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Customer Service Academy episodes
- 119: Building Trust by Delivering on Your Brand Promise With Jason Bradshaw
In this episode, I talk about the 3 principles to creating a customer focused culture.
- Great companies reduce gap between expectations and realty when it comes to customer service
- You can create raving fans by adding value and connections with customers before and after the sale
- When you deliver on your promise consistently and honestly, you will build trust with your customers
- Minimize pain to your employees so they pass that ease along to customers
Learn more about Jason at https://www.jasonsbradshaw.com/
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/The_TonyJohnson
Instagram: https://www.instagram.com/THE_TONYJOHNSON/
Tik Tok: https://vm.tiktok.com/owrTbL/
Facebook: https://www.facebook.com/tonyjohnsoncx/
Music: http://www.bensound.com
38 min - 118: What Halloween Horror Nights Taught Me About Customer Price and Value Perception
This week I share what I learned about price, value, and buying preferences from Universal Studios Orlando's Halloween Horror Nights.
- They are transparent about pricing and what you get for each level
- They compare each level and make it easy to understand what you are purchasing
- They live up to their commitments and deliver (mostly) on their promise for the RIP 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/The_TonyJohnson
Instagram: https://www.instagram.com/THE_TONYJOHNSON/
Tik Tok: https://vm.tiktok.com/owrTbL/
Facebook: https://www.facebook.com/tonyjohnsoncx/
Music: http://www.bensound.com
17 min - 117: A Proven Service Recovery Model When Things Go Wrong
In this episode, I share a bit about the current state of customer service in the market, particularly with Disney here in Central Florida. I also share my proven method of service recovery and issue resolution.
- Listen and Empathize with your customers when there is a probelm
- Empathize and Aplogize or Acknoledge the problem
- Resolve the issue and Notify leadership so that the solution is scaled and the issue is not repeated
It's time for the great service comeback!
https://www.igniteyourservice.com/
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/The_TonyJohnson
Instagram: https://www.instagram.com/THE_TONYJOHNSON/
Tik Tok: https://vm.tiktok.com/owrTbL/
Facebook: https://www.facebook.com/tonyjohnsoncx/
Music: http://www.bensound.com
20 min - 116: 10 Customer Experience Rules For Business Success
In this episode, I share my 10 Customer Service Rules. Keep these in mind as you develop your CX strategies and programs.
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
23 min - 115: Are You Recession-Proofing Your Business Through Customer Experience?
In this episode, I talk about how to use the Experience Standards to ensure your business grows during the recession.
- Use Customer Experience (CX) as a differentiator
- Keep quality and value in mind as you set prices and offer services
- As you collect feedback, make sure your customers know how you are using their comments to improve service for them
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
22 min - 114: Company Culture = Values + Behaviors With Jess Podgajny
In this episode, we invite Jess Podgajny into the studio to talk about employee engagement and company brand.
- Personalization is key both in customer and employee experience
- Teams want to feel like what they do each day contributes and has meaning
- Empathetic leadership is key to listening and understanding employee needs, which will drive retention
- Culture is a combination of values and behaviors that create your employer brand to attract great talent
Learn more at: https://www.hellolluna.com/
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
22 min - 113: The Lie Behind Quiet Quitting
In this episode, we talk about quiet quitting, the great resignation, and employee ghosting - and what to do about it.
- Employees are pushing back on the idea of doing the work of 3 people and going above and beyond every moment of the day
- Employee retention begins with communicating expectations and performance
- Creating a culture through great training and recognition will help you cultivate employee advocacy and loyalty
- Great employee engagement drives superior business and service outcomes
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
24 min - 112: Turning Spaces Into Places Where People Want to Be - A Conversation With Tony Johnson and Simon Elliot
In this episode, Simon Elliot and I discuss the future of experience, workplace, and real estate.
- The best solutions solve problems customer haven't even thought about yet
- Customer are more comfortable making purchases at arms length, so giving them reasons to come to brick and mortar spaces will be key
- When you think of workpalce experience as a product, you can turn spaces into places where people choose to be, rather than where they have to be
Learn More: https://www.4xiconsulting.com/
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, universities, travel leaders, 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:
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
35 min - 111: Defining Intentional Service Behaviors
In this episode, I talk about breaking your customer service strategy down into behaviors you can train, measure, and coach on each day.
- Make sure you have an intentional steps of service plan for your team
- Take action on your Voice of the Customer (VOC) information
- The details of your business and website tell a story about your brand and customer focus
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
18 min - 110: Embracing Significant Leadership With Lauren Schieffer
In this episode, I invite Lauren Schieffer, CSP into the studio to talk about leading with significance. Great leadership is a catalyst for employee experince, which is a multiplier for amazing customer experiences.
- Great customer journeys begin with communication
- Leading with significance is about how many lives you can touch and influence positively
- Great leaders elevate the results of others throughout the organization
It's time for the great service comeback!
Contacting Lauren:
Text "significance" to 411321 to get her whitepaper
https://laurenschieffer.com/
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
29 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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