Customer Service Academy – Détails, épisodes et analyse

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Customer Service Academy

Tony Johnson

Business & Entrepreneuriat

Fréquence : 1 épisode/16j. Total Éps: 100

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 tony@igniteyourservice.com or call/text 606-356-7447.

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Apple Podcasts

🇨🇦 Canada - marketing
26/05/2026
#87

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Liens partagés entre épisodes et podcasts

Liens présents dans les descriptions d'épisodes et autres podcasts les utilisant également.

https://www.igniteyourservice.com/
198 partages
http://www.bensound.com
82 partages
http://www.bensound.com/
82 partages

https://vm.tiktok.com/owrTbL/
108 partages
https://www.tiktok.com/@igniteyourservice
90 partages

https://www.youtube.com/c/RecipeforserviceNet
108 partages
https://www.youtube.com/@TheTonyJohnson
89 partages

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Score global : 79%

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Liste des épisodes récents, avec titres, durées et descriptions.

193: The Superpower of Bringing People Together With Amy Wiggins, Lakeland Chamber of Commerce

Saison 2 · Épisode 43

dimanche 17 mai 2026 • Durée 43:40

The Superpower of Bringing People Together With Amy Wiggins | Lakeland Chamber of Commerce

As the President + CEO of the Lakeland Chamber of Commerce, Amy is dedicated to creating a climate where business can prosper. She and her team do this by advocating for pro-business policies and initiatives, connecting businesses to resources, and strengthening relationships.

A native of Plant City, Amy graduated from Florida Southern College and was formerly the Executive Director at the Lakeland Symphony.

On today's episode we discuss:

• Why great customer experience is built on relationships and making people feel seen and heard

• How chambers of commerce create value by connecting businesses, resources, leaders, and community partners

• Why "nonprofit" is a tax status, not a business model, and how great teams still require investment, trust, and buy-in

• The importance of collaboration, belonging, and gathering in building stronger businesses and stronger communities

• How talent development, career pathways, education, infrastructure, and public policy all help create long-term business growth

This makes the case for how important local chambers of commerce are to communities and the impact they have on businesses of all sizes - and that is great customer service!

Book time with me to learn about our speaking, training, and consulting services: https://calendly.com/thetonyjohnson/strategy

Links & Resources:

📌 Connect with me on LinkedIn: https://www.linkedin.com/in/tony-johnson-ccxp/

📌 Order my book Together We Serve: https://amzn.to/4pwGvPL

📌 Book hospitality training for your team today: https://www.igniteyourservice.com/summits

📌 https://www.linkedin.com/in/nikkibarua

📌 President@lakelandchamber.com & https://www.lakelandchamber.com/

Tony Johnson is a Customer Experience + Hospitality Consultant, Keynote Speaker, Trainer, and Author with a wide background including higher education, restaurants, retail, travel, city government, chambers of commerse, and leisure. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement and retentions. Tony has spoken to government agencies, airlines, universities, and many 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/

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192: People Squared - Leading in an AI World With Nikki Barua

Saison 2 · Épisode 92

mardi 10 mars 2026 • Durée 27:35

People Squared - Leading in an AI World With Nikki Barua

For more than 25 years, Nikki Barua has helped global brands reinvent their culture, capabilities, and competitive edge.

In this episode, Nikki introduces the idea of "People Squared." Let AI do what machines do best, while humans double down on connection, empathy, and judgment. When leaders combine both, teams become exponentially more capable.

We explore what leadership, customer experience, and human connection look like in a world where AI is reshaping how work gets done.

In this episode:

Why great service is about being seen, feeling understood, and knowing you belong.
How leaders must shift from directing tasks to explaining the why and providing context.
Why identifying your superpower and zone of genius matters more in the AI era.
How to find and eliminate friction points that slow teams down.
Why empathy, curiosity, and human judgment will matter even more as technology advances.

AI will continue to transform how work happens. The leaders who thrive will be the ones who learn how to combine technology with what only people can do.

Book time with me to learn about our speaking, training, and consulting services: https://calendly.com/thetonyjohnson/strategy

Links & Resources:

📌 Connect with me on LinkedIn: https://www.linkedin.com/in/tony-johnson-ccxp/

📌 Order my book Together We Serve: https://amzn.to/4pwGvPL

📌 Book hospitality training for your team today:

183: Your Leadership Wake Up Call - 5 Lessons From Labor Day

Saison 2 · Épisode 83

dimanche 31 août 2025 • Durée 20:20

This leadership wake up call will help you create your workplace of the future - where people want to be, not where they have to be.

Labor Day isn't just a long weekend. It's an annual celebration of American workers. In this episode of the Customer Service Academy, I take a closer look at the history of Labor Day and the lessons it still holds for leaders today.

From the 10,000 workers who marched in the very first Labor Day parade in 1882 to the diverse workforce powering today's experience economy, this holiday reminds us to honor the people behind the progress. I'll unpack five leadership lessons that resonate across generations:

Why respect must always be the foundation.
How recognition fuels engagement and retention.
The importance of investing in growth, development, and safety.
"Why" communication - and sharing the "why" behind the work to build trust.

Backed by fresh stats and practical examples, this episode challenges leaders to go beyond a single holiday and live the principles of Labor Day every day.

If you want to lead with purpose, elevate your team, and deliver better experiences for customers, this episode is your blueprint.

Subscribe, drop 5 stars, and share this episode to help more leaders bring passion and purpose to their organizations.

Links & Resources:

📌 Connect with me on LinkedIn: https://www.linkedin.com/in/tony-johnson-ccxp/

📌 Book hospitality training for your team today: https://www.igniteyourservice.com/summits

182: Technology Enabled, People-Focused Customer Service With Matt Whitmer

Saison 2 · Épisode 82

dimanche 10 août 2025 • Durée 24:44

Technology enabled, people-focused Customer Service With Matt Whitmer.

In today's episode, we're thrilled to welcome Matt Whitmer into the studio. Matt is the Chief Revenue Officer and SVP of Marketing at Mosaicx, a conversational AI provider. He has over 15 years of experience in senior leadership focused on CX and enterprise client relationships.

What we cover in this episode:

It's all about meeting customers where they are in their journey.
Customers want to trust the brands they work with.
Customers want to feel like they are being helped, not "sold."
Build conduits within your organization to ensure open communication and to bust silos.
The best customer experience is enabled by technology and AI but driven by people.

Subscribe, review, and share this episode to help more leaders bring passion and purpose to their organizations.

Links & Resources:

📌 Connect with me on LinkedIn: https://www.linkedin.com/in/tony-johnson-ccxp/

📌 Book hospitality training for your team today: https://www.igniteyourservice.com/summits

📌 Connect with Matt: matt.whitmer@mosaicx.com or at www.mosaicx.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.

181: Designing Your Customer Experience Framework and Hospitality Blueprint

Saison 2 · Épisode 81

lundi 21 juillet 2025 • Durée 30:43

In this episode, we will discuss the power of your customer experience blueprint as well as the best techniques and tactics to craft a culture of hospitality. Customer Experience (CX) has the power to create a true competitive advtantage as well as generate revenue from customer loyalty and word of mouth marketing.

We'll explore:

The power of a strong Customer Experience Framework
Getting your organization on the same page to avoid siloes and duplication
Creating a space where employees can do their best work and drive repeatable, engaging customer service
Developing a team with a heart for hospitality
Deploying your customer experience and hospitality strategy
Reinforcing, measuring, and coaching your hospitality and CX strategy for success now and into the future

Whether you're a business owner, CX leader, C-Suite Executive, or growth-focused professional, this episode will challenge your thinking and offer practical strategies you can implement today.

🎧 Tune in and learn how you can prioritize a hospitality culture within your organization as a part of a cohesive and intentional CX strategy.

Links & Resources:

📌 Connect with me on LinkedIn: https://www.linkedin.com/in/tony-johnson-ccxp/

📌 Book hospitality training for your team today: https://www.igniteyourservice.com/summits

📌 Learn more about Tony: https://www.igniteyourservice.com/

180: How to Create Real Customer Connections with Doug Brown

Saison 2 · Épisode 80

mardi 24 juin 2025 • Durée 30:38

In this episode, we're diving deep into the art of connection with Doug Brown from CEO Sales Strategies. He is an expert at driving results, uniting teams, and delivering unforgettable customer experiences.

You'll learn why today's customers are clamoring for connection, and how your business can meet that need by aligning your teams, sharpening your message, and understanding your buyers better than ever.

We'll explore:

Why great teams move in the same direction (and how to get yours there)
How leaders set the tone for performance and culture by setting the example
The power of understanding client objections before they derail your sale
The secret to identifying your right-fit buyer and fine-tuning your messaging and marketing
Why follow-up is the most overlooked part of both the sales and service cycle
How to eliminate silos between sales, marketing, and customer service to create a seamless, connected experience

Whether you're a business owner, CX leader, or growth-focused professional, this episode will challenge your thinking and offer practical strategies you can implement today.

🎧 Tune in and discover how to align your people and process to serve customers with excellence.

Links & Resources:

📌 Connect with me on LinkedIn: https://www.linkedin.com/in/tony-johnson-ccxp/

📌 Book hospitality training for your team today: https://www.igniteyourservice.com/summits

📌 Learn more about Diabolocom: https://www.diabolocom.com/

179: Balancing AI and Humanity in CX with Frederic Durand

Saison 2 · Épisode 79

jeudi 22 mai 2025 • Durée 23:11

Balancing AI and Humanity in CX with Frederic Durand, CEO of Diabolocom

In today's episode, we're thrilled to welcome Frederic Durand, Founder and CEO of Diabolocom, a global leader in customer experience solutions powered by proprietary AI. With over two decades of experience transforming customer service for brands like Mitsubishi Electric, Nikon, and Brinks, Frederic brings a practical, global perspective to the evolving world of CX.

What we cover in this episode:

Why great customer experiences are effortless by design
How AI can automate repetitive tasks, freeing your team for high-value conversations
The critical need to balance AI automation with authentic human connection
Why AI integration leads to more WOW moments and stronger customer loyalty
How Ignoring AI today is like ignoring computers in the 1980s
How AI enables 24/7 service without burnout
Why solving problems quickly and easily is the foundation of trust and advocacy

Subscribe, review, and share this episode to help more leaders bring passion and purpose to their organizations.

Links & Resources:

📌 Connect with me on LinkedIn: https://www.linkedin.com/in/tony-johnson-ccxp/

📌 Book hospitality training for your team today: https://www.igniteyourservice.com/summits

📌 Learn more about Diabolocom:

178: Hospitality That Makes Sun 'n Fun Soar With Gene Conrad

Saison 2 · Épisode 78

vendredi 25 avril 2025 • Durée 42:03

In this high-flying episode, we sit down with Gene Conrad, President and CEO of the Aerospace Center for Excellence and Sun 'n Fun Aerospace Expo in Lakeland Florida. Sun 'n Fun is one of the largest aviation events in the country and welcomes over 200,000 visitors annually.

Key Takeaways:

✈️ Safety First – Safety is the primary focus for the airshow, and should be for your business as well.
👥 People Over Planes – The aircraft might draw a crowd, but it's the human connection that creates return guests.
🏘️ Build Community – How Sun 'n Fun creates a sense of belonging that drives long-term success.
💪 Perfect Effort – Gene's powerful philosophy: it's not about being perfect, it's about putting in perfect effort.
📋 Debrief and Do Something – Why post-event reviews matter only when action follows based on what you learn.

Whether you're in the sky or on the ground, this episode is packed with insights on leadership, culture, and delivering remarkable experiences.

Subscribe, review, and share this episode to help more leaders bring passion and purpose to their organizations.

Links & Resources:

📌 Connect with me on LinkedIn: https://www.linkedin.com/in/tony-johnson-ccxp/

📌 Book hospitality training for your team today: https://www.igniteyourservice.com/summits

📌 Learn more about Sun 'n Fun: https://flysnf.org/

📌 Learn more about the Aerospace Center for Excellence:

177: Developing Coaches Who Get Results: Key Trends in Modern Leadership Training

Saison 2 · Épisode 77

jeudi 3 avril 2025 • Durée 21:10

In this episode of the Customer Service Academy Podcast, we explore the evolving world of leadership development and the critical traits every modern leader needs to succeed—empathy, adaptability, continuous learning, time management, and effective employee engagement.

The workplace is changing—and so are the skills leaders need to thrive.

We break down how top organizations like Microsoft, Google, and Disney are transforming their leadership training programs and why soft skills are taking center stage. You'll also get practical, ready-to-use tips for teaching empathy, coaching adaptability, building a growth mindset, and improving how leaders manage their time and recognize their teams.

You'll Learn:

Why emotional intelligence is now a core leadership competency
How to create a team of leaders who are great coaches
What great companies are doing to build resilient, agile leaders
How to help managers manage time and prioritize like pros
Simple ways to improve communication and boost recognition
How to inpsire continuous learning and a growth mindset

Links & Resources:

📌 Connect with me on LinkedIn: https://www.linkedin.com/in/tony-johnson-ccxp/

📌 Book hospitality training for your team today: https://www.igniteyourservice.com/summits

📌 Get the Insights Report: https://issuu.com/simonelliot4xi/docs/customer_experience_cx_insights_report_2024

176: Crafting Memory Making, Loyalty Building Theme Park Experiences

Saison 3 · Épisode 4

dimanche 2 mars 2025 • Durée 25:43

In this episode of Customer Service Academy, we take a deep dive into the evolving world of theme parks, desitnations, and attractions—and how you can ensure you are delivering loyalty-building experiences for yoru guests. As customer expectations continue to change and evolve, theme parks, resorts, and destinations must innovate to remain competitive.

Whether you are running a mega theme park, local attraction, or even a community fair, you will find tips in here to help you build your sales, customer loyalty, and overall experience.

We will discuss:

✔️ The five tiers of theme park experiences—Value, Everyday, Elevated, Premium, and Luxury.

✔️ The core experience principles every park must master: Safety, Hospitality, Quality, Simplicity, and Community.

✔️ Top 10 guest expectations in theme parks and how to exceed them.

✔️ How parks are using gamification, interactivity, and immersive experiences to create emotional connections.

✔️ The best special events and seasonal experiences that drive attendance and loyalty.

✔️ How different generations engage with theme parks—from Silent Generation nostalgia to Gen Alpha's digital-first approach.

✔️ Cutting-edge strategies to reduce wait times and enhance the in-queue experience.

💡 Whether you're a global destination or a regional park looking to compete, this episode is packed with practical insights and CX principles that can help you elevate guest experience and build lasting brand advocacy.

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