168: Improving Government Customer Service With Chase Oliver, Libertarian Presidential Candidate
Customer Service Academy
by Tony Johnson
1w ago
In this episode we are proud to welcome Chase Oliver into the studio. Mr. Oliver is the Libertarian candidate for president and on the ballot in 47 states. This interview is shared unedited and in its entirety. We did extend invitations to all major party presidential candidates and all candidates on the ballot in Polk County, Florida. As of the time of this interview recording, only Mr. Oliver agreed to an interview.  Note: Any candidate who would like to come on our show and discuss improving customer service in government is welcome.   - Improving government customer service begin ..read more
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167: Balancing Customer Experience and Loss Prevention With Russ Hawkins
Customer Service Academy
by Tony Johnson
3w ago
In 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 - Cre ..read more
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166: How CX Day and Customer Service Week Will Help You Grow Your Sales
Customer Service Academy
by Tony Johnson
1M ago
CX Day is coming up on October 1st and Customer Service Week is October 7th - 11th. These days are so important to ensuring that you can improve your service and grow your sales.  - CX Day is all about the strategy and the ROI on your customer experience investments and programs. - Customer Service Week is more tactical and empahsizes those on the front line who are the face of the oganization. - Creating a CX strategy and customer service program that creates easy experiences for customers and eliminates hassles - Using these events as a springboard into the future to prioritize custome ..read more
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165: Creating a Customer Centric Culture With Michael Hinshaw
Customer Service Academy
by Tony Johnson
2M ago
In this episode we welcome Michael Hinshaw into the studio to talk about customer centricity and  Visit https://www.igniteyourservice.com/6canons to invest in yourself and your team.   - You must be able to communicate what customer centricity means to your team so everyone is on the same page - Moving to a customer centric culture requires customer understanding and acting on what you hear from customers - Virtual learning is not enough on its own - it takes a combination of in person and virtual learning to drive success. It must also be applicable to their job and the information ..read more
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164: 10 Employee Engagement + Retention Tips From Labor Day
Customer Service Academy
by Tony Johnson
2M ago
In this episode we share 10 tips to engage and retain your team. This Labor Day is a great opportunity to put employees at the center of yoru thinking to drive customer experience and business results. Visit https://www.igniteyourservice.com/6canons to invest in yourself and your team.   - How you treat your team is how they will treat customers - The history of Labor Day has been all about appreciating and celebrating the contributions of the workforce. - There are opportunities everyday to connect with your team and make them feel welcomed and included. - Lean into communication, profes ..read more
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163: Enabling High Performing Customer Success Teams Through AI With Shanif Dhanani
Customer Service Academy
by Tony Johnson
3M ago
In this episode we welcome Shanif Dhanani to discuss enabling contact centers and the power of generative AI to improve the customer experience. Visit https://www.igniteyourservice.com/6canons to invest in yourself and your team.   - The best customer experiences are easy and reliable. - Hire people for your customer success roles and contact centers who have a high degree of empathy - AI will continue to improve the chatbot experience and is a key way to use this tool in a real world way - Generative AI will help your customers solve their own problems more quickly   Tony Johnson is ..read more
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162: 5 Hard Truths About Employee Engagement
Customer Service Academy
by Tony Johnson
3M ago
In this episode I share 5 strategies to create a culture of employee engagement and retention. When you create a greate environment for your team, it makes them want to stay longer and give more discretionary effort. And you will grow your sales. Visit https://www.igniteyourservice.com/6canons to invest in yourself and your team.   - Employee engagement is more than just job satisfaction - Build a culture of continuous feedback and improvement - Stay competitive with compensation and pay - Create flexible work environments   Tony Johnson is a Customer Experience Expert, Keynote Speak ..read more
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161: Uncovering What You Don't Know About Your Customers with Aaron Tighe
Customer Service Academy
by Tony Johnson
4M ago
In this episode we welcome Aaron Tighe into the studio to talk about customer experience and building a best-in-world experience Visit https://www.igniteyourservice.com/6canons to invest in yourself and your team.   - Great customer experience is about connection. - Empathetic and active listening will help you uncover unmet customer needs. - Learn more about your customers by asking the right questions at the right time.   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly s ..read more
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160: Crafting Unforgettable Premium Customer Experiences
Customer Service Academy
by Tony Johnson
4M ago
In this episode we talk about crafting premium customer experiences within this volotile and competive marketplace. This will create a loyal customer base to grow your sales. Visit https://www.igniteyourservice.com/6canons to invest in yourself and your team.   - Let's talk about the current state of customer experience - What are the current struggles in delivering loyalty-driving customer experiences (CX) - What is a premium customer experience? - How can you craft a premium customer experience for your business?   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and ..read more
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159: Understanding and Wowing Customers With Jessica Embree
Customer Service Academy
by Tony Johnson
5M ago
In this episode we welcome Jessica Embree from Tulip Marketing into the studio to talk about customer centricity, understanding your customers, and marketing solutions to help your customers thrive. Visit https://www.igniteyourservice.com/6canons to invest in yourself and your team.   - Start by listening to your customers and establishing robust communication - Look beyond demographics and focus on solving problems for customers and clients - Find small ways to give little wows to your customers and clients - Find ways to be generous with your expertise   Tony Johnson is a Customer ..read more
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