by Tony Johnson | Dec 9, 2018 | Customer Experience
It is the season of list making and predictions. There are about a hundred lists out there about how to win with customer service in 2019, and they are written by people of purpose, passion, and intellect. But many of them are neglecting one...by Tony Johnson | Nov 22, 2018 | Customer Experience, Employee Experience
The holidays are upon us. There is a special energy in the atmosphere from Halloween to New Years, and somewhere between carving pumpkins to popping champagne corks, there is something wonderful in the air. This week is a great time to think about gratitude and...by Tony Johnson | Nov 3, 2018 | Customer Experience
My grandmother used to tell me that if I was talking, I wasn’t learning anything. That’s sage advice because much of what is wrong with service and leadership have to do with a lack of listening to understand. That typically is applied to instances...by Tony Johnson | Oct 26, 2018 | Business Performance, Customer Experience, Employee Experience, Leadership
As the leaves change color and carved pumpkins appear on everyone’s front porch, its time to think deeply about not scaring away your best guests and team members. Are you ready to deliver for your guests as your business kicks into high gear? Whether you...by Tony Johnson | Sep 29, 2018 | Customer Experience
Customer Service week begins Monday, October 1st. It’s a chance to celebrate those who serve and their impact on the Guest experience. This is particularly relevant in our experience economy. How organizations treat their teams directly impacts how they will...