We all know what we have to do to create the positive customer experiences and long-term loyalty our organizations depend on, right? We’ve been to the trainings, read the books, attended the staff meetings, and have a pretty good idea of the changes we need to make for better performance. But do we DO…
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I had fun speaking in Las Vegas on “21 Ways to Keep ‘Em Happy, Keep ‘Em Loyal and Keep ‘Em Coming Back”. It’s one of my favorite talks. It’s fast, it’s funny, it’s chock full of great ideas and there is literally something for everyone, even in a large group. Even more fun were…
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Do you know the magic question ? My local Publix market is very customer friendly. They actively encourage their customers to take advantage of their “carry out” service and have their bags taken right out to their cars. It’s all part of the ‘Publix – Where Shopping is a Pleasure’ experience. The service is…
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I laughed a little the other day when asked this question. Customer Focused means so many things – the vision – the values – the mission – the standards – the teachings – the culture – the language – the way things are prioritized – the way people are promoted – the way people are…
Details“Meeting and listening to you today was like coming out of the salon, with a fresh new hairstyle… refreshing, reviving, renewing, and much needed. Thank you! I hope we meet again in the not too distant future.”
DetailsHappy Valentine’s Day! I’m so happy this week’s Customer Care Tip falls right on the official “Day of Love” itself. It’s a time when everyone is just a little more attuned to the topic of emotions – a powerful business topic you know I’m passionate about all year ’round! There are probably infinite ways to…
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I was in the Tampa airport yesterday headed home. As I was looking around for the “no bags to check” kiosks in the terminal I was distracted by people carrying big batches of red balloons saying “I love you”, “Be mine” and other assorted sweet sentiments. I found a bunch of stationary balloons and…
DetailsYesterday, just for fun, I did an internet search for “happiness in the workplace.” There were nearly 10 million results, and two million of them featured “happiness in the workplace statistics.” The stats keep rolling in, telling us that for sure, happiness and positivity at work pave a path to customer loyalty and profitability. I…
Details“Very rarely do we invite speakers back to the NACCM from one year to the next. JoAnna Brandi is the exception – and for good reason. JoAnna consistently brings us new content and fresh perspectives that keep attendees engaged, and kindles their customer care passion so much so that they take action when they return to their organizations. JoAnna’s talks are both inspirational and highly applicable, and attendees make sure we know this by rating her one of our top three speakers at every conference.”
DetailsA few years ago I was sitting on a plane bound for Chicago when I found myself in conversation with my seatmate. He was the CEO of a midsize company, so of course our conversation turned to business. He asked me why I was headed to Chicago and I explained I was off to give…
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