Customer Service Academy

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 s

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 f

Host: Tony JohnsonGuest: 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. Key Takeaways 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

As the year winds down and the holiday rush kicks into high gear, leaders face a critical question: Are you coasting… or closing? In this Thanksgiving-themed leadership check-in, I break down how to keep your team sharp, energized, and aligned during the toughest stretch of the year while positioning your organization to win in 2026. Whether you lead a frontline team, a regional operation, or an entire organization, this conversation gives you the tools to finish 2025 strong and start 2026 with purpose. You could be a CEO, VP, Owner, or Entrepreneur - there is something in here for everyone who leads teams or serves customers. In this episode, you'll learn: • Why the "last mile" of the year exposes the strengths and cracks in every organization • How to keep your team sharp, rested, and focused through the holiday crunch • How to deliver consistent customer experience when demand, emotions, and fatigue are highest • What leaders must prioritize to win customer experience, employee experience, and loyalty in t

Artificial Intelligence is changing everything about customer service and leadership, but only if we use it wisely. In this episode, I sit down with Kevin Dean, Founder and CEO of ManoByte, who's been leading AI-driven business transformation since 2007. Kevin and I dig into what it really means to combine AI and humanity to create better experiences, not just faster ones. We explore how organizations can audit their data, prepare their people, and adapt their leadership playbooks to keep up with the accelerating rate of change. You'll walk away with practical ideas to strengthen your data foundation, keep humans in the loop, and lead your team through the AI revolution with confidence.   Key Takeaways: Great customer experiences balance needs, wants, and emotions. AI can't replace empathy. Good data is the foundation of any AI solution. Start by auditing what you have and where the gaps are. Always keep humans in the loop. AI should enable connection, not eliminate it. The real opportunity is using A

Some hospitality experiences are so bad, they could star in their own horror movie. In this Halloween special, we pull back the cobwebs on the five scariest mistakes that haunt businesses everywhere - from ghosted guests and zombie employees to haunted processes and cursed consistency. Discover how to bring your hospitality back from the dead by re-engaging your team, simplifying your service, and designing customer journeys that delight instead of frighten. Whether you lead a restaurant, event venue, university department, call center, small business, or front-line service team, these lessons will help you keep your experiences alive - and your guests coming back for more. Key Takeaways: How to spot (and fix) "ghosted guest" moments in your business The real cost of zombie-level employee engagement Why friction is the true monster haunting your processes How to create consistency that builds trust Ways to redesign the customer journey from hell into something better Don't let your service become

Great customer service should be helpful, proactive, and built to solve problems, not create new ones. In this episode, I sit down with John Kim, Co-Founder and CEO of Sendbird, the customer communications platform powering more than 4,000 of the world’s most popular digital applications and connecting over 320 million people every month. John shares his perspective as both a successful entrepreneur and Korea’s former number one pro gamer to unpack how AI, testing, and consistency are changing the techn-enabled service game. We dive into: Why great customer service is proactive, problem-solving, and built around the customer’s needs How omnichannel experiences create consistency across platforms with seamless handoffs Why customers now default to AI, expecting instant responses, quick solutions, and personalized follow-ups The mindset shift businesses need to overcome fear of AI and start small with simple solutions like FAQs and password resets The critical role of testing technology, pushing systems u

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

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 tehcnology and AI but diven by people. Subscribe, review, and share this episode to help more leaders bring passion and purpose to their organizations.   Links & Resources:

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.

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

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 lead

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.

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

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

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:

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: W

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/@T

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 s

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 f