In this episode we will discuss 5 strategies to create a culture of customer centricity in your organization.  In other words, let's keep customers at the center of everything we do. Visit https://thetonyjohnson.teachable.com/ to invest in your sales team.   - Start by prioritizing your employee experience - Cultivate customer understanding - Align with customer needs - Ensure a robust feedback mechanism to measure and gauge impact It's time for the great service comeback!  Visit Visit https://ignite-your-customer-service-master-class.teachable.com/p/six-canons-of-customer ..read more

In this episodes we invite Peter Voss from Aigo.ai into the studio to talk about Artificial Intelligence and how it can reduce friction for customers and consumers. Visit https://thetonyjohnson.teachable.com/ to invest in your sales team.   - Don't let the rulebook get in the way of creating great customer experiences. - Hyper pesonalization is a key way to build loyalty by customizing experiences and recognizing customer preferences. - Great automation can help you win during your peak periods by serving customers more quickly. - Cognitive AI will be a game changer to help supplement con ..read more

In this episodes we share some observations from Key West Florida hospitality and how to select the very best CX leader for your business. Visit https://thetonyjohnson.teachable.com/ to invest in your sales team.   When you are hiring your CX leader: - Hire someone with a stong CX background, experience in operations, but they don't need to have specific knowledge of your particular market. - They must be a great communicator and skilled at bringing people together. - Look for leaders who can connect data to insights to actions. - Have the presence to be the voice of the customer and empl ..read more

In this episodes we welcome Dave Norton of Stone Mantel into the studio.   Visit https://www.4xi360.com/truenorth to invest in your sales team. Key points from Dave: - Great customer experience makes me feel like my time with your business was well spent. - Leaders teach employees how to behave every day. - Employee engagement is the key to growing customer experiences. - We need to ensure we are aligned with customers' preferred ways of getting things done. - In the hospitality business we are about building loyalty through maximizing customers time and money (and often time is more ..read more

Teams will reflect how they are treated back onto their teams.  Take the time to lead with a sense of empathy and enthusiasm and you will find they deliver higher quality experiences for guests, customers, and consumers.   Visit https://www.4xi360.com/truenorth to invest in your sales team.   - Employee experience begins with the hiring process, orientation, and onboarding. - Intentionally leading with empathy will help you lead your team the way they want to be led. - Communicate in a way the informs withour overwhelming. - Understanding the different generations in the wo ..read more

In this episode, I welcome Nikola Mrkšić from PolyAi into the studio to discuss artificial intelligence (A.I.) in contact centers. Visit http://6canons.com to invest in my latest virtual hospitality program.   - Great AI helps you foget you're speaking to machine because it is about helping the customer. - Contact centers continue to grow and bring value to organizations. - Great AI and contact center operations can improve customer satisfaction and NPS. - Effective contact centers are not costs, but investments in your business growth. - The best AI is conversational in nature and has be ..read more

In this episode, I talk about the trends you need to prioritize going into 2024 when it comes to Customer Experience (CX).  It's time to close out 2023 and talk about the trends you need to know for the new year to grow your business. Visit http://6canons.com/ to invest in my latest virtual hospitality program.     - Prioritize people and the basics of front line hospitality, consistency, and trust - Analyze your customer journey to reduce friction and prioritize your omnichannel experience   - Utilize A.I. and predictive analystics to deliver hyper-personalized experiences ..read more

In this episode, we welcome Simon Elliot of 4xi Global Consulting to talk about the future of real estate and employee experience.  How can organizations create environments where employees want to be and utilize their space most effectively. - Employee are looking for reasons to return to the workplace and employers must find ways to magentize the workplace - Mixed use spaces have the potential to fill corporate real estate with inviting, innovative, and magnetizing offers   - The future of real estate might include several floors of different offerings, such as micro universities ..read more

In this episode, we talk about thriving though the holiday season - excelling in customer experience and empoyee engagement.  This will help you grow your sales and your reputation. Invest in my 5-star rated course on Customer Experience and Leadership:  http://6canons.com/   - Keep a close eye on how often you are asking for donations or tips from your customers - balance that so that don't feel manipulated - Keep your customer experience top of mind with personalized moments, steamlined shopping processes    - Ensure your team feels cared for by prioritizing recognit ..read more

In this episode, we welcome Kat Kennan into the studio to talk about strengths based, trauma informed, and inclusive marketing for today's consumers. Invest in my exclusive course on Customer Experience and Leadership:  http://6canons.com/   - Empathy driven understanding can improve both customer experience and marketing success by uncovering perceptions - Use the 3 Rs:  Radical empathy, Radical Vulnerability, Radical Authetic Investment - Trauma informed marketing is about embracing the human experience - most of us have experienced some form of trauma (such as the pandemic ..read more