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Customer Service Academy

Welcome to Tony Johnson's Customer Service Academy. Join Tony Johnson for a deep dive into customer experience (CX) and employee experience (EX) best practices to drive excellence in your business.
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Now displaying: 2020
Dec 26, 2020

In this episode, I talk about lessons learned during Boxing Day and the holiday season:

  1. Boxing day reminds us to prioritize employee engagement
  2. This holiday has taught us the power of value and empathy for customers
  3. Your in-store experience will be a key differentiator in 2021 as the coronavirus vaccine rolls out

 

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/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

Facebook:  https://www.facebook.com/tonyjohnsoncx/

 

Music: http://www.bensound.com

Dec 18, 2020

In this episode,  Simon Elliot from 4xi Global Workplace Consulting and Solutions joins us to discuss the future of work and the workplace.  Key points:

  1. Consistency and quality are key CX drivers

  2. The workplace of the future will be far more dispersed than ever before

  3. Workplaces must transform from a place people have to go to a place people want to be

  4. The focus will move from real estate to people and building relationships

  5. Technology is at the heart of creating seamless experiences - and not just for tech companies

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/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

Facebook:  https://www.facebook.com/tonyjohnsoncx/

 

Music: http://www.bensound.com

Dec 12, 2020

In this episode, I share my SIX CANONS OF CUSTOMER SERIVCE.  

  1. Smile and Welcome Your Customer Warmly
  2. Practice Fantastic Body Language
  3. Treat Your Customer as a Cherished Friend
  4. Stay Positive and Friendly
  5. Make it Easy
  6. Thank Your Customer

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/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

Facebook:  https://www.facebook.com/tonyjohnsoncx/

 

Music: http://www.bensound.com

Dec 4, 2020

In this episode, Chip Bell joins us in the studio.  Chip is the author of Inside Your Customer's Imagination: 5 Secrets to Creating Breakthrough Products, Services, and Solutions.

Here are the key points from our discussion:

1.  Winning on price is a short term strategy

 

2.  Servant leadership and coaching inspires great customer experiences

 

3.  Partner with your customers to create solutions and products that fit their needs and wants

 

4.  "Be the customer" to understand their pain points from their point of view

 

 

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/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

Facebook:  https://www.facebook.com/tonyjohnsoncx/

 

Music: http://www.bensound.com

Nov 27, 2020

In this episode, I talk about the process for developing your customer experience strategy.  Let's work together to bring a custom workshop to your organization.

  1. Develop a strategy by listening to your customers and your team
  2. Create training to build service skills with your team
  3. Validate success and iterate your program as needed

 

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/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

Snap Chat: https://www.snapchat.com/add/thetonyjohnson

Facebook:  https://www.facebook.com/tonyjohnsoncx/

 

Music: http://www.bensound.com

Nov 20, 2020

In this episode, we discuss Black Friday readiness and emotional connections:

  1. Customers want safety, ease, and value this shopping season
  2. Black Friday is an opportunity to showcase what is coming soon in the new year
  3. Understand your customers' needs and wants to deliver solutions for their problems

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/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

Snap Chat: https://www.snapchat.com/add/thetonyjohnson

Facebook:  https://www.facebook.com/tonyjohnsoncx/

 

Music: http://www.bensound.com

Nov 13, 2020

In this episode, Justin Winter, CEO of Boostopia, joins us in the studio to discuss customer service and technology.

 

  1. Technology is one piece of a larger customer engagement strategy

 

  1. Artificial Intelligence (AI) is a great way to free up your team from answering the same basic questions, freeing them up to care for customers

 

  1. Starting with your customer's most asked questions will help you dial in your AI experience

 

  1. Qualitative and quantitative measures must be integrated to provide the best overall service experience

 

  1. Self-service is about giving customers the tools they need to solve their problems with minimum effort

 

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/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

Snap Chat: https://www.snapchat.com/add/thetonyjohnson

Facebook:  https://www.facebook.com/tonyjohnsoncx/

 

Music: http://www.bensound.com

Nov 6, 2020

In this episode, I talk about how to inspire the best behaviors from your team to create exceptional customer experiences:

  1. Be clear about expectations
  2. Define on stage and off stage
  3. Set a great example as a leader

 

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/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

Snap Chat: https://www.snapchat.com/add/thetonyjohnson

Facebook:  https://www.facebook.com/tonyjohnsoncx/

 

Music: http://www.bensound.com

Oct 30, 2020

In this episode, Cynthia Blackwell steps into the studio to talk about service, leadership, and results:

  1. Hire for passion and train the skills
  2. Great leaders prioritize developing relationships
  3. The best service organizations focus on positive moments
  4. People buy from people they respect and trust
  5. Healthy conflict and discussion will make you more creative and impactful

 

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/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

Snap Chat: https://www.snapchat.com/add/thetonyjohnson

Facebook:  https://www.facebook.com/tonyjohnsoncx/

 

Music: http://www.bensound.com

Oct 23, 2020

In this episode, we take a Halloween slant and talk about bringing more life to your service.

  1. Don't let your team get away with mindless service
  2. Harness your team's brain power
  3. Move beyond survival to purpose

 

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/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

Snap Chat: https://www.snapchat.com/add/thetonyjohnson

Facebook:  https://www.facebook.com/tonyjohnsoncx/

 

Music: http://www.bensound.com

Oct 17, 2020

In this episode, Dr. Rich Greene discusses his Iron Mind Code Success Formula and his leadership strategies.

  1. Great customer service makes the repeat sale so much easier
  2. Everyone is a leader and must lead by example
  3. Make time for your team and show empathy
  4. Managing and prioritizing your day is key to managing stress
  5. Set proper and realistic expectations and stretch goals

 

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/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

Snap Chat: https://www.snapchat.com/add/thetonyjohnson

Facebook:  https://www.facebook.com/tonyjohnsoncx/

 

Music: http://www.bensound.com

Oct 9, 2020

In this episode, I welcome Laura Tolhoek into the studio to talk about Human Resources and Internal Employee Brand.

  1. Great customer service is about making it easy and offering the occasional surprise and delight

  2. Your internal employer brand must match who you say you are as an organization

  3. Take care with your applicant experience to be sure you attract the best talent

  4. Performance management is about team development and goal setting

  5. Your gut will fail you and your systems will save you

Check out https://www.essentialhr.ca/ignite for the free tool from Laura she discusses during the program.


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/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

Snap Chat: https://www.snapchat.com/add/thetonyjohnson

Facebook:  https://www.facebook.com/tonyjohnsoncx/

 

Music: http://www.bensound.com

Oct 2, 2020

It's CUSTOMER SERVICE WEEK!  Let's celebrate and bring these great benefits to the organization:

  1. Build employee morale
  2. Focus on the importance of great customer service
  3. Bust down silos and inspire teamwork

 

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/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

Snap Chat: https://www.snapchat.com/add/thetonyjohnson

 

Music: http://www.bensound.com

Sep 25, 2020

In this episode, I speak with Jason Wright from Intentionally Inspirational about marketing, communication, leadership, and customer service.

  1. Understand the steps of your sales process
  2. Identify your ideal customer
  3. Never forget that your customer lifetime value is key - don't focus on just one interaction
  4. Use data to make decisions and don't get emotionally attached to ads that aren't working

 

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/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

Snap Chat: https://www.snapchat.com/add/thetonyjohnson

 

Music: http://www.bensound.com

Sep 18, 2020

In this episode, I talk about the 4 Ps of customer experience and how they can help your business win:  People, Place Product, and Process

  1. People - The "who" of your organization
  2. Place - "Where" you meet your customers
  3. Product - "What" product of service you offer
  4. Process - "How" you get things done and make things easy

 

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/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

Snap Chat: https://www.snapchat.com/add/thetonyjohnson

 

Music: http://www.bensound.com

Sep 11, 2020

In this episode, I talk about supercharging your customer experience to grow your sales and market share.

  1. Combine executive sponsorship and grassroots pull
  2. Tie customer wins to employee training
  3. Appoint a Customer Experience Officer (CXO) or Director of Customer Service

 

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/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

Snap Chat: https://www.snapchat.com/add/thetonyjohnson

 

Music: http://www.bensound.com

Sep 4, 2020

In this episode, I talk about Key Performance Indicators (KPIs) and how you can use them to grow sales and accountability.

  1. You must know your Customer Satisfaction and Net Promoter Scores - and share them widely
  2. Analyzing verbatim comments is the purest voice of the customer you can get
  3. Attach KPIs to performance planning and annual evaluations to ensure leaders focus on those results
  4. Include employee engagement scores as a leading indicator of customer 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/RecipeforserviceNet

Twitter:  https://twitter.com/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

Snap Chat: https://www.snapchat.com/add/thetonyjohnson

 

Music: http://www.bensound.com

Aug 28, 2020

Nurturing business relationships through storytelling and authenticity.

 

In this episode, I speak with Mark Gai, an expert in the power of leadership and storytelling to create relationship and business results.

  1. Surround yourself with positive people who bring value to your organization
  2. As a leader, people are always watching us and how we lead
  3. Recharge yourself regularly to perform at the highest level
  4. Use active listening skills to stay attuned to the business needs of your clients
  5. Leading without formal authority is key in today's business world

 

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/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

Snap Chat: https://www.snapchat.com/add/thetonyjohnson

 

Music: http://www.bensound.com

Aug 21, 2020

In this episode, we will discuss execution and how it impacts the overall customer and guest experience

  1. Details tell a story about your brand
  2. Creating a service behaviors model inspires consistent customer experiences
  3. Body language and tone of voice are important parts of your service strategy

 

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/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

Snap Chat: https://www.snapchat.com/add/thetonyjohnson

 

Music: http://www.bensound.com

Aug 14, 2020

In this episode, I talk about how to hear your customers and put their feedback to great use:

  1. Leverage in person interactions
  2. Conduct targeted focus groups and intercept surveys
  3. Implement a formal VOC survey mechanism including Net Promoter Score
  4. Share the information within your business so everyone can help improve the customer 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/RecipeforserviceNet

Twitter:  https://twitter.com/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

Snap Chat: https://www.snapchat.com/add/thetonyjohnson

 

Music: http://www.bensound.com

Aug 7, 2020

In this episode, I talk about the 4 ways to build an authentic, engaging customer experience

  1. Experience - Great CX goes beyond service and hospitality to include everything that touches your customers
  2. Authenticity - Customers want genuine service moments with personality
  3. Personalization - Customers want experiences that feel just for them
  4. Technology - Tech that brings value and ease to customers

 

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/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

Snap Chat: https://www.snapchat.com/add/thetonyjohnson

 

Music: http://www.bensound.com

Jul 31, 2020

In this episode, I take a deeper dive into the Great Service Comeback Framework:  Safety, Hospitality, Quality, and Simplicity

1.  Customers demand safe and sanitary locations

2.  Customers expect hospitality that delivers kindness and personalization

3.  Customers rely on you to provide consistent quality

4.  Customers prefer experiences that are easy and hassle free

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/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

Snap Chat: https://www.snapchat.com/add/thetonyjohnson

 

Music: http://www.bensound.com

Jul 24, 2020

In this episode, I speak with Clint Westbrook, who has spent time with Disney, Darden Restaurants, and The Wolfgang Puck organization.  We discuss:

  1. Treating Customers as Guests
  2. Having fun at work and being generous with recognition
  3. Developing teams to grow
  4. Building a reputation of trustworthy leadership

 

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/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

Snap Chat: https://www.snapchat.com/add/thetonyjohnson

 

Music: http://www.bensound.com

Jul 17, 2020

In this episode I talk about the benefits of employee engagement.  When team experience is prioritized, they:

1.  Buy in to the culture

2.  Give extra discretionary effort

3.  Understand the "why" behind the work

4.  Feel a connection to the organizational culture

5.  Deliver amazing customer service

 

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/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

Snap Chat: https://www.snapchat.com/add/thetonyjohnson

 

Music: http://www.bensound.com

Jul 10, 2020

In this episode, I interview Charity Bradley, marketing leader, about brand and the customer experience.  We talk about personalized service, marketing, and digital experience in this evolving economy.

  1. Keep these 4 pillars in mind:  Hospitality, value, interactions, and service recovery

  2. Merchandize well and make sure customers have a great selection from which to choose

  3. Everything about a visit impacts the service experience - right down to the bathrooms

  4. Are all interactions must be welcoming and friendly

  5. Involve your team in the "why"

  6.  

    Make things incredibly easy for customers

     

  7. Communicate quickly with customers - especially on digital

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/ServiceRecipe

Instagram: https://www.instagram.com/recipeforservice/

Tik Tok:  https://vm.tiktok.com/owrTbL/

Snap Chat: https://www.snapchat.com/add/thetonyjohnson

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