As 2025 approaches, it is a great time to look back on what happened in customer experience and employee experience in 2024 - and discuss what we can learn from it.

2025 will be a year of continuuing evolution and changing marketplaces. Are you ready to take your business to the next level?

- This past year the news was dominated by stories about Crowdstrike, Return to Office Mandates, and Artificial Intelligence (AI).

- Hyper personalization will continue to drive consumer and customer satisfaction.

- Employees are looking for empathetic leadership and opportunities to learn and grow.

- We are welcoming a new generation in Generation Beta in 2025.

Visit https://thetonyjohnson.teachable.com/ to invest in yourself and your team.

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.youtube.com/@TheTonyJohnson

Twitter:  https://twitter.com/The_TonyJohnson

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

Tik Tok:   https://www.tiktok.com/@igniteyourservice

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

Music: http://www.bensound.com

In this episode we invite Chase Jordan in the studio to discuss leadership, customer experience, and employee engagement. Chase brings a wealth of knowledge as a CXO and franchise owner that he shared with us during this conversation.

- Ease of use is the most important tactical action you can take to improve customer experience.

- Internal communication is crucial to keeping everyone on the same page and busting silos.

- Sharing and collaboration with the team builds loyalty and advocacy.

- Have a plan to help employees when they need assistance with tragedies.

Visit https://thetonyjohnson.teachable.com/ to invest in yourself and your team.

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 Chase: https://funnewbook.com/ and https://freenewquiz.com/ 

Check out my FREE Resources and Training Tools:

Web: https://www.igniteyourservice.com/

YouTube: https://www.youtube.com/@TheTonyJohnson

Twitter:  https://twitter.com/The_TonyJohnson

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

Tik Tok:   https://www.tiktok.com/@igniteyourservice

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

Music: http://www.bensound.com

Thanksgiving is the perfect time of year to show gratitude - and when you can personalize by generation, you will find a resonance that drives success from your team and with your customers.

In this episode we will talk about how to show gratitude to each generation when they are customers and when they are employees.

- Think about how each generation likes to be recognized.

- Consider how engaging them in personalized ways can build loyalty.

- Drive overall success and loyalty through gratitude and recognition.

- Every generation values different things from their leaders and their brands.

Visit https://thetonyjohnson.teachable.com/ to invest in yourself and your team.

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.youtube.com/@TheTonyJohnson

Twitter:  https://twitter.com/The_TonyJohnson

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

Tik Tok:   https://www.tiktok.com/@igniteyourservice

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

Music: http://www.bensound.com

The holiday season is here. Is your business ready? In this episode we talk about 10 tips + 1 bonus tip to deliver for your customers this holiday season. From Black Friday through New Year you have an opportunity to remove hassles for your guests and build ongoing loyalty to your brand.

- Now is the time to prepare and train your team for the upcoming business increase.

- Focus on speed and simplicity to deliver frictionless experiences during this stressful time of year.

- Keep personalization in mind to deliver a premium approach to service this holiday season.

- Prepare your team to solve problems and anticipate customer needs through training and empowerment.

- Keep employee engagement, recognition, and experience in mind all season long to take great care of your team.

Visit https://thetonyjohnson.teachable.com/ to invest in yourself and your team.

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.youtube.com/@TheTonyJohnson

Twitter:  https://twitter.com/The_TonyJohnson

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

Tik Tok:   https://www.tiktok.com/@igniteyourservice

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

Music: http://www.bensound.com

In this episode we are proud to welcome Chase Oliver into the studio. Mr. Oliver is the Libertarian candidate for president and on the ballot in 47 states. This interview is shared unedited and in its entirety. We did extend invitations to all major party presidential candidates and all candidates on the ballot in Polk County, Florida. As of the time of this interview recording, only Mr. Oliver agreed to an interview. 

Note: Any candidate who would like to come on our show and discuss improving customer service in government is welcome.

- Improving government customer service begins with transparency and streamlining processes.

- Streamlining and improving processes for Veterans Affairs (VA) is a great example of how a government program could be improved.

- Removing antiquated processes and updating technology is a key way to improve service to customers accessing government services.

- Creating better training systems will impove service and ensure the best employees are retained and challenged to do better each day.

Learn More About Chase Oliver: https://votechaseoliver.com/ or [email protected]

Visit https://www.igniteyourservice.com/6canons to invest in yourself and your team.

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.youtube.com/@TheTonyJohnson

Twitter:  https://twitter.com/The_TonyJohnson

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

Tik Tok:   https://www.tiktok.com/@igniteyourservice

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

In this episode we welcome Russ Hawkins into the studio to talk about digital customer experienes, loss prevention, and using modern data analytics to drive revenue. 

Visit https://www.igniteyourservice.com/6canons to invest in yourself and your team.

- Great customer experiences inspires loyalty, advocacy, and referrals for new customers

- Demoncratizing access to data and analytics within organizations can lead to decision making with a customer focus

- Loyalty programs can lead to improved customer service and decreased theft in your business as you cultivate relationships

- Create a culture where stealing is looked down upon and you are selecting people with integrity to joine your team (and be sure you are paying a competitive wage)

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 Russ: [email protected] and https://www.agilenceinc.com/ 

Check out my FREE Resources and Training Tools:

Web: https://www.igniteyourservice.com/

YouTube: https://www.youtube.com/@TheTonyJohnson

Twitter:  https://twitter.com/The_TonyJohnson

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

Tik Tok:   https://www.tiktok.com/@igniteyourservice

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

Music: http://www.bensound.com

CX Day is coming up on October 1st and Customer Service Week is October 7th - 11th. These days are so important to ensuring that you can improve your service and grow your sales. 

- CX Day is all about the strategy and the ROI on your customer experience investments and programs.

- Customer Service Week is more tactical and empahsizes those on the front line who are the face of the oganization.

- Creating a CX strategy and customer service program that creates easy experiences for customers and eliminates hassles

- Using these events as a springboard into the future to prioritize customer experience as a growth engine for the whole year.

Visit https://www.igniteyourservice.com/6canons to invest in yourself and your team.

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.youtube.com/@TheTonyJohnson

Twitter:  https://twitter.com/The_TonyJohnson

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

Tik Tok:   https://www.tiktok.com/@igniteyourservice

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

Music: http://www.bensound.com

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 Michael: https://www.mcorpcx.com/ and https://www.linkedin.com/in/mhinshaw/

Check out my FREE Resources and Training Tools:

Web: https://www.igniteyourservice.com/

YouTube: https://www.youtube.com/@TheTonyJohnson

Twitter:  https://twitter.com/The_TonyJohnson

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

Tik Tok:   https://www.tiktok.com/@igniteyourservice

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

Music: http://www.bensound.com

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 their amazing capacity for excellence.

Check out my FREE Resources and Training Tools:

Web: https://www.igniteyourservice.com/

YouTube: https://www.youtube.com/@TheTonyJohnson

Twitter:  https://twitter.com/The_TonyJohnson

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

Tik Tok:   https://www.tiktok.com/@igniteyourservice

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

Music: http://www.bensound.com

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: [email protected] or at https://www.locusive.com/

Check out my FREE Resources and Training Tools:

Web: https://www.igniteyourservice.com/

YouTube: https://www.youtube.com/@TheTonyJohnson

Twitter:  https://twitter.com/The_TonyJohnson

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

Tik Tok:   https://www.tiktok.com/@igniteyourservice

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

Music: http://www.bensound.com