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Stop Killing Creativity.  3 Ways to Harness Innovation for Your Guests.

Stop Killing Creativity. 3 Ways to Harness Innovation for Your Guests.

by Tony Johnson | Aug 8, 2015 | Customer Experience

If you love movies like I do, then you have heard the 10% myth. You know, that old urban legend that says we only use a small percentage of our brain. The myth goes that if we could just bust loose that remaining 90% we would be unstoppable geniuses that could freeze...
The State of Customer Service: The Haves and Have Nots

The State of Customer Service: The Haves and Have Nots

by Tony Johnson | Jun 27, 2015 | Customer Experience

I had the pleasure of spending my vacation in Florida’s Gulf of Mexico region this past week in the company of my large extended family. We spent the week cooking meals and catching up – every family cooking something special for the whole house on...
4 Things Walt Disney Taught Me About Guest Service Today

4 Things Walt Disney Taught Me About Guest Service Today

by Tony Johnson | Jun 25, 2015 | Customer Experience

Today I walked in the footsteps of Walt Disney. Or at least as best I could in his second park, The Walt Disney World’s Magic Kingdom. I know he never physically walked these grounds, but I can feel his fingerprints all over them.   As I walked down Main...
Onboarding New Employees: 5 Keys to Getting it Right

Onboarding New Employees: 5 Keys to Getting it Right

by Tony Johnson | Jun 6, 2015 | Customer Experience

When I got my first job out of college, I was lucky to land at a small private college in Southern Indiana. I was full of vim and vitality (and student loan debt) – and couldn’t wait to get my career started. I had accepted a job outside of my degree for the...
Recruit a Winning Team with the B.E.S.T. Hiring System

Recruit a Winning Team with the B.E.S.T. Hiring System

by Tony Johnson | May 30, 2015 | Customer Experience

When I was a young manager, I did a terrible job with hiring. My strategy went something like this: Forget about preparing for the interview, skip asking meaningful questions, and consider a pulse the same thing as being qualified. Let me tell you, I certainly filled...
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