In this episode, we welcome James Saliba into the studio to discuss leadeship and Customer + Employee Experience.     - When establishing your CX strategy, you have to understand your customers and what they need - Leadership strategy is a bridge.  You must know where you are and where you are trying to go to plot a course. - Giving your team a safe place to fail can help employees learn and understand how to move forward     It's time for the great service comeback!  Visit http://6canons.com/ to find my exclusive course on Customer Experience and Leadership.     SHOW LINKS:  https://jamessaliba.com/       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.     Tony Johnson Customer Service Expert | Author | Trainer | Speaker     Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/The_TonyJohnson Instagram: https://www.instagram.com/THE_TONYJOHNSON/ Tik Tok:   https://vm.tiktok.com/owrTbL/ Facebook:  https://www.facebook.com/tonyjohnsoncx/   Music: http://www.bensound.com