167: Balancing Customer Experience and Loss Prevention With Russ Hawkins
Release Date: 10/19/2024
189: Leading Customer Experience, Employee Engagement, and Hospitality in 2026
Customer Service Academy
As we head into 2026, leaders are facing a familiar challenge in a new form. Expectations are higher. Attention spans are shorter. Technology is accelerating. And yet, the differentiator hasn’t changed. In this episode I talk about what is needed to drive employee experience, customer experience, and hospitality to drive business results. In this episode, you’ll learn: • Why leadership, hospitality, and CX are no longer separate conversations • How employee experience directly shapes customer behavior and loyalty • Why hospitality is a strategic growth lever, not a “soft” skill...
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188: Customers Want to Buy, Not Be Sold with Geoffrey Reid
Customer Service Academy
Host: Tony JohnsonGuest: Geoffrey Reid Author: The Revenue Catalyst: Mastering the Art of Sales In this episode, I sit down with Geoffrey Reid, a globally recognized sales leader with a rare blend of academic depth and real-world execution. Geoffrey’s journey from public policy and mediation to sales leadership gives him a unique lens on how selling really works and why so many organizations struggle to teach it well. We dig into why customers want to buy but hate being sold, how sales has become a full business discipline rather than a single function, and what leaders must do to build...
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187: The Thanksgiving Check-In: Winning the Last Mile of 2025
Customer Service Academy
As the year winds down and the holiday rush kicks into high gear, leaders face a critical question: Are you coasting… or closing? In this Thanksgiving-themed leadership check-in, I break down how to keep your team sharp, energized, and aligned during the toughest stretch of the year while positioning your organization to win in 2026. Whether you lead a frontline team, a regional operation, or an entire organization, this conversation gives you the tools to finish 2025 strong and start 2026 with purpose. You could be a CEO, VP, Owner, or Entrepreneur - there is something in here for everyone...
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186: How Humans in the Loop + Good Data Create AI Success with Kevin Dean
Customer Service Academy
Artificial Intelligence is changing everything about customer service and leadership, but only if we use it wisely. In this episode, I sit down with Kevin Dean, Founder and CEO of ManoByte, who’s been leading AI-driven business transformation since 2007. Kevin and I dig into what it really means to combine AI and humanity to create better experiences, not just faster ones. We explore how organizations can audit their data, prepare their people, and adapt their leadership playbooks to keep up with the accelerating rate of change. You’ll walk away with practical ideas to strengthen your data...
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185: Is Your Hospitality a Horror Show?
Customer Service Academy
Some hospitality experiences are so bad, they could star in their own horror movie. In this Halloween special, we pull back the cobwebs on the five scariest mistakes that haunt businesses everywhere - from ghosted guests and zombie employees to haunted processes and cursed consistency. Discover how to bring your hospitality back from the dead by re-engaging your team, simplifying your service, and designing customer journeys that delight instead of frighten. Whether you lead a restaurant, event venue, university department, call center, small business, or front-line service team, these lessons...
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184: Conquering Your Fear of AI and Jumpstarting Innovation in Your Business With John Kim
Customer Service Academy
Great customer service should be helpful, proactive, and built to solve problems, not create new ones. In this episode, I sit down with John Kim, Co-Founder and CEO of Sendbird, the customer communications platform powering more than 4,000 of the world’s most popular digital applications and connecting over 320 million people every month. John shares his perspective as both a successful entrepreneur and Korea’s former number one pro gamer to unpack how AI, testing, and consistency are changing the techn-enabled service game. We dive into: Why great customer service is proactive,...
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183: Your Leadership Wake Up Call - 5 Lessons From Labor Day
Customer Service Academy
This leadership wake up call will help you create your workplace of the future - where people want to be, not where they have to be. Labor Day isn’t just a long weekend. It's an annual celebration of American workers. In this episode of the Customer Service Academy, I take a closer look at the history of Labor Day and the lessons it still holds for leaders today. From the 10,000 workers who marched in the very first Labor Day parade in 1882 to the diverse workforce powering today’s experience economy, this holiday reminds us to honor the people behind the progress. I’ll unpack five...
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182: Technology Enabled, People-Focused Customer Service With Matt Whitmer
Customer Service Academy
Technology enabled, people-focused Customer Service With Matt Whitmer. In today’s episode, we’re thrilled to welcome Matt Whitmer into the studio. Matt is the Chief Revenue Officer and SVP of Marketing at Mosaicx, a conversational AI provider. He has over 15 years of experience in senior leadership focused on CX and enterprise client relationships. What we cover in this episode: It's all about meeting customers where they are in their journey. Customers want to trust the brands they work with. Customers want to feel like they are being helped, not "sold." Build conduits within your...
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181: Designing Your Customer Experience Framework and Hospitality Blueprint
Customer Service Academy
In this episode, we will discuss the power of your customer experience blueprint as well as the best techniques and tactics to craft a culture of hospitality. Customer Experience (CX) has the power to create a true competitive advtantage as well as generate revenue from customer loyalty and word of mouth marketing. We’ll explore: The power of a strong Customer Experience Framework Getting your organization on the same page to avoid siloes and duplication Creating a space where employees can do their best work and drive repeatable, engaging customer service Developing a team with a...
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180: How to Create Real Customer Connections with Doug Brown
Customer Service Academy
In this episode, we’re diving deep into the art of connection with Doug Brown from CEO Sales Strategies. He is an expert at driving results, uniting teams, and delivering unforgettable customer experiences. You’ll learn why today’s customers are clamoring for connection, and how your business can meet that need by aligning your teams, sharpening your message, and understanding your buyers better than ever. We’ll explore: Why great teams move in the same direction (and how to get yours there) How leaders set the tone for performance and culture by setting the example The power of...
info_outlineIn this episode we welcome Russ Hawkins into the studio to talk about digital customer experienes, loss prevention, and using modern data analytics to drive revenue.
Visit https://www.igniteyourservice.com/6canons to invest in yourself and your team.
- Great customer experiences inspires loyalty, advocacy, and referrals for new customers
- Demoncratizing access to data and analytics within organizations can lead to decision making with a customer focus
- Loyalty programs can lead to improved customer service and decreased theft in your business as you cultivate relationships
- Create a culture where stealing is looked down upon and you are selecting people with integrity to joine your team (and be sure you are paying a competitive wage)
Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.
Reach out to Russ: rhawkins@agilenceinc.com and https://www.agilenceinc.com/
Check out my FREE Resources and Training Tools:
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