Customer Service Academy

188: Customers Want to Buy, Not Be Sold with Geoffrey Reid

14 Dec 2025

Contributed by Lukas

Host: Tony JohnsonGuest: Geoffrey Reid Author: The Revenue Catalyst: Mastering the Art of Sales In this episode, I sit down with Geoffrey Reid, a glob...

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

23 Nov 2025

Contributed by Lukas

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 Thanksgivi...

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

10 Nov 2025

Contributed by Lukas

Artificial Intelligence is changing everything about customer service and leadership, but only if we use it wisely. In this episode, I sit down with K...

185: Is Your Hospitality a Horror Show?

25 Oct 2025

Contributed by Lukas

Some hospitality experiences are so bad, they could star in their own horror movie. In this Halloween special, we pull back the cobwebs on the five sc...

184: Conquering Your Fear of AI and Jumpstarting Innovation in Your Business With John Kim

22 Sep 2025

Contributed by Lukas

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-F...

183: Your Leadership Wake Up Call - 5 Lessons From Labor Day

31 Aug 2025

Contributed by Lukas

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 j...

182: Technology Enabled, People-Focused Customer Service With Matt Whitmer

10 Aug 2025

Contributed by Lukas

Technology enabled, people-focused Customer Service With Matt Whitmer. In today's episode, we're thrilled to welcome Matt Whitmer into the studio. Mat...

181: Designing Your Customer Experience Framework and Hospitality Blueprint

21 Jul 2025

Contributed by Lukas

In this episode, we will discuss the power of your customer experience blueprint as well as the best techniques and tactics to craft a culture of hosp...

180: How to Create Real Customer Connections with Doug Brown

24 Jun 2025

Contributed by Lukas

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 t...

179: Balancing AI and Humanity in CX with Frederic Durand

22 May 2025

Contributed by Lukas

Balancing AI and Humanity in CX with Frederic Durand, CEO of Diabolocom In today's episode, we're thrilled to welcome Frederic Durand, Founder and CEO...

178: Hospitality That Makes Sun 'n Fun Soar With Gene Conrad

25 Apr 2025

Contributed by Lukas

In this high-flying episode, we sit down with Gene Conrad, President and CEO of the Aerospace Center for Excellence and Sun 'n Fun Aerospace Expo in L...

177: Developing Coaches Who Get Results: Key Trends in Modern Leadership Training

03 Apr 2025

Contributed by Lukas

In this episode of the Customer Service Academy Podcast, we explore the evolving world of leadership development and the critical traits every modern ...

176: Crafting Memory Making, Loyalty Building Theme Park Experiences

02 Mar 2025

Contributed by Lukas

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 ...

175: Supercharge Your Business with AI-Driven Customer Service

16 Feb 2025

Contributed by Lukas

AI and hyper-personalization are revolutionizing customer experience (CX) in 2025. Customers expect more than just good service—they demand tailored...

174: Meeting People Where They Are to Drive Influence With Jesse Hernandez

01 Feb 2025

Contributed by Lukas

This week we welcome Jesse Hernandez into the studio. Jesse has experience as a leader in the construction space, where he learned to meet people wher...

173: Stop Making It Hard for Customers: 7 Steps Simplify Your Service

19 Jan 2025

Contributed by Lukas

2025 if the year of simplification, and customers want brands who are easy to work with, deliver on commitments, and personalize their experiences. St...

172: Your Actionable Blueprint for Customer Experience and Employee Engagement Success in 2025

29 Dec 2024

Contributed by Lukas

As 2025 approaches, it is a great time to look back on what happened in customer experience and employee experience in 2024 - and discuss what we can ...

171: Building a People-Centric Internal Culture With Chase Jordan

16 Dec 2024

Contributed by Lukas

In this episode we invite Chase Jordan in the studio to discuss leadership, customer experience, and employee engagement. Chase brings a wealth of kno...

170: Gratitude Through the Lens of Generational Cohorts

28 Nov 2024

Contributed by Lukas

Thanksgiving is the perfect time of year to show gratitude - and when you can personalize by generation, you will find a resonance that drives success...

169: The Holiday Hospitality Handbook (10 Tips to Elevate Customer Service This Season)

16 Nov 2024

Contributed by Lukas

The holiday season is here. Is your business ready? In this episode we talk about 10 tips + 1 bonus tip to deliver for your customers this holiday sea...

168: Improving Government Customer Service With Chase Oliver, Libertarian Presidential Candidate

01 Nov 2024

Contributed by Lukas

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 st...

167: Balancing Customer Experience and Loss Prevention With Russ Hawkins

19 Oct 2024

Contributed by Lukas

In this episode we welcome Russ Hawkins into the studio to talk about digital customer experienes, loss prevention, and using modern data analytics to...

166: How CX Day and Customer Service Week Will Help You Grow Your Sales

29 Sep 2024

Contributed by Lukas

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 ...

165: Creating a Customer Centric Culture With Michael Hinshaw

15 Sep 2024

Contributed by Lukas

In this episode we welcome Michael Hinshaw into the studio to talk about customer centricity and  Visit https://www.igniteyourservice.com/6canons to ...

164: 10 Employee Engagement + Retention Tips From Labor Day

31 Aug 2024

Contributed by Lukas

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...

163: Enabling High Performing Customer Success Teams Through AI With Shanif Dhanani

18 Aug 2024

Contributed by Lukas

In this episode we welcome Shanif Dhanani to discuss enabling contact centers and the power of generative AI to improve the customer experience. Visit...

162: 5 Hard Truths About Employee Engagement

04 Aug 2024

Contributed by Lukas

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 ...

161: Uncovering What You Don't Know About Your Customers with Aaron Tighe

21 Jul 2024

Contributed by Lukas

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.ign...

160: Crafting Unforgettable Premium Customer Experiences

06 Jul 2024

Contributed by Lukas

In this episode we talk about crafting premium customer experiences within this volotile and competive marketplace. This will create a loyal customer ...

159: Understanding and Wowing Customers With Jessica Embree

17 Jun 2024

Contributed by Lukas

In this episode we welcome Jessica Embree from Tulip Marketing into the studio to talk about customer centricity, understanding your customers, and ma...

158: 8 Hospitality Insights to Improve Your Customer Experience

01 Jun 2024

Contributed by Lukas

In this episode we discuss the importance of taking your vacation and time off to drive business and personal results.  I also share 8 tips to improv...

157: Building Customer Loyalty Through Sustainability With Christy Cook

19 May 2024

Contributed by Lukas

In this episode we invite Christy Cook into the studio to discuss sustainability and ESG (environmenal, social, and governance).  It is all about ens...

156: Your 5 Step Roadmap to Customer Centricity

22 Apr 2024

Contributed by Lukas

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 a...

155: Smarter Chatbots + AI to Delight Customers With Peter Voss

08 Apr 2024

Contributed by Lukas

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 ...

154: 7 Tips to Selecting Your Customer Experience Leader

26 Mar 2024

Contributed by Lukas

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 http...

153: Using Pattern of Management To Drive Customer + Employee Experiences

09 Mar 2024

Contributed by Lukas

In this episodes we talk about pattern of management how you can inspire your team to deliver amazing customer experiences each day. Visit https://i...

152: Understanding Customers With Dave Norton

01 Mar 2024

Contributed by Lukas

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...

151: Great Employee Experiences = Great Customer Experiences

28 Jan 2024

Contributed by Lukas

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 d...

150: Human-Level Customer Experience From A.I. With Nikola Mrkšić

13 Jan 2024

Contributed by Lukas

In this episode, I welcome Nikola Mrkšić from PolyAi into the studio to discuss artificial intelligence (A.I.) in contact centers. Visit http://6ca...

149: Customer Experience Trends for 2024

30 Dec 2023

Contributed by Lukas

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 20...

148: Creating Magnetizing Experiences in Corporate Real Estate With Simon Elliot

10 Dec 2023

Contributed by Lukas

In this episode, we welcome Simon Elliot of 4xi Global Consulting to talk about the future of real estate and employee experience.  How can organizat...

147: Win the Holiday Hustle to Delight Your Customers and Employees

25 Nov 2023

Contributed by Lukas

In this episode, I talk about thriving through the holiday season - excelling in customer experience and employee engagement.  This will help you gro...

146: Strengths Based, Trauma Informed Marketing and Experiences With Kat Kennan

17 Nov 2023

Contributed by Lukas

In this episode, we welcome Kat Kennan into the studio to talk about strengths based, trauma informed, and inclusive marketing for today's consumers. ...

145: 10 Effective Team and Customer Communication Strategies

05 Nov 2023

Contributed by Lukas

In this episode I share 5 strategies for effective team and customer communication - and the benefits you can expect if you execute properly and consi...

144: Spooktacular Leadership Lessons From Halloween

27 Oct 2023

Contributed by Lukas

In this episode we discuss 5 leadership lessons from Halloween.  I know this week is a bit tougue in cheek, but give it a listen, you just might lear...

143: Leading Digital Product Strategy and Transformation with Jonathon Hensley

14 Oct 2023

Contributed by Lukas

In this episode, we welcome Jonathan Hensley into the studio from Emerge, a digital product consulting firm. Invest in my exclusive course on Custome...

142: Getting the Most Out of Customer Service Week (and CX Day)

01 Oct 2023

Contributed by Lukas

In this episode, we talk about upcoming Customer Service Week and CX Day. Link to my latest virtual hospitality program:  http://6canons.com/   - ...

141: 5 Step Framework to Protect Quality and Experience

19 Sep 2023

Contributed by Lukas

In this episode, we talk about quality and how to protect it in your business.   Link to my latest virtual hospitality program:  http://6canons.co...

140 Leadership Mindset for Growth With James Saliba

09 Sep 2023

Contributed by Lukas

In this episode, we welcome James Saliba into the studio to discuss leadeship and Customer + Employee Experience.     - When establishing your CX...

139: Simplified Journey Mapping to Grow Your Customer Loyalty (and Sales)

26 Aug 2023

Contributed by Lukas

In this episode, I talk about customer journey mapping and making things easy for your customers.  This is vital to retain customers as the economy ...

138: My Journey Through the Healthcare System and Patient Experience

11 Aug 2023

Contributed by Lukas

In this episode, I talk about my journey through the healthcare space.  Here are some of my takeaways from my two weeks in the hospital from a PX pe...

137: 5 Leadership Lessons From Independence Day

30 Jun 2023

Contributed by Lukas

In this episode, I discuss Independence Day and what we can all learn as leaders from the example of our Founding Fathers.     Vision  Courage ...

136: Reframing Your Sales Process by Showcasing Your Value With Lisa J. Smith

10 Jun 2023

Contributed by Lukas

In this episode, we welcome Lisa J. Smith of Smith Co. into the studio to talk about B2B sales.     Great leaders not only inspire, but they ha...

135: Memorial Day and the Spirit of Service

28 May 2023

Contributed by Lukas

In this episode, we share our gratitude for those who served and sacrified this Memorial Day.  Thank you.   Here are some lessons we can learn fr...

134: Does Your Technology Delight or Aggravate Your Customers?

13 May 2023

Contributed by Lukas

In this episode, I discuss the power of technology to drive superior customer experiences.     Technology must fit together to create an omnicha...

133: Customer Experience Is Your Recession Plan

30 Apr 2023

Contributed by Lukas

In this episode, we talk about using customer experience as a differentiator in your market to grow your sales Take a step back and look at your cu...

132: Building Experiences + Relationships Through Empathy

15 Apr 2023

Contributed by Lukas

In this episode, we talk about the power of empathy and understanding to build relationships and drive personalization.  This is key to employee and...

131: Leading Teams To Deliver Exceptional CX with Steve DiGioia

31 Mar 2023

Contributed by Lukas

In this episode, we invite Steve DiGioia into the studio to talk CX.      -  Leadership isn't about position, it's about influence and impact ...

130: Employee Experience Is Rocket Fuel for Customer Experience

18 Mar 2023

Contributed by Lukas

In this episode, I talk about how great employee experience is the catalyst for great customer experience.   - Focus on your leadership behaviors a...

129: How Personalization Will WOW Your Customers and Grow Your Sales

04 Mar 2023

Contributed by Lukas

In this episode we talk about delivering personalized experiences that feel "just for them" to your clients, customers, guests, and consumers.    ...

128: Beyond Gut Instincts - Let Data and Benchmarking Be Your Guide With Barbara Boden and Ann McNally

26 Feb 2023

Contributed by Lukas

In this episode, we welcome Barbara Boden and Ann McNally into the studio to talk about data, insights, vendor relationships, and moving from insight...

127: Developing Customer Relationships With Janyelle Milton

19 Feb 2023

Contributed by Lukas

In this episode, I we welcome Janyelle Milton, founder of J Marie Premium Sneakers, into the studio.     Keep the customer lines of communicatio...

126: ChatGPT: Way Less Scary Than Skynet or the Matrix

11 Feb 2023

Contributed by Lukas

In this episode, I discuss the future of chat most notably the new ChatGPT conversational language model.     - ChatGPT is extremely user friend...

125: Sustaining High Performance and Employee Well Being With Brandi Olson

27 Jan 2023

Contributed by Lukas

In this episode, I welcome Brandi Olson into the studio.  We talk about experience, work, and her latest book Real Flow.   - How to work hard, with ...

124: Recruiting and Retaining Powerhouse Teams in 2023

14 Jan 2023

Contributed by Lukas

In this episode, I talk about the key employee experience trends for 2023.  If you want to recruit, retain, and develop a world class team follow the...

123: Customer Experience Trends for 2023

02 Jan 2023

Contributed by Lukas

In this episode, I talk about the trends you need to prioritize going into 2023 when it comes to Customer Experience (CX).     - Prioritize your Em...

122: The Ghosts of CX Past, Present, and Future

20 Dec 2022

Contributed by Lukas

In this episode, I talk about the classic tale A Christmas Carol and how you can apply the lessons of christmas past, present, and future to improve y...

121: Helping Teams Do Their Best Work With Gustavo Razzetti

10 Dec 2022

Contributed by Lukas

In this episode, we welcome Gustavo Razzetti into the studio to discuss creating a Fearless Culture where people can do the best work of their lives. ...

120: Bring the Thankfulness and Dump the Excuses

19 Nov 2022

Contributed by Lukas

In this episode, I talk about gratitude and moving on from excuses in the new year.  Happy Thanksgiving to you all!   - This is an amazing time to s...

119: Building Trust by Delivering on Your Brand Promise With Jason Bradshaw

13 Nov 2022

Contributed by Lukas

In this episode, I talk about the 3 principles to creating a customer focused culture.    - Great companies reduce gap between expectations and real...

118: What Halloween Horror Nights Taught Me About Customer Price and Value Perception

29 Oct 2022

Contributed by Lukas

This week I share what I learned about price, value, and buying preferences from Universal Studios Orlando's Halloween Horror Nights.   - They are tr...

117: A Proven Service Recovery Model When Things Go Wrong

15 Oct 2022

Contributed by Lukas

In this episode, I share a bit about the current state of customer service in the market, particularly with Disney here in Central Florida.  I also s...

116: 10 Customer Experience Rules For Business Success

02 Oct 2022

Contributed by Lukas

In this episode, I share my 10 Customer Service Rules.  Keep these in mind as you develop your CX strategies and programs.     It's time for the g...

115: Are You Recession-Proofing Your Business Through Customer Experience?

25 Sep 2022

Contributed by Lukas

In this episode, I talk about how to use the Experience Standards to ensure your business grows during the recession.   - Use Customer Experience (CX...

114: Company Culture = Values + Behaviors With Jess Podgajny

11 Sep 2022

Contributed by Lukas

In this episode, we invite Jess Podgajny into the studio to talk about employee engagement and company brand.   - Personalization is key both in cus...

113: The Lie Behind Quiet Quitting

02 Sep 2022

Contributed by Lukas

In this episode, we talk about quiet quitting, the great resignation, and employee ghosting - and what to do about it.   - Employees are pushing back...

112: Turning Spaces Into Places Where People Want to Be - A Conversation With Tony Johnson and Simon Elliot

21 Aug 2022

Contributed by Lukas

In this episode, Simon Elliot and I discuss the future of experience, workplace, and real estate.   -  The best solutions solve problems customer ha...

111: Defining Intentional Service Behaviors

13 Aug 2022

Contributed by Lukas

In this episode, I talk about breaking your customer service strategy down into behaviors you can train, measure, and coach on each day.   - Make sur...

110: Embracing Significant Leadership With Lauren Schieffer

06 Aug 2022

Contributed by Lukas

In this episode, I invite Lauren Schieffer, CSP into the studio to talk about leading with significance.  Great leadership is a catalyst for employee...

109: The Business Case for Vacation and Unplugging

25 Jul 2022

Contributed by Lukas

As I head off on my first vacation in over a year, I want to share the power of unplugging, unwinding, and dreaming.  Take your vacation time and use...

108: Recruiting and Retaining 5 Star Employees With Heenle Turner

16 Jul 2022

Contributed by Lukas

In this episode, I welcome Heenle Turner into the studio to talk about people, employee experience, and retention.   - Great customer experiences ar...

107: 4 Leadership and Service Lessons From Independence Day

03 Jul 2022

Contributed by Lukas

We can learn so much from our Founding Fathers when it comes to leadership - particulalry from John Adams. Remember that great leadership fuels great ...

106: Finding Your Leadership Why With Dustin Dale

26 Jun 2022

Contributed by Lukas

In this episode, I welcome Dustin Dale into the studio to discuss leadership and service.   - The best customer experiences are transparent and strai...

105: What to Do When You Are Short Staffed

18 Jun 2022

Contributed by Lukas

In this episode, I talk about protecting the customer + guest experience, even when you are short staffed.   - Protect your team experience   - Lean...

104: Dreams, Goals, and Growth With Dane Espegard

06 Jun 2022

Contributed by Lukas

In this episode, I welcome Dane Espegard into the studio.   - The best service ensures that customers feel heard at every turn     - Shooting for...

103: Leadership Lessons From Memorial Day

28 May 2022

Contributed by Lukas

In this episode I want to extend the deepest and truest gratitude for those who served and sacrificed on this Memorial Day Weekend.   Thank you.   W...

102: Helping Employees Understand Their Purpose (and retain them) With Laurie Sudbrink

20 May 2022

Contributed by Lukas

In this episode, I speak with Laurie Sudbrink about engaging, retaining, and maximizing employee performance.     Are you putting your employees...

101: Leadership Lessons From Harry Potter

06 May 2022

Contributed by Lukas

In this episode, I share the leadership lessons we can learn from Harry Potter and how to bring to life in your daily work.   - Managerial Courage Ma...

100: Celebrating 100 Episodes and Sharing What We've Learned Along the Way

15 Apr 2022

Contributed by Lukas

This episode is #100.       In this episode I share:   - The top five listener episodes   - My favorite episodes   - Lessons learned over the l...

99: Building a Culture of Customer Focus + Employee Retention With Jodie Jansen

08 Apr 2022

Contributed by Lukas

Building teams with resilience, flexibility, positivity, and kindness   In this episode, I invite Jodie Jansen into the studio to talk about customer...

98: The 5 Customer + Employee Experience Guidelines

26 Mar 2022

Contributed by Lukas

In this episode, I talk about the 5 customer and employee experience guidelines.  These will enable your team to deliver amazing service for your cus...

97: Technology and Innovation That Truly Solves Problems with Mouli Chandramouli

19 Mar 2022

Contributed by Lukas

In this episode, I invite Mouli Chandramouli of Zan Compute into the studio to discuss technology, innovation, and customer focus.   - Great custom...

96: Do You Understand Your Customers or Just Think You Do?

13 Mar 2022

Contributed by Lukas

In this episode, we dive into the fundamentals of understanding your customers and acting on feedback:   - Ask questions of those who love your busin...

95: Creating High Performing Teams Who Provide Amazing Customer Experiences With Emily Ransone

01 Mar 2022

Contributed by Lukas

In this episode, we welcome Emily Ransone into the studio to talk about communication and engagement. - Customer Service is very much about listenin...

94: Your Employees Probably Hate Your Training and What To Do About It

18 Feb 2022

Contributed by Lukas

Let's talk about how to utilize training to empower your team to deliver great customer experiences and build loyalty:   - Start with the goal in min...

93: Creating Value for Clients to Grow Long Term Relationships With Simon Elliot and Ed Snowden

04 Feb 2022

Contributed by Lukas

In this episode, I welcome Simon Elliot and Ed Snowden from 4xi Global Consulting and Solutions into the studio.  They are the co-authors of the True...

92: Remote Strategies That Drive CX Success and Employee Engagement With Tim Mobley

24 Jan 2022

Contributed by Lukas

In this episode, I interview Tim Mobley about remote teams and fractional work. Great brands know what they are trying to achieve and how they are g...

91: What Value Do You Bring To Your Customers?

16 Jan 2022

Contributed by Lukas

In this episode, I talk about understanding your customers and your organization to bring the best value to those you serve. What problem do you solve...

90: Building Strong Teams With a Customer Focus With Janet Fouts

08 Jan 2022

Contributed by Lukas

In this episode, I welcome Janet Fouts into the studio to talk about employee engagement, service, and culture. Everything we do as a leader is about...

89: What Your Customers Want In 2022

01 Jan 2022

Contributed by Lukas

In this episode, I discuss how to own the customer experience and beat your competition in 2022. 1.  People are the priority   2.  Work through sup...