Customer Service Academy

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 customers - Virtual learning is not enough on its own - it takes a combination of in person and virtual learning to drive success. It must also be applicable to their job and the information they need to be successful.   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.   Reach out to Micha

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 appreciating and celebrating the contributions of the workforce. - There are opportunities everyday to connect with your team and make them feel welcomed and included. - Lean into communication, professional development, and recognition to drive employee engagement and retention   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 the

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 continue to improve the chatbot experience and is a key way to use this tool in a real world way - Generative AI will help your customers solve their own problems more quickly   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.   To Contact Shanif: Shanif@locusive.com or at https://www.locusi

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 culture of continuous feedback and improvement - Stay competitive with compensation and pay - Create flexible work environments   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 and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://

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 questions at the right time.   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.   Aaron's Links: https://www.b2bsalesplaybook.com/ https://www.linkedin.com/in/aaron-tighe-7042635/   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.y

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 experiences (CX) - What is a premium customer experience? - How can you craft a premium customer experience for your business?   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 and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.yout

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 on solving problems for customers and clients - Find small ways to give little wows to your customers and clients - Find ways to be generous with your expertise   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.   LEARN MORE ABOUT JESSICA:   https://tulipmediagroup.com/ https://www.linke

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 into innovation and technology to solve problems for customers - Be creative to hear your customers and understand their feedback     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 and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https:/

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 intentional approach with strategially placed communication and education around sustainability. - Sustainability is important to customers and is a business imperative.  - Nail the low hanging fruit like tracking your utilities and finding ways to improve your power consumption. - You are probably doing more than you think you are, so be sure to communicate what you are already doing with your customers. - Check out competitor's sustainability reports for ideas and a potential roadmap for your efforts.   It's time for the great service comeback!  Visit https://www.igniteyourservice.com/6canons today to invest in yourself and

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 your sales team.   - Start by prioritizing your employee experience - Cultivate customer understanding - Align with customer needs - Ensure a robust feedback mechanism to measure and gauge impact It's time for the great service comeback!  Visit Visit https://ignite-your-customer-service-master-class.teachable.com/p/six-canons-of-customer-service 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 excellenc

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 experiences and recognizing customer preferences. - Great automation can help you win during your peak periods by serving customers more quickly. - Cognitive AI will be a game changer to help supplement contact center agents and serve customers more effectively than generative AI. Get in touch with Peter Voss:  https://aigo.ai/   It's time for the great service comeback!  Visit Visit https://ignite-your-customer-service-master-class.teachable.com/p/six-canons-of-customer-service to invest in my latest virtual hospitality program.   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background

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. - They must be a great communicator and skilled at bringing people together. - Look for leaders who can connect data to insights to actions. - Have the presence to be the voice of the customer and employee in every room they enter.   It's time for the great service comeback!  Visit Visit https://ignite-your-customer-service-master-class.teachable.com/p/six-canons-of-customer-service 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

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 and your business You can drive attention to detail that builds customer trust Being present with your team drives engagement through coaching and recognition Your presence sets a tone for expectations and excellence   It's time for the great service comeback!  Visit Visit https://ignite-your-customer-service-master-class.teachable.com/p/six-canons-of-customer-service 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

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 aligned with customers' preferred ways of getting things done. - In the hospitality business we are about building loyalty through maximizing customers time and money (and often time is more valuable).   It's time for the great service comeback!  Visit http://6canons.com to invest in my latest virtual hospitality program.   Reach Dave at:  https://www.stonemantel.co/   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 Cus

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 leading with empathy will help you lead your team the way they want to be led. - Communicate in a way the informs withour overwhelming. - Understanding the different generations in the workplace will help you lead them better. - Create welcoming and inclusive environments will help attract and retain top talent.   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 t

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 center operations can improve customer satisfaction and NPS. - Effective contact centers are not costs, but investments in your business growth. - The best AI is conversational in nature and has been given the right information to make the most of various use cases.   It's time for the great service comeback!  Visit http://6canons.com to invest in my latest virtual hospitality program.   Nikola's Website:  https://poly.ai/ Email:  nikola@poly.ai   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 coache

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 - Analyze your customer journey to reduce friction and prioritize your omnichannel experience - Utilize A.I. and predictive analystics to deliver hyper-personalized experiences - Deepen relationships in your community through local participation, sustainability, and good works   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

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 potential to fill corporate real estate with inviting, innovative, and magnetizing offers   - The future of real estate might include several floors of different offerings, such as micro universities, hotels, office space, coworking, and entertainment locations   - The best workspaces will inspire teams to wan to come to the office and create a sense of community and casual collisions   Reach out to Simon Elliot:  Hello@4xiconsulting.com Navigating the Future of Corporate Real Estate: A Pathway to Revival:  https://www.4xiconsulting.com/post/navigating-the-future-of-corporate-real-estate-a-pathway-to-revival     It's time

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 feel manipulated - Keep your customer experience top of mind with personalized moments, steamlined shopping processes    - Ensure your team feels cared for by prioritizing recognition, supporting wellness, and creating opportunities to learn and grow throughout the year   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 comm

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