Customer Service Academy

Welcome to Customer Service Academy by Tony Johnson. 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.

192: People Squared - Leading in an AI World With Nikki Barua 03/10/2026

192: People Squared - Leading in an AI World With Nikki Barua People Squared - Leading in an AI World With Nikki Barua For more than 25 years, Nikki Barua has helped global brands reinvent their culture, capabilities, and competitive edge. 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. We explore what leadership, customer experience, and human connection look like in a world where AI is reshaping how work gets done. In this episode: Why great service is about being seen, feeling understood, and knowing you belong. How leaders must shift from directing tasks to explaining the why and providing context. Why identifying your superpower and zone of genius matters more in the AI era. How to find and eliminate friction points that slow teams down. Why empathy, curiosity, and human judgment will matter even more as technology advances. 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. Book time with me to learn about our speaking, training, and consulting services: Links & Resources: 📌 Connect with me on LinkedIn: 📌 Order my book Together We Serve: 📌 Book hospitality training for your team today: 📌 📌 & 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. Check out my FREE Resources and Training Tools: Web: YouTube: Twitter: Instagram: Tik Tok: Facebook: /episode/index/show/tonyjohnson/id/40384910

191: Why Experience Matters as Much (Or More) Than Product With Dan Thumberg, Swan Brewing 02/15/2026

191: Why Experience Matters as Much (Or More) Than Product With Dan Thumberg, Swan Brewing Why Experience Matters as Much (Or More) Than Product With Dan Thumberg, Swan Brewing Tony interviews Dan Thumberg, founder of Swan Brewing in Lakeland, Florida. Dan’s background spans the carnival and amusement park industry, beer distribution, and leadership roles at American Express and Apple. He now combines enterprise-level service systems with small-business hospitality to build community-centered experiences. Plus, Dan shares insights from his journey across large customer service organizations and into entrepreneurship - and how those lessons shape the way he leads today. Key Takeaways: Design your service like a system. Customer service skills are more important than any of the hard skills you can teach. Customers have no patience for friction or hassles in today’s market. There is a structural shift in hospitality expectations. Guests want an experience designed to be intentional, not accidental. It is crucial to hire people with service spirit, personality, and the ability to empathize because you cannot train for that. Be selective when you hire and continue to nurture them after you bring them onboard. The keys to building a customer-focused team are autonomy, mastery, and purpose. Train and empower your team to solve problems and support decisions that are not detrimental to the business. Book time with me to learn about our speaking, training, and consulting services: Links & Resources: 📌 Connect with me on LinkedIn: 📌 Order my book Together We Serve: 📌 Book hospitality training for your team today: 📌 Learn more about Dan and Swan Brewing: + 📌 Visit Swan Brewing: 115 W. Pine St, Lakeland, FL 33815 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. Check out my FREE Resources and Training Tools: Web: YouTube: Twitter: Instagram: Tik Tok: Facebook: /episode/index/show/tonyjohnson/id/40114415

190: The Year of Experiential Hospitality 01/24/2026

190: The Year of Experiential Hospitality In this episode, I introduce 2026: The Year of Experiential Hospitality and why it’s time to stop treating customer experience and hospitality as separate conversations. Customer experience is the strategy. Hospitality is how that strategy shows up in real moments, on the front line, every day. Experiential hospitality is about intentionally creating moments where people feel welcomed and understood, and using those moments to build trust, loyalty, and differentiation. In this episode, we cover: Why experience is the clear differentiator in a commoditized marketplace How hospitality becomes the front-line expression of customer experience What hospitality-rich organizations do differently, and what every industry can learn from them How tiered service levels (value through luxury) create clarity and intentional premiumization The role of leaders and frontline teams as the true multipliers of experience Where technology and AI enable experience, and why humans must stay in the loop This episode sets the foundation for how experience, hospitality, people, leadership, and technology come together in 2026, with hospitality leading the way. Perfect for: 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) in 2026. If you are ready to start 2026 with clarity, confidence, and momentum, this episode is your launch point. Book time with me to learn about our speaking, training, and consulting services: Links & Resources: 📌 Connect with me on LinkedIn: 📌 Order my book Together We Serve: 📌 Book hospitality training for your team today: 📌 Order my book Proof Positive: 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. Check out my FREE Resources and Training Tools: Web: YouTube: Twitter: Instagram: Tik Tok: Facebook: /episode/index/show/tonyjohnson/id/39856585

189: Leading Customer Experience, Employee Engagement, and Hospitality in 2026 12/31/2025

189: Leading Customer Experience, Employee Engagement, and Hospitality in 2026 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 • The rise of premiumization and intentional moments that matter • How technology should enable humanity, not replace it • The leadership behaviors that will differentiate brands in 2026 • Practical questions every leader should be asking right now Perfect for: 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) in 2026. If you are ready to start 2026 with clarity, confidence, and momentum, this episode is your launch point. Book time with me to learn about our speaking, training, and consulting services: Links & Resources: 📌 Connect with me on LinkedIn: 📌 Order my book Together We Serve: 📌 Book hospitality training for your team today: 📌 Order my book Proof Positive: 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. Check out my FREE Resources and Training Tools: Web: YouTube: Twitter: Instagram: Tik Tok: Facebook: /episode/index/show/tonyjohnson/id/39575185

188: Customers Want to Buy, Not Be Sold with Geoffrey Reid 12/14/2025

188: Customers Want to Buy, Not Be Sold with Geoffrey Reid 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 sales teams that last. Key Takeaways Customers want to buy, but they do not want to be sold Sales today requires an all-fronts, fifth-dimension approach across the business Intentional hiring matters if you want teams that stay through tough cycles Training, coaching, and development are not optional for sales excellence KPIs should be embedded across the entire sales journey, not just at the close This conversation is practical, grounded, and especially relevant for leaders who want sales to feel less transactional and more connected and intentional. Book time with me to learn about our speaking, training, and consulting services: Links & Resources: 📌 Connect with me on LinkedIn: 📌 Order my book Together We Serve: 📌 Book hospitality training for your team today: 📌 Order my book Proof Positive: 📌 Connect with Geoffrey Reid: 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. /episode/index/show/tonyjohnson/id/39400710

187: The Thanksgiving Check-In: Winning the Last Mile of 2025 11/23/2025

187: The Thanksgiving Check-In: Winning the Last Mile of 2025 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 who leads teams or serves customers. In this episode, you’ll learn: • Why the “last mile” of the year exposes the strengths and cracks in every organization • How to keep your team sharp, rested, and focused through the holiday crunch • How to deliver consistent customer experience when demand, emotions, and fatigue are highest • What leaders must prioritize to win customer experience, employee experience, and loyalty in the new year • Why execution, empathy, and presence will define the leaders who succeed in 2026 • How to leverage AI and technology to support planning and performance without losing the human touch Perfect for: 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 during the busiest season of the year. If you’re ready to close the year with intention and launch into 2026 with clarity, confidence, and momentum, this episode is your Thanksgiving checkpoint. Book time with me to learn about our speaking, training, and consulting services: Links & Resources: 📌 Connect with me on LinkedIn: 📌 Order my book Together We Serve: 📌 Book hospitality training for your team today: 📌 Order my book Proof Positive: 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. Check out my FREE Resources and Training Tools: Web: YouTube: Twitter: Instagram: Tik Tok: Facebook: /episode/index/show/tonyjohnson/id/39141030

186: How Humans in the Loop + Good Data Create AI Success with Kevin Dean 11/10/2025

186: How Humans in the Loop + Good Data Create AI Success with Kevin Dean 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 foundation, keep humans in the loop, and lead your team through the AI revolution with confidence. Key Takeaways: Great customer experiences balance needs, wants, and emotions. AI can’t replace empathy. Good data is the foundation of any AI solution. Start by auditing what you have and where the gaps are. Always keep humans in the loop. AI should enable connection, not eliminate it. The real opportunity is using AI to solve problems faster, scale knowledge, and free up teams for deeper service. Leaders must reskill, adapt, and rewrite the playbook for a new era of service and speed. The pace of change isn’t slowing down and those who adjust quickly will thrive. If you want to understand how to balance human empathy with AI efficiency and set your business up for consistent, scalable service, this episode will give you the playbook. 🎧 Tune in and discover how to align your people and process to serve customers with excellence. Book time with me to learn about our speaking, training, and consulting services: Links & Resources: 📌 Connect with me on LinkedIn: 📌 Order my book Together We Serve: 📌 Book hospitality training for your team today: 📌 Learn more about Kevin and ManoByte: + 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. Check out my FREE Resources and Training Tools: Web: YouTube: Twitter: Instagram: Tik Tok: Facebook: /episode/index/show/tonyjohnson/id/38971635

185: Is Your Hospitality a Horror Show? 10/25/2025

184: Conquering Your Fear of AI and Jumpstarting Innovation in Your Business With John Kim 09/22/2025

184: Conquering Your Fear of AI and Jumpstarting Innovation in Your Business With John Kim 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, problem-solving, and built around the customer’s needs How omnichannel experiences create consistency across platforms with seamless handoffs Why customers now default to AI, expecting instant responses, quick solutions, and personalized follow-ups The mindset shift businesses need to overcome fear of AI and start small with simple solutions like FAQs and password resets The critical role of testing technology, pushing systems until they break before launch to ensure smooth, reliable customer experiences How the future of AI agents will feel as personal as your local business, remembering preferences and following up on purchases If you want to understand how to balance human empathy with AI efficiency and set your business up for consistent, scalable service, this episode will give you the playbook. 🎧 Tune in and discover how to align your people and process to serve customers with excellence. Book time with me to learn about our speaking, training, and consulting services: Links & Resources: 📌 Connect with me on LinkedIn: 📌 Order my book Together We Serve: 📌 Book hospitality training for your team today: 📌 Learn more about John and Sendbird: + 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. Check out my FREE Resources and Training Tools: Web: YouTube: Twitter: Instagram: Tik Tok: Facebook: /episode/index/show/tonyjohnson/id/38314470

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