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Customer Service Academy episodes
- 29: How to Supercharge Your Customer Experience
In this episode, I talk about supercharging your customer experience to grow your sales and market share.
- Combine executive sponsorship and grassroots pull
- Tie customer wins to employee training
- 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
15 min - 28: You Can't Improve Your Customer Service Until You Know Your Numbers
In this episode, I talk about Key Performance Indicators (KPIs) and how you can use them to grow sales and accountability.
- You must know your Customer Satisfaction and Net Promoter Scores - and share them widely
- Analyzing verbatim comments is the purest voice of the customer you can get
- Attach KPIs to performance planning and annual evaluations to ensure leaders focus on those results
- 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
17 min - 27: Optimistic Leadership That Creates Value for Customers and Clients with Mark Gai
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.
- Surround yourself with positive people who bring value to your organization
- As a leader, people are always watching us and how we lead
- Recharge yourself regularly to perform at the highest level
- Use active listening skills to stay attuned to the business needs of your clients
- 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
29 min - 26: Just Being Nice Isn't Enough - How Execution Drives Experience
In this episode, we will discuss execution and how it impacts the overall customer and guest experience
- Details tell a story about your brand
- Creating a service behaviors model inspires consistent customer experiences
- 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
19 min - 25: Stop Wasting Your Customer Feedback
In this episode, I talk about how to hear your customers and put their feedback to great use:
- Leverage in person interactions
- Conduct targeted focus groups and intercept surveys
- Implement a formal VOC survey mechanism including Net Promoter Score
- 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
20 min - 24: 4 Ways to Build an Authentic and Engaging Customer Experience
In this episode, I talk about the 4 ways to build an authentic, engaging customer experience
- Experience - Great CX goes beyond service and hospitality to include everything that touches your customers
- Authenticity - Customers want genuine service moments with personality
- Personalization - Customers want experiences that feel just for them
- 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
19 min - 23: Giving Customers What They Want - A Winning Recipe for Growth
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
16 min - 22: Leading Teams to Deliver Amazing Guest Experiences With Clint Westbrook
In this episode, I speak with Clint Westbrook, who has spent time with Disney, Darden Restaurants, and The Wolfgang Puck organization. We discuss:
- Treating Customers as Guests
- Having fun at work and being generous with recognition
- Developing teams to grow
- 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
33 min - 21: How Team Experience Inspires Culture and Sales Growth
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
16 min - 20: Personalizing Brand and Service With Marketing Leader Charity Bradley
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.
-
Keep these 4 pillars in mind: Hospitality, value, interactions, and service recovery
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Merchandize well and make sure customers have a great selection from which to choose
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Everything about a visit impacts the service experience - right down to the bathrooms
-
Are all interactions must be welcoming and friendly
-
Involve your team in the "why"
-
Make things incredibly easy for customers
-
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
30 min -
About Customer Service Academy
From the publisher's feed
Great customer service is the key to unlocking unparalleled sales growth. Customer Service Academy Radio features customer experience expert and award winning speaker Tony Johnson. Tony will share how to deliver the very best service to your customers and grow your business. Tony will interview leaders from best-in-class organizations and share his common sense approach to business success. Tony has led large and diverse teams in the restaurant, retail, and corporate spaces for decades and will share strategies and tactics that work in the real world on the front lines of service. Together we can ignite experiences that power business results!
Learn more today at https://www.igniteyourservice.com/training. You can also email me at [email protected] or call/text 606-356-7447.
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