by Tony Johnson | Apr 7, 2015 | Customer Experience
Stagnation sucks. It is more than just standing still. It is more akin to wilting on the vine or rotting on the shelf. It reeks of neglect and complacency. And Customers notice. But it doesn’t have to happen to your organization. Most likely, you have some form of...
by Tony Johnson | Mar 29, 2015 | Customer Experience
We have to remember as Leaders that our teams are always watching us to see how they should behave. If you’ve been in leadership for a while, or if you’ve recently taken on a larger role in the organization, it’s easy to forget that your words have impact. Of course,...
by Tony Johnson | Mar 20, 2015 | Customer Experience
Anyone who participated in sports during his or her youth understands the importance of the team dynamic. The good news is that it doesn’t really matter whether you participated in basketball, baseball, or bowling. . .The teamwork imperatives were the...
by Tony Johnson | Mar 10, 2015 | Customer Experience
So we all have those horrific travel stories – it is almost a badge of honor amongst those who travel often and invariably run into struggles associated with airports, hotels, or airlines. I myself have a robust array of travel related anecdotes that highlight...
by Tony Johnson | Mar 1, 2015 | Customer Experience
With the death of Leonard Nimoy this week, Star Trek, and his signature character Mr. Spock, was on my mind. I am a self-confessed sci-fi geek, so I grew up loving the Star Trek Universe – from series to movies to references on the Big Bang Theory. Now that is all by...
by Tony Johnson | Feb 15, 2015 | Customer Experience
Training and commitment are powerful tools in the quest to deliver great Customer service. Too often those in front line roles are dumped into their positions and left to figure it out. The problems with this (like I really need to point them out) are...
