Customer Service Academy

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 fo...

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 c...

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 sh...

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...

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...

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 unde...

I n 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 invo...

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   - Priori...

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...

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...

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'...

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 Exper...

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!  ...

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...

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 your recognition -  Make sure that you work to train and empower your new managers It's time for the great service comeback!       Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including...

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,...

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 understa...

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...

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 Sp...

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 Cu...

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 Custo...

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,...

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 s...

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 loo...

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     -...