by Tony Johnson | Aug 18, 2018 | Business Performance, Customer Experience, Leadership
I had an English teacher in high school who always said “words have meaning.” Now Ms. Jackson had many impacts on my academic career – she inspired my love of writing, gave me an outlet for my creativity, and most importantly, she taught me that you...
by Tony Johnson | Jul 29, 2018 | Business Performance, Customer Experience, Leadership
I was entering a convention center this week and I watched the arriving group as they walked up to the building. To put it in perspective, this was a massive event. The excitement in the air was palpable and the building was covered in colorful banners...
by Tony Johnson | Jun 24, 2018 | Customer Experience, Leadership
Words matter to be sure. Treating your team well is important. What you call them matters. . . to a point. The word “employee” has fallen out of favor recently and been replaced by several different iterations. Many organizations now have...
by Tony Johnson | Apr 15, 2018 | Customer Experience, Leadership
Organizations seek every day to differentiate themselves within their marketplace and create emotional connections. Often that leads to processes, programs and training – and yet nothing changes in terms of service. Overall Service remains tepid and Guests are...
by Tony Johnson | Mar 26, 2018 | Customer Experience, Leadership
Everybody likes surprises, right? Well I certainly do, and I want to share with you how a thoughtful gesture on my birthday made all the difference. Mostly, Guests are hoping that interactions will be quick, effortless, and meet their basic needs. It is, however,...
