Business

Customer Service Academy

by Tony Johnson

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Latest episodes

Your Front Line Is Your Bottom Line With Robert Reitknecht

September 30, 2026 · 25 min

Saying "Great Work" Isn't Recognition What separates a truly memorable experience from one that simply checks the boxes? According to Robert Reitknecht, it has nothing to do with thread count, amenities, or the finishes on the wall — it…
Halftime Is Over: Finish 2026 Strong

August 21, 2026 · 27 min

Half Time Is Over: Finish 2026 Strong Time is ticking away on 2026 and it might feel like you have just over 4 months left in the year, you really only have 3. The whistle blew on June 30th, and now is the time to take action if you want…
Saying "Great Work" Isn't Recognition With Alex Grande

July 31, 2026 · 27 min

Saying "Great Work" Isn't Recognition "Great work." Two words, zero impact. Your team can tell the difference between recognition and reflex, and so can your turnover numbers. In this episode I sit down with Alex Grande, founder of…
250 Years of American Hospitality

July 2, 2026 · 29 min

Titans of Hospitality: What 250 Years of American Service Can Teach Us About What's Next America is about to turn 250, and the story of who we are as a country cannot be told without the story of how we serve. From the frontier to the…
The Value Paradox: Lessons in High-Stakes Hospitality

June 11, 2026 · 30 min

The Value Paradox: Why Guests Are Spending More and Forgiving Less Consumer sentiment is at an all-time low, yet people are still spending. The World Cup just kicked off on American soil. And right here in Polk County, Florida, a landmark…

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The Superpower of Bringing People Together With Amy Wiggins, Lakeland Chamber of Commerce

May 17, 2026 · 44 min

The Superpower of Bringing People Together With Amy Wiggins | Lakeland Chamber of Commerce As the President + CEO of the Lakeland Chamber of Commerce, Amy is dedicated to creating a climate where business can prosper. She and her team do…
People Squared - Leading in an AI World With Nikki Barua

March 10, 2026 · 28 min

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…
Why Experience Matters as Much (Or More) Than Product With Dan Thumberg, Swan Brewing

February 15, 2026 · 35 min

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…
The Year of Experiential Hospitality

January 24, 2026 · 28 min

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…
Leading Customer Experience, Employee Engagement, and Hospitality in 2026

December 31, 2025 · 34 min

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…
Customers Want to Buy, Not Be Sold with Geoffrey Reid

December 14, 2025 · 29 min

Host: Tony Johnson Guest: 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…
The Thanksgiving Check-In: Winning the Last Mile of 2025

November 23, 2025 · 27 min

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…

Full episode archive on Apple Podcasts →

About the show

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.