea of supporting each other to the team - Much as party-goers wear many different costumes on Halloween, leaders must wear many hats to inspire their teams It's time for the great service comeback!  Visit http://6canons.com/ to invest in my latest virtual hospitality program.   Learn more about Jonathon at:  https://www.emergeagency.com/   Tony Johnson is a Customer Experience Expert, Keynote Sp

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 shared priorities across the organization - This is your week to own Customer Experience and springboard into delivering amazing hospitality for your guests well into the future.   It's time for the great service comeback!  Visit http://6canons.com/ to invest in my latest virtual hospitality program.   Learn more about Jonathon at:  https://www.emergeagency.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

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 into delivering amazing hospitality for your guests well into the future.   It's time for the great service comeback!  Visit http://6canons.com/ to find my exclusive course on Customer Experience and Leadership.   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.   Check out my FREE Resources

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 business     It's time for the great service comeback!  Visit http://6canons.com/ to find my exclusive course on Customer Experience and Leadership.     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 F

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 and understand how to move forward    It's time for the great service comeback!  Visit http://6canons.com/ to find my exclusive course on Customer Experience and Leadership.     SHOW LINKS:  https://jamessaliba.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

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 involve key stakeholders within your organization in the journey mapping process   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 Re

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  Prioritize the privacy and dignity of patients at all turns   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: W

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 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_TonyJohn

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