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/

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: https://www.igniteyourservice.com/summits

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

📌 https://www.nikkibarua.com/ & https://www.nikkibarua.com/newsletters/reinvention-roadmap/subscribe 

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/

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

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/

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.

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 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/

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'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/

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/

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:  https://www.diabolocom.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.

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 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:  https://aceedu.org/ 

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 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

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/

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.

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/training

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

AI and hyper-personalization are revolutionizing customer experience (CX) in 2025. Customers expect more than just good service—they demand tailored, predictive, and frictionless interactions across every touchpoint. This will help you grow your business, improve your results, and retain your customers. So, how can businesses keep up?

In this episode of Customer Service Academy, we will chat about:

🔹 How AI is reshaping customer service and employee experience (EX)

🔹 The shift from mass personalization to real-time, individualized interactions

🔹 Why predictive engagement is the key to customer loyalty

🔹 AI-driven chatbots, voice assistants, and automation in CX

🔹 Actionable ways businesses can implement AI + personalization today

🔹 Real-world examples from Spotify and Starbucks

🔹 Balancing the human connection with AI tools

Businesses that leverage AI for deeper customer connections will lead the future of CX. Are you ready?

Listen now! Don't forget to subscribe, rate, and review the podcast to stay ahead in customer service, CX, and leadership trends.

Download the 4xi 2024 CX Insights Report Here: https://www.4xiconsulting.com/cxinsightsreport2024

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

This week we welcome Jesse Hernandez into the studio. Jesse has experience as a leader in the construction space, where he learned to meet people where they are in their journey and inspire teams through intentional communication and listening.

- Customer Experience is about consistent quality.

- Great leaders are great listeners.

- Practicing vulnerability can deepen connections with your team.

- Stop solving problems for your team and help them solve problems themselves through critical thinking.

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

Why Experience Matters as Much (Or More) Than Product With Dan Thumberg, Swan Brewing

Tony interviews Dan Thumberg, founder of Swan Brewing in Lakeland, Florida. Dan's background spans the carnival and amusement park industry, beer distribution, and leadership roles at American Express and Apple. He now combines enterprise-level service systems with small-business hospitality to build community-centered experiences.

Plus, Dan shares insights from his journey across large customer service organizations and into entrepreneurship - and how those lessons shape the way he leads today.

Key Takeaways:

• Design your service like a system. Customer service skills are more important than any of the hard skills you can teach.
  
  
• Customers have no patience for friction or hassles in today's market.
  
  
• There is a structural shift in hospitality expectations. Guests want an experience designed to be intentional, not accidental.
  
  
• It is crucial to hire people with service spirit, personality, and the ability to empathize because you cannot train for that. Be selective when you hire and continue to nurture them after you bring them onboard.
  
  
• The keys to building a customer-focused team are autonomy, mastery, and purpose. Train and empower your team to solve problems and support decisions that are not detrimental to the business.
  
  

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

📌 Learn more about Dan and Swan Brewing: https://www.linkedin.com/in/danielthumberg/ + https://www.swanbrewing.com/ 

📌 Visit Swan Brewing: 115 W. Pine St, Lakeland, FL  33815

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/

2025 if the year of simplification, and customers want brands who are easy to work with, deliver on commitments, and personalize their experiences.

Stop making it so hard for customers to do business with you - in this episode we talk about 7 ways to make things easier for customers.

- Empower your employees to solve problems

- Deliver seamless omnichannel experiences

- Simplify your processes and eliminate silly policies

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

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 info@votechaseoliver.com

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: rhawkins@agilenceinc.com 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, I introduce 2026: The Year of Experiential Hospitality and why it's time to stop treating customer experience and hospitality as separate conversations.

Customer experience is the strategy. Hospitality is how that strategy shows up in real moments, on the front line, every day. Experiential hospitality is about intentionally creating moments where people feel welcomed and understood, and using those moments to build trust, loyalty, and differentiation.

In this episode, we cover:

• Why experience is the clear differentiator in a commoditized marketplace

• How hospitality becomes the front-line expression of customer experience

• What hospitality-rich organizations do differently, and what every industry can learn from them

• How tiered service levels (value through luxury) create clarity and intentional premiumization

• The role of leaders and frontline teams as the true multipliers of experience

• Where technology and AI enable experience, and why humans must stay in the loop

This episode sets the foundation for how experience, hospitality, people, leadership, and technology come together in 2026, with hospitality leading the way.

Perfect for: hospitality leaders, business owners, CEOS, COOs, CX/EX professionals, operational managers, retail and service teams, training and development leaders, and anyone responsible for people and performance (and sales growth) in 2026.

If you are ready to start 2026 with clarity, confidence, and momentum, this episode is your launch point.

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

📌 Order my book Proof Positive: https://amzn.to/3LWtP5l 

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/

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: Shanif@locusive.com 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

In this episode I share 5 strategies to create a culture of employee engagement and retention. When you create a greate environment for your team, it makes them want to stay longer and give more discretionary effort. And you will grow your sales.

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

- Employee engagement is more than just job satisfaction

- Build a culture of continuous feedback and improvement

- Stay competitive with compensation and pay

- Create flexible work environments

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 Aaron Tighe into the studio to talk about customer experience and building a best-in-world experience

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

- Great customer experience is about connection.

- Empathetic and active listening will help you uncover unmet customer needs.

- Learn more about your customers by asking the right questions at the right time.

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.

Aaron's Links:

https://www.b2bsalesplaybook.com/

https://www.linkedin.com/in/aaron-tighe-7042635/

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 talk about crafting premium customer experiences within this volotile and competive marketplace. This will create a loyal customer base to grow your sales.

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

- Let's talk about the current state of customer experience

- What are the current struggles in delivering loyalty-driving customer experiences (CX)

- What is a premium customer experience?

- How can you craft a premium customer experience for your business?

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 Jessica Embree from Tulip Marketing into the studio to talk about customer centricity, understanding your customers, and marketing solutions to help your customers thrive.

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

- Start by listening to your customers and establishing robust communication

- Look beyond demographics and focus on solving problems for customers and clients

- Find small ways to give little wows to your customers and clients

- Find ways to be generous with your expertise

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 JESSICA:  

https://tulipmediagroup.com/

https://www.linkedin.com/in/jessicaembree/

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 discuss the importance of taking your vacation and time off to drive business and personal results.  I also share 8 tips to improve your customer service through key hospitality insights.

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

- Prioritize your team training and experience

- Focus on pesonalizing experiences for your customers

- Lean into innovation and technology to solve problems for customers

- Be creative to hear your customers and understand their feedback

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 Christy Cook into the studio to discuss sustainability and ESG (environmenal, social, and governance).  It is all about ensuring you deliver great experiences as well as make a positive impact in your community.

Visit https://www.4xi360.com/truenorth to learn how you can win better, retain better business.

EPISODE NOTES:

- Customer experience begins with an intentional approach with strategially placed communication and education around sustainability.

- Sustainability is important to customers and is a business imperative. 

- Nail the low hanging fruit like tracking your utilities and finding ways to improve your power consumption.

- You are probably doing more than you think you are, so be sure to communicate what you are already doing with your customers.

- Check out competitor's sustainability reports for ideas and a potential roadmap for your efforts.

It's time for the great service comeback!  Visit https://www.igniteyourservice.com/6canons today to invest in yourself and your team.

Reach out to Christy:  

https://www.4xiconsulting.com/sustainabilitysimplified

christycook@4xiconsulting.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.

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

As we head into 2026, leaders are facing a familiar challenge in a new form. Expectations are higher. Attention spans are shorter. Technology is accelerating. And yet, the differentiator hasn't changed. In this episode I talk about what is needed to drive employee experience, customer experience, and hospitality to drive business results.

In this episode, you'll learn:
• Why leadership, hospitality, and CX are no longer separate conversations
• How employee experience directly shapes customer behavior and loyalty
• Why hospitality is a strategic growth lever, not a "soft" skill
• The rise of premiumization and intentional moments that matter
• How technology should enable humanity, not replace it
• The leadership behaviors that will differentiate brands in 2026
• Practical questions every leader should be asking right now

Perfect for: hospitality leaders, business owners, CEOS, COOs, CX/EX professionals, operational managers, retail and service teams, training and development leaders, and anyone responsible for people and performance (and sales growth) in 2026.

If you are ready to start 2026 with clarity, confidence, and momentum, this episode is your launch point.

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

📌 Order my book Proof Positive: https://amzn.to/3LWtP5l 

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/

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

In this episode, we welcome Simon Elliot of 4xi Global Consulting to talk about the future of real estate and employee experience.  How can organizations create environments where employees want to be and utilize their space most effectively.

- Employee are looking for reasons to return to the workplace and employers must find ways to magentize the workplace

- Mixed use spaces have the potential to fill corporate real estate with inviting, innovative, and magnetizing offers

- The future of real estate might include several floors of different offerings, such as micro universities, hotels, office space, coworking, and entertainment locations

- The best workspaces will inspire teams to wan to come to the office and create a sense of community and casual collisions

Reach out to Simon Elliot:  Hello@4xiconsulting.com

Navigating the Future of Corporate Real Estate: A Pathway to Revival:  https://www.4xiconsulting.com/post/navigating-the-future-of-corporate-real-estate-a-pathway-to-revival

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.

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

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

Music: http://www.bensound.com

In this episode, I talk about thriving through the holiday season - excelling in customer experience and employee engagement.  This will help you grow your sales and your reputation.

Invest in my 5-star rated course on Customer Experience and Leadership:  http://6canons.com/

- Keep a close eye on how often you are asking for donations or tips from your customers - balance that so that don't feel manipulated

- Keep your customer experience top of mind with personalized moments, steamlined shopping processes 

- Ensure your team feels cared for by prioritizing recognition, supporting wellness, and creating opportunities to learn and grow throughout the year

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/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

In this episode, we welcome Kat Kennan into the studio to talk about strengths based, trauma informed, and inclusive marketing for today's consumers.

Invest in my exclusive course on Customer Experience and Leadership:  http://6canons.com/

- Empathy driven understanding can improve both customer experience and marketing success by uncovering perceptions

- Use the 3 Rs:  Radical empathy, Radical Vulnerability, Radical Authetic Investment

- Trauma informed marketing is about embracing the human experience - most of us have experienced some form of trauma (such as the pandemic)

- This understanding of our customers as individuals helps us ensure we communicate in meaningful and inclusive ways (and solve their problems)

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

Learn more about Kat at:  https://www.radicalcustomerexperience.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.

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

In this episode I share 5 strategies for effective team and customer communication - and the benefits you can expect if you execute properly and consistently.  

Invest in my exclusive course on Customer Experience and Leadership:  http://6canons.com/

- Prioritize active listening with both your customers and your team

- Personalize your communication style to the moment and the person

- Allow for easy ways to share feedback from both customers and employees with you and your company

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/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

In this episode we discuss 5 leadership lessons from Halloween.  I know this week is a bit tougue in cheek, but give it a listen, you just might learn something fun to make you a better leader.

Invest in my exclusive course on Customer Experience and Leadership:  http://6canons.com/

- Halloween is about transformation, so embrace change and adapt

- Halloween corn mazes and escape rooms rely on communication, and so does your team

- The best horror movies have heroes who solve problems, so teach your team to be great problem solvers

- Trick or treaters are masters of teamwork, so learn from them and bring the idea of supporting each other to the team

- Much as party-goers wear many different costumes on Halloween, leaders must wear many hats to inspire their teams

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

Learn more about Jonathon at:  https://www.emergeagency.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.

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

Host: Tony Johnson
Guest: Geoffrey Reid
Author: The Revenue Catalyst: Mastering the Art of Sales

In this episode, I sit down with Geoffrey Reid, a globally recognized sales leader with a rare blend of academic depth and real-world execution. Geoffrey's journey from public policy and mediation to sales leadership gives him a unique lens on how selling really works and why so many organizations struggle to teach it well.

We dig into why customers want to buy but hate being sold, how sales has become a full business discipline rather than a single function, and what leaders must do to build sales teams that last.

• Customers want to buy, but they do not want to be sold

• Sales today requires an all-fronts, fifth-dimension approach across the business

• Intentional hiring matters if you want teams that stay through tough cycles

• Training, coaching, and development are not optional for sales excellence

• KPIs should be embedded across the entire sales journey, not just at the close

This conversation is practical, grounded, and especially relevant for leaders who want sales to feel less transactional and more connected and intentional.

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

📌 Order my book Proof Positive: https://amzn.to/3LWtP5l

📌 Connect with Geoffrey Reid: https://geoffreymreid.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.

In this episode, we welcome Jonathan Hensley into the studio from Emerge, a digital product consulting firm.

Invest in my exclusive course on Customer Experience and Leadership:  http://6canons.com/

- CX is the cumulative effect of the interactions we have with a brand

- Building a common language with stakeholders helps ensure you stay on the same page

- Product roadmaps ensure alignment and shared priorities across the organization

- This is your week to own Customer Experience and springboard into delivering amazing hospitality for your guests well into the future.

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

Learn more about Jonathon at:  https://www.emergeagency.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.

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

In this episode, we talk about upcoming Customer Service Week and CX Day.

Link to my latest virtual hospitality program:  http://6canons.com/

- Customer Service Week is the first full week of October by presidential procolmation.

- CX Day is on October 3rd

- Good CX delivers better outcomes for customes, clients, and employees

- This is your week to own Customer Experience and springboard into delivering amazing hospitality for your guests well into the future.

It's time for the great service comeback!  Visit http://6canons.com/ to find my exclusive course on Customer Experience and Leadership.

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/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

In this episode, we talk about quality and how to protect it in your business.  

Link to my latest virtual hospitality program:  http://6canons.com/

- We discuss 3 businesses who are testing new CX strateies in the marketplace

- Quality takes an intentional approach to ensure daily execution.  This is fueled by front line employees and their leaders.

- 5 steps to maintaing quality in your business

It's time for the great service comeback!  Visit http://6canons.com/ to find my exclusive course on Customer Experience and Leadership.

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

In this episode, we welcome James Saliba into the studio to discuss leadeship and Customer + Employee Experience.

- When establishing your CX strategy, you have to understand your customers and what they need

- Leadership strategy is a bridge.  You must know where you are and where you are trying to go to plot a course.

- Giving your team a safe place to fail can help employees learn and understand how to move forward
 

It's time for the great service comeback!  Visit http://6canons.com/ to find my exclusive course on Customer Experience and Leadership.

SHOW LINKS:  https://jamessaliba.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