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Customer Service Academy

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by Tony Johnson

101 episodes
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Podcast Overview

Great customer service is the key to unlocking unparalleled sales growth. Customer Service Academy Radio features customer experience expert and award winning speaker Tony Johnson. Tony will share how to deliver the very best service to your customers and grow your business. Tony will interview leaders from best-in-class organizations and share his common sense approach to business success. Tony has led large and diverse teams in the restaurant, retail, and corporate spaces for decades and will share strategies and tactics that work in the real world on the front lines of service. Together we can ignite experiences that power business results! Learn more today at https://www.igniteyourservice.com/training. You can also email me at tony@igniteyourservice.com or call/text 606-356-7447.

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Publishing Since

2/18/2022

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Episode thumbnail for 194: The Value Paradox: Lessons in High-Stakes Hospitality

June 11, 2026

194: The Value Paradox: Lessons in High-Stakes Hospitality

<p class="font-claude-response-body break-words whitespace-normal"> <strong>The Value Paradox: Why Guests Are Spending More and Forgiving Less</strong></p> <p class="font-claude-response-body break-words whitespace-normal"> Consumer sentiment is at an all-time low, yet people are still spending. The World Cup just kicked off on American soil. And right here in Polk County, Florida, a landmark healthcare partnership just opened its doors with a vision that every hospitality leader should study.</p> <p class="font-claude-response-body break-words whitespace-normal"> In this episode, I unpacks the paradox reshaping restaurants, hotels, and every guest-facing business right now: guests are opening their wallets and they are less forgiving than ever when the experience falls short. The brands winning aren't the cheapest or the fanciest - they're the ones whose people make guests feel like the money was worth it.</p> <p class="font-claude-response-body break-words whitespace-normal"> We talk about lessons from the Watson Clinic and Orlando Health ribbon cutting in Lakeland - a masterclass in designing for the future. We also talk about the FIFA World Cup as the ultimate high-stakes CX case study, with a practical playbook for host cities, hotels, restaurants, and stadium concessions operators facing surge volume, international guests, and a global spotlight.</p> <p class="font-claude-response-body break-words whitespace-normal"> <strong>In this episode:</strong></p> <ul class= "[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class= "font-claude-response-body whitespace-normal break-words pl-2">Why value has less to do with price than you think - and the three layers that actually drive loyalty</li> <li class= "font-claude-response-body whitespace-normal break-words pl-2">The K-shaped consumer market and what it means for your frontline team</li> <li class= "font-claude-response-body whitespace-normal break-words pl-2">The World Cup CX playbook: cultural fluency, surge staffing, recovery, and finishing strong</li> <li class= "font-claude-response-body whitespace-normal break-words pl-2"> Three leadership moves to make this week -not next quarter</li> </ul> <p data-start="1974" data-end="2203"><strong data-start="1974" data-end="1990">Perfect for:</strong> hospitality leaders, business owners, CEOS, COOs, CX/EX professionals, operational managers, retail and service teams, training and development leaders, and anyone responsible for people and performance (and sales growth).</p> <p data-start="1268" data-end="1505"> </p> <p data-start="1268" data-end="1505">Book time with me to learn about our speaking, training, and consulting services: <a href= "https://calendly.com/thetonyjohnson/strategy">https://calendly.com/thetonyjohnson/strategy</a> <br /> <br /></p> <p data-start="1507" data-end="1693"><strong data-start="1507" data-end="1529">Links & Resources:</strong></p> <p data-start="1507" data-end="1693"><br data-start="1529" data-end="1532" /> 📌 Connect with me on LinkedIn: <a href= "https://www.linkedin.com/in/tony-johnson-ccxp/">https://www.linkedin.com/in/tony-johnson-ccxp/</a></p> <p data-start="1507" data-end="1693">📌 Order my book Together We Serve: <a href= "https://amzn.to/4pwGvPL">https://amzn.to/4pwGvPL</a> </p> <p data-start="1507" data-end="1693">📌 Book hospitality training for your team today: <a href= "https://www.igniteyourservice.com/summits">https://www.igniteyourservice.com/summits</a></p> <p data-start="1507" data-end="1693">📌 Order my book Proof Positive: <a href= "https://amzn.to/3LWtP5l">https://amzn.to/3LWtP5l</a> <br /> <br /></p> <p> </p> <p>Tony Johnson is a Customer Experience + Hospitality Consultant, Keynote Speaker, Trainer, and Author with a wide background including higher education, restaurants, retail, travel, city government, chambers of commerse, and leisure.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement and retentions.  Tony has spoken to government agencies, airlines, universities, and many Fortune 500 companies to unlock their amazing capacity for excellence.</p> <p> </p> <p>Check out my FREE Resources and Training Tools:</p> <p>Web: <a href= "https://www.igniteyourservice.com/">https://www.igniteyourservice.com/</a></p> <p>YouTube: <a href= "https://www.youtube.com/@TheTonyJohnson">https://www.youtube.com/@TheTonyJohnson</a></p> <p>Twitter:  <a href= "https://twitter.com/The_TonyJohnson">https://twitter.com/The_TonyJohnson</a></p> <p>Instagram: <a href= "https://www.instagram.com/THE_TONYJOHNSON/">https://www.instagram.com/THE_TONYJOHNSON/</a></p> <p>Tik Tok:   <a href= "https://www.tiktok.com/@igniteyourservice">https://www.tiktok.com/@igniteyourservice</a></p> <p>Facebook:  <a href= "https://www.facebook.com/tonyjohnsoncx/">https://www.facebook.com/tonyjohnsoncx/</a></p>

Episode thumbnail for 193: The Superpower of Bringing People Together With Amy Wiggins, Lakeland Chamber of Commerce

May 17, 2026

193: The Superpower of Bringing People Together With Amy Wiggins, Lakeland Chamber of Commerce

<p data-start="251" data-end="612"><strong>The Superpower of Bringing People Together With Amy Wiggins | Lakeland Chamber of Commerce</strong></p> <p data-start="144" data-end="439">As the President + CEO of the Lakeland Chamber of Commerce, Amy is dedicated to creating a climate where business can prosper. She and her team do this by advocating for pro-business policies and initiatives, connecting businesses to resources, and strengthening relationships.</p> <p data-start="441" data-end="557">A native of Plant City, Amy graduated from Florida Southern College and was formerly the Executive Director at the Lakeland Symphony.</p> <p data-start="559" data-end="589">On today's episode we discuss:</p> <p data-start="591" data-end="1171" data-is-last-node="" data-is-only-node="">• Why great customer experience is built on relationships and making people feel seen and heard</p> <p data-start="591" data-end="1171" data-is-last-node="" data-is-only-node="">• How chambers of commerce create value by connecting businesses, resources, leaders, and community partners</p> <p data-start="591" data-end="1171" data-is-last-node="" data-is-only-node="">• Why "nonprofit" is a tax status, not a business model, and how great teams still require investment, trust, and buy-in</p> <p data-start="591" data-end="1171" data-is-last-node="" data-is-only-node="">• The importance of collaboration, belonging, and gathering in building stronger businesses and stronger communities</p> <p data-start="591" data-end="1171" data-is-last-node="" data-is-only-node="">• How talent development, career pathways, education, infrastructure, and public policy all help create long-term business growth</p> <p data-start="591" data-end="1171" data-is-last-node="" data-is-only-node=""> </p> <p data-start="1268" data-end="1505">This makes the case for how important local chambers of commerce are to communities and the impact they have on businesses of all sizes - and that is great customer service!</p> <p data-start="1268" data-end="1505"><br /> Book time with me to learn about our speaking, training, and consulting services: <a href= "https://calendly.com/thetonyjohnson/strategy">https://calendly.com/thetonyjohnson/strategy</a> <br /> <br /></p> <p data-start="1507" data-end="1693"><strong data-start="1507" data-end="1529">Links & Resources:</strong></p> <p data-start="1507" data-end="1693"><br data-start="1529" data-end="1532" /> 📌 Connect with me on LinkedIn: <a href= "https://www.linkedin.com/in/tony-johnson-ccxp/">https://www.linkedin.com/in/tony-johnson-ccxp/</a></p> <p data-start="1507" data-end="1693">📌 Order my book Together We Serve: <a href= "https://amzn.to/4pwGvPL">https://amzn.to/4pwGvPL</a> </p> <p data-start="1507" data-end="1693">📌 Book hospitality training for your team today: <a href= "https://www.igniteyourservice.com/summits">https://www.igniteyourservice.com/summits</a></p> <p data-start="1507" data-end="1693">📌 <a href= "https://www.linkedin.com/in/nikkibarua">https://www.linkedin.com/in/nikkibarua</a> </p> <p data-start="1507" data-end="1693">📌 <a href= "mailto:President@lakelandchamber.com">President@lakelandchamber.com</a> & <a href= "https://www.lakelandchamber.com/">https://www.lakelandchamber.com/</a> </p> <p> </p> <p> </p> <p>Tony Johnson is a Customer Experience + Hospitality Consultant, Keynote Speaker, Trainer, and Author with a wide background including higher education, restaurants, retail, travel, city government, chambers of commerse, and leisure.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement and retentions.  Tony has spoken to government agencies, airlines, universities, and many Fortune 500 companies to unlock their amazing capacity for excellence.</p> <p> </p> <p>Check out my FREE Resources and Training Tools:</p> <p>Web: <a href= "https://www.igniteyourservice.com/">https://www.igniteyourservice.com/</a></p> <p>YouTube: <a href= "https://www.youtube.com/@TheTonyJohnson">https://www.youtube.com/@TheTonyJohnson</a></p> <p>Twitter:  <a href= "https://twitter.com/The_TonyJohnson">https://twitter.com/The_TonyJohnson</a></p> <p>Instagram: <a href= "https://www.instagram.com/THE_TONYJOHNSON/">https://www.instagram.com/THE_TONYJOHNSON/</a></p> <p>Tik Tok:   <a href= "https://www.tiktok.com/@igniteyourservice">https://www.tiktok.com/@igniteyourservice</a></p> <p>Facebook:  <a href= "https://www.facebook.com/tonyjohnsoncx/">https://www.facebook.com/tonyjohnsoncx/</a></p> <p> </p>

Episode thumbnail for 192: People Squared - Leading in an AI World With Nikki Barua

March 10, 2026

192: People Squared - Leading in an AI World With Nikki Barua

<p data-start="251" data-end="612"><strong>People Squared - Leading in an AI World With Nikki Barua</strong></p> <p data-start="108" data-end="474">For more than 25 years, Nikki Barua has helped global brands reinvent their culture, capabilities, and competitive edge. </p> <p data-start="476" data-end="726">In this episode, Nikki introduces the idea of "People Squared." Let AI do what machines do best, while humans double down on connection, empathy, and judgment. When leaders combine both, teams become exponentially more capable.</p> <p data-start="728" data-end="872">We explore what leadership, customer experience, and human connection look like in a world where AI is reshaping how work gets done.</p> <p data-start="874" data-end="890"><strong>In this episode:</strong></p> <ul> <li data-start="892" data-end="1308">Why great service is about being seen, feeling understood, and knowing you belong.</li> <li data-start="892" data-end="1308">How leaders must shift from directing tasks to explaining the why and providing context.</li> <li data-start="892" data-end="1308">Why identifying your superpower and zone of genius matters more in the AI era.</li> <li data-start="892" data-end="1308">How to find and eliminate friction points that slow teams down.</li> <li data-start="892" data-end="1308">Why empathy, curiosity, and human judgment will matter even more as technology advances.</li> </ul> <p data-start="1310" data-end="1463" data-is-last-node="" data-is-only-node="">AI will continue to transform how work happens. The leaders who thrive will be the ones who learn how to combine technology with what only people can do.</p> <p data-start="1268" data-end="1505"><br /> Book time with me to learn about our speaking, training, and consulting services: <a href= "https://calendly.com/thetonyjohnson/strategy">https://calendly.com/thetonyjohnson/strategy</a> <br /> <br /></p> <p data-start="1507" data-end="1693"><strong data-start="1507" data-end="1529">Links & Resources:</strong></p> <p data-start="1507" data-end="1693"><br data-start="1529" data-end="1532" /> 📌 Connect with me on LinkedIn: <a href= "https://www.linkedin.com/in/tony-johnson-ccxp/">https://www.linkedin.com/in/tony-johnson-ccxp/</a></p> <p data-start="1507" data-end="1693">📌 Order my book Together We Serve: <a href= "https://amzn.to/4pwGvPL">https://amzn.to/4pwGvPL</a> </p> <p data-start="1507" data-end="1693">📌 Book hospitality training for your team today: <a href= "https://www.igniteyourservice.com/summits">https://www.igniteyourservice.com/summits</a></p> <p data-start="1507" data-end="1693">📌 <a href= "https://www.linkedin.com/in/nikkibarua">https://www.linkedin.com/in/nikkibarua</a> </p> <p data-start="1507" data-end="1693">📌 <a href= "https://www.nikkibarua.com/">https://www.nikkibarua.com/</a> & <a href= "https://www.nikkibarua.com/newsletters/reinvention-roadmap/subscribe"> https://www.nikkibarua.com/newsletters/reinvention-roadmap/subscribe</a> </p> <p> </p> <p> </p> <p>Tony Johnson is a Customer Experience + Hospitality Consultant, Keynote Speaker, Trainer, and Author with a wide background including higher education, restaurants, retail, travel, city government, chambers of commerse, and leisure.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement and retentions.  Tony has spoken to government agencies, airlines, universities, and many Fortune 500 companies to unlock their amazing capacity for excellence.</p> <p> </p> <p>Check out my FREE Resources and Training Tools:</p> <p>Web: <a href= "https://www.igniteyourservice.com/">https://www.igniteyourservice.com/</a></p> <p>YouTube: <a href= "https://www.youtube.com/@TheTonyJohnson">https://www.youtube.com/@TheTonyJohnson</a></p> <p>Twitter:  <a href= "https://twitter.com/The_TonyJohnson">https://twitter.com/The_TonyJohnson</a></p> <p>Instagram: <a href= "https://www.instagram.com/THE_TONYJOHNSON/">https://www.instagram.com/THE_TONYJOHNSON/</a></p> <p>Tik Tok:   <a href= "https://www.tiktok.com/@igniteyourservice">https://www.tiktok.com/@igniteyourservice</a></p> <p>Facebook:  <a href= "https://www.facebook.com/tonyjohnsoncx/">https://www.facebook.com/tonyjohnsoncx/</a></p> <p> </p>

101 total episodes available

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What is Customer Service Academy?

Great customer service is the key to unlocking unparalleled sales growth. Customer Service Academy Radio features customer experience expert and award winning speaker Tony Johnson. Tony will share how to deliver the very best service to your customers and grow your business. Tony will interview leaders from best-in-class organizations and share his common sense approach to business success. Tony has led large and diverse teams in the restaurant, retail, and corporate spaces for decades and will share strategies and tactics that work in the real world on the front lines of service. Together we can ignite experiences that power business results!

Learn more today at https://www.igniteyourservice.com/training. You can also email me at tony@igniteyourservice.com or call/text 606-356-7447.

How often does this podcast release new episodes?

This podcast updates daily.

Where can I listen to this podcast?

This podcast is available on 4 platforms including Apple Podcasts, Spotify, and more. You can also use the RSS feed directly.

Does this podcast accept guests?

Information about guest appearances is not available.

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