by Tony Johnson | Aug 22, 2015 | Customer Experience, Leadership
Across the country many universities will be starting classes and welcoming a new freshman class to campus. Parents are jockeying for the last few minutes with their children before leaving them to their futures and those same students are filled with trepidation and...
by Tony Johnson | Aug 15, 2015 | Customer Experience
Your Guests know what they want. They come to you to get it. But they also know where to go if you can’t deliver it. Those businesses that want to succeed must deliver upon their Guest’s needs and make sure that they do so consistently. Those who fail to do so...
by Tony Johnson | Aug 1, 2015 | Customer Experience
Folks love to know when they’ve done a great job. It energizes them. It gives them purpose. It reinforces the positive behaviors. And it makes them hungry for more. When I was first beginning in Leadership, I had my team approach me to say that they thought I was too...
by Tony Johnson | Jul 25, 2015 | Customer Experience
Without a rudder, Customer service in most organizations will fall flat. They will meander, try, attempt, hope, and plan. Then they fizzle. Then they will fail. The reason is clear: Many organizations have rolled out a Customer service platform, but have neglected to...
by Tony Johnson | Jul 14, 2015 | Customer Experience, Leadership
The diver entered the cage and lowered into the choppy ocean. He adjusted the camera on its mount, checked his air flow, and then let the boat above know that he was set and ready to film. Then a 20 foot Great White Shark swam at the cage, gripped it with its...
