Customer Service Academy – Détails, épisodes et analyse

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 will discuss 5 strategies to create a culture of customer centricity in your organization.  In other words, let's keep customers at the center of everything we do.

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

- Start by prioritizing your employee experience

- Cultivate customer understanding

- Align with customer needs

- Ensure a robust feedback mechanism to measure and gauge impact

It's time for the great service comeback!  Visit Visit https://ignite-your-customer-service-master-class.teachable.com/p/six-canons-of-customer-service to invest in my latest virtual hospitality program.

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 episodes we invite Peter Voss from Aigo.ai into the studio to talk about Artificial Intelligence and how it can reduce friction for customers and consumers.

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

- Don't let the rulebook get in the way of creating great customer experiences.

- Hyper pesonalization is a key way to build loyalty by customizing experiences and recognizing customer preferences.

- Great automation can help you win during your peak periods by serving customers more quickly.

- Cognitive AI will be a game changer to help supplement contact center agents and serve customers more effectively than generative AI.

Get in touch with Peter Voss:  https://aigo.ai/

It's time for the great service comeback!  Visit Visit https://ignite-your-customer-service-master-class.teachable.com/p/six-canons-of-customer-service to invest in my latest virtual hospitality program.

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 episodes we share some observations from Key West Florida hospitality and how to select the very best CX leader for your business.

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

When you are hiring your CX leader:

- Hire someone with a stong CX background, experience in operations, but they don't need to have specific knowledge of your particular market.

- They must be a great communicator and skilled at bringing people together.

- Look for leaders who can connect data to insights to actions.

- Have the presence to be the voice of the customer and employee in every room they enter.

It's time for the great service comeback!  Visit Visit https://ignite-your-customer-service-master-class.teachable.com/p/six-canons-of-customer-service to invest in my latest virtual hospitality program.

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 episodes we talk about pattern of management how you can inspire your team to deliver amazing customer experiences each day.

Visit https://ignite-your-customer-service-master-class.teachable.com/p/six-canons-of-customer-service to invest in your sales team.

Consider how you run your shifts and care for your team:

- Pattern of management is an intentional approach to leading your shifts and your business

- You can drive attention to detail that builds customer trust

- Being present with your team drives engagement through coaching and recognition

- Your presence sets a tone for expectations and excellence

It's time for the great service comeback!  Visit Visit https://ignite-your-customer-service-master-class.teachable.com/p/six-canons-of-customer-service to invest in my latest virtual hospitality program.

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 episodes we welcome Dave Norton of Stone Mantel into the studio.  

Visit https://www.4xi360.com/truenorth to invest in your sales team.

Key points from Dave:

- Great customer experience makes me feel like my time with your business was well spent.
- Leaders teach employees how to behave every day.
- Employee engagement is the key to growing customer experiences.
- We need to ensure we are aligned with customers' preferred ways of getting things done.
- In the hospitality business we are about building loyalty through maximizing customers time and money (and often time is more valuable).

It's time for the great service comeback!  Visit http://6canons.com to invest in my latest virtual hospitality program.

Reach Dave at:  https://www.stonemantel.co/

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

Teams will reflect how they are treated back onto their teams.  Take the time to lead with a sense of empathy and enthusiasm and you will find they deliver higher quality experiences for guests, customers, and consumers.  

Visit https://www.4xi360.com/truenorth to invest in your sales team.

- Employee experience begins with the hiring process, orientation, and onboarding.
- Intentionally leading with empathy will help you lead your team the way they want to be led.
- Communicate in a way the informs withour overwhelming.
- Understanding the different generations in the workplace will help you lead them better.
- Create welcoming and inclusive environments will help attract and retain top talent.

It's time for the great service comeback!  Visit http://6canons.com to invest in my latest virtual hospitality program.

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, I welcome Nikola Mrkšić from PolyAi into the studio to discuss artificial intelligence (A.I.) in contact centers.

Visit http://6canons.com to invest in my latest virtual hospitality program.

- Great AI helps you foget you're speaking to machine because it is about helping the customer.
- Contact centers continue to grow and bring value to organizations.
- Great AI and contact center operations can improve customer satisfaction and NPS.
- Effective contact centers are not costs, but investments in your business growth.
- The best AI is conversational in nature and has been given the right information to make the most of various use cases.

It's time for the great service comeback!  Visit http://6canons.com to invest in my latest virtual hospitality program.

Nikola's Website:  https://poly.ai/
Email:  nikola@poly.ai

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, I talk about the trends you need to prioritize going into 2024 when it comes to Customer Experience (CX).  It's time to close out 2023 and talk about the trends you need to know for the new year to grow your business.

Visit http://6canons.com/ to invest in my latest virtual hospitality program.

- Prioritize people and the basics of front line hospitality, consistency, and trust
- Analyze your customer journey to reduce friction and prioritize your omnichannel experience
- Utilize A.I. and predictive analystics to deliver hyper-personalized experiences
- Deepen relationships in your community through local participation, sustainability, and good works

It's time for the great service comeback!  Visit http://6canons.com/ to invest in my latest virtual hospitality program.

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