Customer Service Academy

Welcome to Tony Johnson's Customer Service Academy. Join Tony Johnson for a deep dive into customer experience (CX) and employee experience (EX) best practices to drive excellence in your business.

183: Your Leadership Wake Up Call - 5 Lessons From Labor Day 08/31/2025

183: Your Leadership Wake Up Call - 5 Lessons From Labor Day 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 leadership lessons that resonate across generations: Why respect must always be the foundation. How recognition fuels engagement and retention. The importance of investing in growth, development, and safety. "Why" communication - and sharing the “why” behind the work to build trust. Backed by fresh stats and practical examples, this episode challenges leaders to go beyond a single holiday and live the principles of Labor Day every day. If you want to lead with purpose, elevate your team, and deliver better experiences for customers, this episode is your blueprint. Subscribe, drop 5 stars, and share this episode to help more leaders bring passion and purpose to their organizations. Links & Resources: 📌 Connect with me on LinkedIn: 📌 Book hospitality training for your team today: 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. Check out my FREE Resources and Training Tools: Web: YouTube: Twitter: Instagram: Tik Tok: Facebook: /episode/index/show/tonyjohnson/id/38035375

182: Technology Enabled, People-Focused Customer Service With Matt Whitmer 08/10/2025

181: Designing Your Customer Experience Framework and Hospitality Blueprint 07/21/2025

180: How to Create Real Customer Connections with Doug Brown 06/24/2025

180: How to Create Real Customer Connections with Doug Brown 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 understanding client objections before they derail your sale The secret to identifying your right-fit buyer and fine-tuning your messaging and marketing Why follow-up is the most overlooked part of both the sales and service cycle How to eliminate silos between sales, marketing, and customer service to create a seamless, connected experience Whether you're a business owner, CX leader, or growth-focused professional, this episode will challenge your thinking and offer practical strategies you can implement today. 🎧 Tune in and discover how to align your people and process to serve customers with excellence. Links & Resources: 📌 Connect with me on LinkedIn: 📌 Book hospitality training for your team today: 📌 Learn more about Diabolocom: 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. Check out my FREE Resources and Training Tools: Web: YouTube: Twitter: Instagram: Tik Tok: Facebook: /episode/index/show/tonyjohnson/id/37133310

179: Balancing AI and Humanity in CX with Frederic Durand 05/22/2025

178: Hospitality That Makes Sun 'n Fun Soar With Gene Conrad 04/25/2025

177: Developing Coaches Who Get Results: Key Trends in Modern Leadership Training 04/03/2025

176: Crafting Memory Making, Loyalty Building Theme Park Experiences 03/02/2025

176: Crafting Memory Making, Loyalty Building Theme Park Experiences In this episode of Customer Service Academy, we take a deep dive into the evolving world of theme parks, desitnations, and attractions—and how you can ensure you are delivering loyalty-building experiences for yoru guests. As customer expectations continue to change and evolve, theme parks, resorts, and destinations must innovate to remain competitive. Whether you are running a mega theme park, local attraction, or even a community fair, you will find tips in here to help you build your sales, customer loyalty, and overall experience. We will discuss: ✔️ The five tiers of theme park experiences—Value, Everyday, Elevated, Premium, and Luxury. ✔️ The core experience principles every park must master: Safety, Hospitality, Quality, Simplicity, and Community. ✔️ Top 10 guest expectations in theme parks and how to exceed them. ✔️ How parks are using gamification, interactivity, and immersive experiences to create emotional connections. ✔️ The best special events and seasonal experiences that drive attendance and loyalty. ✔️ How different generations engage with theme parks—from Silent Generation nostalgia to Gen Alpha’s digital-first approach. ✔️ Cutting-edge strategies to reduce wait times and enhance the in-queue experience. 💡 Whether you're a global destination or a regional park looking to compete, this episode is packed with practical insights and CX principles that can help you elevate guest experience and build lasting brand advocacy. Links & Resources: 📌 Connect with me on LinkedIn: 📌 Book hospitality training for your team today: Visit to invest in yourself and your team. 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. Check out my FREE Resources and Training Tools: Web: YouTube: Twitter: Instagram: Tik Tok: Facebook: Music: /episode/index/show/tonyjohnson/id/35499645