Podcasts about customer experience expert

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:

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 How to inpsire continuous learning and a growth mindset   Links & Resources:

In this episode, we interview Tony Colon, Senior Vice President of Strategy and Product Customer Excellence at ServiceNow. Tony holds a Computer Science degree from Illinois Institute of Technology and a Master’s Degree from MIT Sloan and with over 20 years of experience, he has driven customer success and innovation, building four $100 million businesses at industry giants like Salesforce and Cisco. Tony champions diversity, inclusivity, and lifelong learning, embodying his motto: "Always be learning, always be coachable." He’s actively involved in social and professional initiatives, serving on advisory boards such as Covenant House and the Hispanic IT Executive Council, and was named to the High Tech 100 in 2019. He also earned the title of Gender Equality Superhero by Fairygodboss. The Customer Connection Podcast helps you learn about the implementation and adoption of the ServiceNow platform. This show is led by Jerry Campbell, Customer Experience Expert and Director of Customer Creator & Workflows-Leading Practices, along with Shanna Grier, Portfolio Manager.Key highlights of the episode: 10:00 - Tony shares his vision for the Customer Excellence group at ServiceNow, emphasizing the importance of maintaining a strong, value-driven culture as the company scales from $10 to $30 billion. 14:10 - Tony emphasized evolving ServiceNow’s impact strategy to become an extension of the customer’s team, fostering deeper partnerships and trust through in-person interactions and genuine support. 18:20 - Tony emphasized the importance of customer feedback from all perspectives in refining ServiceNow’s impact strategy. 23:50 - Tony envisions leveraging 21 years of platform data and generative AI to provide proactive insights that guide customers in optimizing their usage and anticipating challenges. To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send an email to customerconnection@servicenow.com.See omnystudio.com/listener for privacy information.

In this episode, we interview Tony Colon, Senior Vice President of Strategy and Product Customer Excellence at ServiceNow. Tony holds a Computer Science degree from Illinois Institute of Technology and a Master’s Degree from MIT Sloan and with over 20 years of experience, he has driven customer success and innovation, building four $100 million businesses at industry giants like Salesforce and Cisco. Tony champions diversity, inclusivity, and lifelong learning, embodying his motto: "Always be learning, always be coachable." He’s actively involved in social and professional initiatives, serving on advisory boards such as Covenant House and the Hispanic IT Executive Council, and was named to the High Tech 100 in 2019. He also earned the title of Gender Equality Superhero by Fairygodboss. The Customer Connection Podcast helps you learn about the implementation and adoption of the ServiceNow platform. This show is led by Jerry Campbell, Customer Experience Expert and Director of Customer Creator & Workflows-Leading Practices, along with Shanna Grier, Portfolio Manager.Key highlights of the episode: 10:00 - Tony shares his vision for the Customer Excellence group at ServiceNow, emphasizing the importance of maintaining a strong, value-driven culture as the company scales from $10 to $30 billion. 14:10 - Tony emphasized evolving ServiceNow’s impact strategy to become an extension of the customer’s team, fostering deeper partnerships and trust through in-person interactions and genuine support. 18:20 - Tony emphasized the importance of customer feedback from all perspectives in refining ServiceNow’s impact strategy. 23:50 - Tony envisions leveraging 21 years of platform data and generative AI to provide proactive insights that guide customers in optimizing their usage and anticipating challenges. To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send an email to customerconnection@servicenow.com.See omnystudio.com/listener for privacy information.

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.  

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:

In this episode, we interview Dan Grady, Director of Product Management, Process Mining at ServiceNow, and Damian Pascale, Senior Principal Product Manager at ServiceNow. Both guests bring over 25 years of experience in technology and have been instrumental in driving process mining innovations at ServiceNow. Dan and Damian break down how process mining provides businesses with deep visibility into workflows, helping them identify bottlenecks, inefficiencies, and optimization opportunities. The Customer Connection Podcast helps you learn about the implementation and adoption of the ServiceNow platform. This show is led by Jerry Campbell, Customer Experience Expert and Director of Customer Creator & Workflows-Leading Practices, along with Shanna Grier, Portfolio Manager. Key highlights of the episode: 08:15 - What is process mining and how it helps organizations identify inefficiencies and bottlenecks? 11:15 - How does process mining help organizations improve operational efficiency? 19:10 - The advantages of ServiceNow's in-platform process mining. To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send an email to customerconnection@servicenow.com. See omnystudio.com/listener for privacy information.

In this episode, we interview Dan Grady, Director of Product Management, Process Mining at ServiceNow, and Damian Pascale, Senior Principal Product Manager at ServiceNow. Both guests bring over 25 years of experience in technology and have been instrumental in driving process mining innovations at ServiceNow. Dan and Damian break down how process mining provides businesses with deep visibility into workflows, helping them identify bottlenecks, inefficiencies, and optimization opportunities. The Customer Connection Podcast helps you learn about the implementation and adoption of the ServiceNow platform. This show is led by Jerry Campbell, Customer Experience Expert and Director of Customer Creator & Workflows-Leading Practices, along with Shanna Grier, Portfolio Manager. Key highlights of the episode: 08:15 - What is process mining and how it helps organizations identify inefficiencies and bottlenecks? 11:15 - How does process mining help organizations improve operational efficiency? 19:10 - The advantages of ServiceNow's in-platform process mining. To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send an email to customerconnection@servicenow.com. See omnystudio.com/listener for privacy information.

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

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

B”H I'm running with Aish Ha'am in the World Zionist Congress Election. REGISTER TO VOTE HERE: https://aish.com/vote/YaelTrusch  Today we're talking all about the customer experience, not to be confused with customer service. I'm speaking with one of the most in-demand Customer Experience consultants and speakers in the world today, David Avrin. My guest's latest book […] The post 417: Be Ridiculously Easy to Do Business With with Customer Experience Expert David Avrin appeared first on Yael Trusch.

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

In this episode, Monica Hidalgo, Founding Partner of Volteo Digital, shares her insights on empowering businesses through digital transformation and the strategic partnership with ServiceNow. With over a decade of experience, Monica has played a pivotal role in establishing Volteo’s Global Delivery Center in Mexico, which evolved into a Center of Excellence, driving innovation and operational excellence across industries. Beyond her professional achievements, Monica is the founder of Women Who Transform, an initiative aimed at uplifting women in technology through mentorship, workshops, and networking. The Customer Connection Podcast helps you explore the implementation and adoption of the ServiceNow platform. This show is led by Customer Experience Expert and Director of Customer Creator and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Shanna Grier. Key highlights of the episode: 3:40 - Monica shares her childhood passion for traveling and how it shaped her curiosity about different cultures and human connections. 9:50 - Insights into Volteo’s NextGen Program, which trains individuals with no prior ServiceNow experience to address the talent scarcity in the ecosystem. 11:11 - How ServiceNow’s Impact Accelerators helped improve a customer’s CMDB health and guided another customer through a smooth platform upgrade. 13:31 - Monica discusses the rising importance of AI in digital transformation and how Volteo is leveraging it to automate processes and drive productivity. 15:30 - The Volteo-ServiceNow partnership: how it combines vertical expertise and platform innovations to deliver value and optimize customer outcomes. To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send an email to customerconnection@servicenow.com See omnystudio.com/listener for privacy information.

In this episode, Monica Hidalgo, Founding Partner of Volteo Digital, shares her insights on empowering businesses through digital transformation and the strategic partnership with ServiceNow. With over a decade of experience, Monica has played a pivotal role in establishing Volteo’s Global Delivery Center in Mexico, which evolved into a Center of Excellence, driving innovation and operational excellence across industries. Beyond her professional achievements, Monica is the founder of Women Who Transform, an initiative aimed at uplifting women in technology through mentorship, workshops, and networking. The Customer Connection Podcast helps you explore the implementation and adoption of the ServiceNow platform. This show is led by Customer Experience Expert and Director of Customer Creator and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Shanna Grier. Key highlights of the episode: 3:40 - Monica shares her childhood passion for traveling and how it shaped her curiosity about different cultures and human connections. 9:50 - Insights into Volteo’s NextGen Program, which trains individuals with no prior ServiceNow experience to address the talent scarcity in the ecosystem. 11:11 - How ServiceNow’s Impact Accelerators helped improve a customer’s CMDB health and guided another customer through a smooth platform upgrade. 13:31 - Monica discusses the rising importance of AI in digital transformation and how Volteo is leveraging it to automate processes and drive productivity. 15:30 - The Volteo-ServiceNow partnership: how it combines vertical expertise and platform innovations to deliver value and optimize customer outcomes. To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send an email to customerconnection@servicenow.com See omnystudio.com/listener for privacy information.

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

A great customer experience is the difference between someone choosing to buy from you again…or switching to your competitor. Today's guest will help you turn one-time buyers into repeat customers through a powerful experience and community engagement.  Jess Cervellon is the Founder of Open Late Collective, an agency blending brand strategy, insights, CX, and digital marketing. As the former Vice President of Customer Experience at Feastables, a $100M+ chocolate venture founded by YouTube superstar Mr. Beast, Jess is laser-focused on crafting unforgettable customer experiences. She's become a go-to expert in creator brand strategy and end-to-end customer experience. Mapping Your Customer Journey At their cross-disciplinary agency, Jess and her team help clients with everything from positioning and messaging to content marketing and community building–but there's one piece that provides the foundation, and that's customer experience. Your customer experience needs to be consistent and on-brand through every part of the process, from awareness to acquisition to conversion to post-purchase and retention.  Start with the awareness phase of your customer journey: what are your top-of-funnel awareness channels? Where are customers coming from? From there, look at how you're going to turn that traffic into leads and sales (acquisition). Your website, messaging, and positioning all have a role to play. Jess recommends looking at each platform as a separate funnel, for example mapping out the journey your customers take on your website. Building Community Around Your Brand No matter what industry you're in, community is an essential part of brand-building. You need to engage with your audience regularly, whether that means replying to comments and DMs on social media, activations in retail, or hosting pop-up events to spread brand awareness. For newer brands, start by building your email list, even if you already have a large social media following. Remember that you don't own your followers' contact information. Try to cross-pollinate as much as possible, sending people from social media to your website and vice versa. Enjoy this episode with customer experience expert Jess Cervellon… Soundbytes 7:57-8:16 “Customer experience is really important and thinking about customer experience as not just support, but thinking about your customer experience from everything from awareness to acquisition to conversion to post-purchase. Every portion of that customer's journey is so important and you need to bleed your entire brand identity through that customer experience.” Quotes “We want to help brands be informed by data, not just gut feelings.” “I know my bread and butter is the creator world and CPG world and I want to help people within those realms. I don't want to take on additional things that I can only half-ass. We only operate at 110.” “Everyday is different and it's all about asserting different boundaries.” Links mentioned in this episode: Open Late Collective: https://openlatecollective.com/  Connect with Jess on LinkedIn: https://www.linkedin.com/in/jess-cervellon/  The Juice with Jess Podcast: https://juice.kustomer.com/  Feastables: https://feastables.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, Guillaume Seynhaeve (G), SVP of Partnerships and Alliances at 3CLogic. He advises and supports the organization's strategic initiatives, including the oversight of 3CLogic's ServiceNow offerings. With over 20 years of experience in both sales and customer service, he has held leadership in the financial and communication industry, and he's a recognized expert in SAS, CSAS, AI, and CX, a ServiceNow enthusiast of 12 years. He holds his bachelor's degree from Boston College and an MBA from the University of Maryland. Welcome to the show.  The Customer Connection Podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Creator, and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Sohail Ali  Key highlights of the episode:   6:58 - Guillaume shares an incident about his personal experience with customer service  14:45 - How ServiceNow helped 3CLogic efficiently resolve complex customer service issues?  20:22 - How AI comes into the equation to improve customer experience, both for the customer and probably at the agent interface?  24:20 - How 3CLogic and ServiceNow are trying to better optimize AI to effortlessly solve customer problems faster?See omnystudio.com/listener for privacy information.

In this episode, Guillaume Seynhaeve (G), SVP of Partnerships and Alliances at 3CLogic. He advises and supports the organization's strategic initiatives, including the oversight of 3CLogic's ServiceNow offerings. With over 20 years of experience in both sales and customer service, he has held leadership in the financial and communication industry, and he's a recognized expert in SAS, CSAS, AI, and CX, a ServiceNow enthusiast of 12 years. He holds his bachelor's degree from Boston College and an MBA from the University of Maryland. Welcome to the show.  The Customer Connection Podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Creator, and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Sohail Ali  Key highlights of the episode:   6:58 - Guillaume shares an incident about his personal experience with customer service  14:45 - How ServiceNow helped 3CLogic efficiently resolve complex customer service issues?  20:22 - How AI comes into the equation to improve customer experience, both for the customer and probably at the agent interface?  24:20 - How 3CLogic and ServiceNow are trying to better optimize AI to effortlessly solve customer problems faster?See omnystudio.com/listener for privacy information.

In this episode of Small Biz Florida, host Tom Kindred interviews keynote speaker David Avrin at the 2024 Small Business Success Summit in Ponte Vedra, Florida. David, a renowned expert in customer experience, shares key insights from his book Ridiculously Easy to Do Business With, focusing on the critical need to reduce friction points and streamline customer interactions. The conversation delves into how small businesses can compete with industry giants like Amazon by prioritizing convenience and immediate access. David also distinguishes between customer service and customer experience and introduces the Platinum Rule: treating customers the way they want to be treated. This episode is packed with actionable strategies for enhancing customer satisfaction and loyalty. This podcast episode was recorded live at the Small Business Success Summit hosted at the Sawgrass Marriott Golf Resort & Spa in Ponte Vedra Beach, FL. This podcast is made possible by the Florida SBDC Network and sponsored by Florida First Capital. Connect with Our Guest: David Avrin's Website

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 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 Greatest Hits episode, Lauren is joined by customer experience expert, Jim Tincher. Jim is the Founder and CEO of Heart of the Customer, a customer experience consulting firm which seeks to map out customer journeys in order to increase engagement and loyalty. In the episode, Lauren and Jim discuss the difference between the 'changemakers' and the 'hopefuls' in marketing, why an emotional approach to customer retention is so effective, and why businesses have changed their viewpoint on customer experience.

Customer Experience Expert Lynn Daniel Shares Insights on Entrepreneurism and Respect Thedanielgroup.com ### About the Guest(s): Lynn Daniel is the CEO of The Daniel Group, a company he founded in 1989. With a background in management, consulting, corporate planning, and product management, Lynn has led The Daniel Group to specialize in helping B2B companies measure, manage, and improve customer experience since 2005. His firm works with clients such as AGCO, Navistar, Kuma, and 80% of Caterpillar dealers to enhance profitable and loyal customer relationships. Lynn holds a BA in Political Science from North Carolina State University and an MBA from the University of Virginia. ### Episode Summary: In this engaging episode of The Chris Voss Show, Lynn Daniel, CEO of The Daniel Group, shares insights on how his company focuses on customer experience consulting for B2B companies. He discusses the importance of customer service, the power of referrals, and the impact of emotional satisfaction on customer relationships. Lynn emphasizes the significance of leadership's role in shaping a company's commitment to customer experience and highlights the correlation between employee experience and customer experience for business success. ### Key Takeaways: * The Daniel Group specializes in measuring, managing, and improving customer experience for B2B companies. * Customer satisfaction directly influences referrals, with highly satisfied customers being more likely to refer a company. * Emotional satisfaction plays a crucial role in customer relationships, surpassing rational satisfaction in impact. * Leadership commitment is essential in prioritizing customer experience within a company's strategic goals. * There is a strong connection between employee experience and customer experience, highlighting the need for a positive work environment. ### Notable Quotes: * "One of the things we have learned is emotional satisfaction. How you feel about something is far more powerful by far than any kind of rational satisfaction." * "There's such a strong connection between employee experience and customer experience. Ultimately, that's gonna backfire on you." Don't miss out on the insightful discussion with Lynn Daniel on The Chris Voss Show as he delves into the world of customer experience, leadership, and employee engagement. Tune in to gain valuable insights and stay informed on the latest trends in customer service and business strategy.

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

Siddhartha Sharad is a Customer Experience Expert who helps enterprises realize business value through technology automation and artificial intelligence. In this episode, KJ and Siddhartha discuss the current challenges in customer service, including labor shortages and the necessity of AI implementation. The conversation highlights the importance of a clear strategy, high-quality data, and the collaboration between AI tools and human employees.   Key Takeaways: 02:30 The Impact of AI on Customer Service 05:17 Challenges in Implementing AI in Customer Service 12:03 The Future of AI in Customer Service   Quote of the Show (27:00): "AI is just a tool, but data is the natural resource that powers it." - Siddhartha Sharad   Join our Anti-PR newsletter where we're keeping a watchful and clever eye on PR trends, PR fails, and interesting news in tech so you don't have to. You're welcome.   Want PR that actually matters? Get 30 minutes of expert advice in a fast-paced, zero-nonsense session from Karla Jo Helms, a veteran Crisis PR and Anti-PR Strategist who knows how to tell your story in the best possible light and get the exposure you need to disrupt your industry. Click here to book your call: https://info.jotopr.com/free-anti-pr-eval   Ways to connect with Siddhartha Sharad LinkedIn: https://www.linkedin.com/in/sidsharad/   How to get more Disruption/Interruption:  Amazon Music - https://music.amazon.com/podcasts/eccda84d-4d5b-4c52-ba54-7fd8af3cbe87/disruption-interruption Apple Podcast - https://podcasts.apple.com/us/podcast/disruption-interruption/id1581985755 Spotify - https://open.spotify.com/show/6yGSwcSp8J354awJkCmJlDSee omnystudio.com/listener for privacy information.

In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Dennis Wakabayashi, the curator of the CX Hall of Fame, which celebrates the best and brightest stars in the customer experience field. Together they discuss personalization, the impact of unexpected wins, and the role gratitude plays in customer experience.

Richard Weylman is an acclaimed author and expert in customer experience, renowned for his innovative strategies that seamlessly blend client acquisition with loyalty. His latest book, "100 Proven Ways to Acquire and Keep Clients for Life," offers a comprehensive blueprint for creating exceptional customer experiences and building authentic relationships. Richard's deep understanding of empathy and human connection in sales has made him a sought-after consultant and speaker, helping businesses worldwide to elevate their customer interactions and drive growth.SHOW SUMMARYIn this episode of the Selling from the Heart podcast, Larry Levine and Darrell Amy welcome Richard Weylman, acclaimed author of "100 Proven Ways to Acquire and Keep Clients for Life." Richard shares invaluable strategies for creating personalized, humanized customer experiences that foster genuine connections and loyalty. From the importance of using clients' names correctly to crafting empathetic communications, this episode is packed with practical advice for sales professionals seeking to elevate their approach and build lasting relationships.KEY TAKEAWAYSPersonalization and Humanization: Use clients' preferred names and personalized communications to make them feel valued and understood.Empathy and Care: Demonstrating empathy and genuine care for clients' needs fosters deeper connections and loyalty.Client Experience: Focus on creating exceptional client experiences through thoughtfulness, kindness, and elevated interactions.Emotional Connection: Clients are looking for emotional connections with their providers, which can differentiate you in a commoditized market.Practical Strategies: Implement specific strategies like avoiding generic follow-ups and explaining the personal benefits of your services to the client.QUOTES"When you shine the light on the person or the people sitting in front of you, they'll shine the light right back.""People want someone who's kind, thoughtful, caring, and empathetic. If you deliver that, it becomes the bedrock of the relationship.""As salespeople, we have an incredible opportunity to create, enhance, and make that customer experience special in a way that nobody else does inside the company."Learn more about Richard Weylman: LinkedIn: https://www.linkedin.com/in/richard-weylman-keynotespeaker/Learn more about Darrell and Larry: Darrell's LinkedIn: https://www.linkedin.com/in/darrellamy/Larry's LinkedIn: https://www.linkedin.com/in/larrylevine1992/Website: https://www.sellingfromtheheart.net/Get the New Book That Will Help You Sell More... Without Destroying Your Relationships and Reputationhttps://sellinginaposttrustworld.com/home-prereleasePlease visit Barnes & Nobles to order your copy of the rerelease of the Selling from the Heart book.https://www.barnesandnoble.com/w/selling-from-the-heart-larry-levine/1130142818SUBSCRIBE to our YOUTUBE CHANNEL!https://www.youtube.com/c/sellingfromtheheart/Click for your Daily Dose of Inspiration:https://www.sellingfromtheheart.net/daily

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 your sales 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 Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Annette Franz, Founder and CEO of CX Journey. Together, they discuss the importance of culture, predictive analytics, and understanding the needs of employees and customers.

In this episodes we share some observations from Key West Florida hospitality and how to select the very best CX leader for your business. Visit https://thetonyjohnson.teachable.com/ to invest in your sales team.   When you are hiring your CX leader: - Hire someone with a stong CX background, experience in operations, but they don't need to have specific knowledge of your particular market. - They must be a great communicator and skilled at bringing people together. - Look for leaders who can connect data to insights to actions. - Have the presence to be the voice of the customer and employee in every room they enter.   It's time for the great service comeback!  Visit Visit https://ignite-your-customer-service-master-class.teachable.com/p/six-canons-of-customer-service to invest in my latest virtual hospitality program.   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/@TheTonyJohnson Twitter:  https://twitter.com/The_TonyJohnson Instagram: https://www.instagram.com/THE_TONYJOHNSON/ Tik Tok:   https://www.tiktok.com/@igniteyourservice Facebook:  https://www.facebook.com/tonyjohnsoncx/     Music: http://www.bensound.com

In this episodes we talk about pattern of management how you can inspire your team to deliver amazing customer experiences each day. Visit https://ignite-your-customer-service-master-class.teachable.com/p/six-canons-of-customer-service to invest in your sales team.   Consider how you run your shifts and care for your team: Pattern of management is an intentional approach to leading your shifts and your business You can drive attention to detail that builds customer trust Being present with your team drives engagement through coaching and recognition Your presence sets a tone for expectations and excellence   It's time for the great service comeback!  Visit Visit https://ignite-your-customer-service-master-class.teachable.com/p/six-canons-of-customer-service to invest in my latest virtual hospitality program.   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/@TheTonyJohnson Twitter:  https://twitter.com/The_TonyJohnson Instagram: https://www.instagram.com/THE_TONYJOHNSON/ Tik Tok:   https://www.tiktok.com/@igniteyourservice Facebook:  https://www.facebook.com/tonyjohnsoncx/     Music: http://www.bensound.com

In this episodes we welcome Dave Norton of Stone Mantel into the studio.   Visit https://www.4xi360.com/truenorth to invest in your sales team. Key points from Dave: - Great customer experience makes me feel like my time with your business was well spent. - Leaders teach employees how to behave every day. - Employee engagement is the key to growing customer experiences. - We need to ensure we are aligned with customers' preferred ways of getting things done. - In the hospitality business we are about building loyalty through maximizing customers time and money (and often time is more valuable).   It's time for the great service comeback!  Visit http://6canons.com to invest in my latest virtual hospitality program.   Reach Dave at:  https://www.stonemantel.co/   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/@TheTonyJohnson Twitter:  https://twitter.com/The_TonyJohnson Instagram: https://www.instagram.com/THE_TONYJOHNSON/ Tik Tok:   https://www.tiktok.com/@igniteyourservice Facebook:  https://www.facebook.com/tonyjohnsoncx/     Music: http://www.bensound.com

Teams will reflect how they are treated back onto their teams.  Take the time to lead with a sense of empathy and enthusiasm and you will find they deliver higher quality experiences for guests, customers, and consumers.   Visit https://www.4xi360.com/truenorth to invest in your sales team.   - Employee experience begins with the hiring process, orientation, and onboarding. - Intentionally leading with empathy will help you lead your team the way they want to be led. - Communicate in a way the informs withour overwhelming. - Understanding the different generations in the workplace will help you lead them better. - Create welcoming and inclusive environments will help attract and retain top talent.   It's time for the great service comeback!  Visit http://6canons.com to invest in my latest virtual hospitality program.     Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/@TheTonyJohnson Twitter:  https://twitter.com/The_TonyJohnson Instagram: https://www.instagram.com/THE_TONYJOHNSON/ Tik Tok:   https://www.tiktok.com/@igniteyourservice Facebook:  https://www.facebook.com/tonyjohnsoncx/     Music: http://www.bensound.com

In this episode, I welcome Nikola Mrkšić from PolyAi into the studio to discuss artificial intelligence (A.I.) in contact centers. Visit http://6canons.com to invest in my latest virtual hospitality program.   - Great AI helps you foget you're speaking to machine because it is about helping the customer. - Contact centers continue to grow and bring value to organizations. - Great AI and contact center operations can improve customer satisfaction and NPS. - Effective contact centers are not costs, but investments in your business growth. - The best AI is conversational in nature and has been given the right information to make the most of various use cases.   It's time for the great service comeback!  Visit http://6canons.com to invest in my latest virtual hospitality program.   Nikola's Website:  https://poly.ai/ Email:  nikola@poly.ai   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/@TheTonyJohnson Twitter:  https://twitter.com/The_TonyJohnson Instagram: https://www.instagram.com/THE_TONYJOHNSON/ Tik Tok:   https://www.tiktok.com/@igniteyourservice Facebook:  https://www.facebook.com/tonyjohnsoncx/     Music: http://www.bensound.com

In this episode, I talk about the trends you need to prioritize going into 2024 when it comes to Customer Experience (CX).  It's time to close out 2023 and talk about the trends you need to know for the new year to grow your business. Visit http://6canons.com/ to invest in my latest virtual hospitality program.   - Prioritize people and the basics of front line hospitality, consistency, and trust - Analyze your customer journey to reduce friction and prioritize your omnichannel experience - Utilize A.I. and predictive analystics to deliver hyper-personalized experiences - Deepen relationships in your community through local participation, sustainability, and good works   It's time for the great service comeback!  Visit http://6canons.com/ to invest in my latest virtual hospitality program.     Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.   Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/@TheTonyJohnson Twitter:  https://twitter.com/The_TonyJohnson Instagram: https://www.instagram.com/THE_TONYJOHNSON/ Tik Tok:   https://www.tiktok.com/@igniteyourservice Facebook:  https://www.facebook.com/tonyjohnsoncx/     Music: http://www.bensound.com

This time on Retain: The Customer Retention Podcast, Lauren sits down with Dave Norton. Dave is a customer experience expert and the Founder of Stone Mantel, a consultancy focused on experience strategy and design. For the last twenty years, Dave has helped companies like Royal Caribbean, Marriott, US Bank and Best Buy set new standards for customer experience strategies. Together, Lauren and Dave discuss how research into customer experience has impacted the world, what the future of customer experience really looks like, and why companies shouldn't rely on customer personas anymore.

The customer experience can make or break a business. But service doesn't start with the frontline; it only reflects on them. Sometimes the most significant changes have to come from above. It was my pleasure to sit down once again with Anastasia Vladychynska, Customer Experience Consultant, to discuss how she transitioned from corporate life into entrepreneurship. As the CEO's assistant for an international airline, she discovered a flaw in customer relations. Motivated by people and a disrupter by nature, she sought a better way to create happy customers. Here's how Anastasia personally responded to angry letters, developed a customer call line, and did the thing to carve her niche in service consulting. In this episode, Anastasia hints at how she uses these points of the Do The Thing Formula: Educate yourself Taking initiative Keep pushing Identifying the why Being selfless Learn more about Anastasia on Instagram @theworldservicecoach. You can also connect with her on Facebook or LinkedIn, and yes, she answers all messages.