“We both felt the energy from the audience at customer service Management this year, specifically in response to your overflowing breakout session, “21 Ways to Keep ‘Em Loyal.” Now that I’ve had the opportunity to read every session evaluation, it’s clear that your message and presentation style resonated with the audience. Aside from the many…
Details“JoAnna’s energy and enthusiasm is contagious! The web seminar audience was engaged and participating and they still wanted more when we had to close.”
Roger Courville, Principal, 1080 Group
“Your lively and spirited sessions were just what we had in mind when we hired you to “put some heart and soul” into our transition and retention strategies. Your inspiring messages reminded our associates that they truly can make a difference in the lives of our customers and in fact that is what they are…
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We’ve been celebrating Labor Day for over a 100 years. The idea of celebrating a “workingman’s holiday” spread with the growth of labor unions. It’s celebrated in the US, Canada, Australia, New Zealand, Jamaica, Trinidad, Tobago, the Philippines and maybe even a few other places. There are still a few speeches and parades that commemorate…
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The sign outside Panera’s door said, “Hiring Energetic and Enthusiastic Associates”. I’d seen the sign before, several times, but smiled anyway. Even the thought of energy and enthusiasm gives me a little boost. While I was ordering my salad, I struck up a conversation with the young (not so energetic) person behind the counter.…
DetailsSteven Slater became a folk hero overnight last week when he jumped ship on his airline attendant job and career by popping open the emergency exit slide on his JetBlue plane, grabbing two beers and sliding into the spotlight as an employee who was “mad as hell and not going to take it anymore.” After…
DetailsRecently I had the opportunity to do the closing keynote address for Merit Direct’s private user conference. Once a year this company gets its customers together and provides two and half days of learning, playing eating, dancing and even… karaoke. They pull together a roster of industry experts to teach and stimulate lively conversation among…
DetailsOne topic that came up on our last survey and comes up on any survey I’ve ever done to people who lead people who take care of customers is Motivation. You ask me how to motivate yourself and how to motivate your people as well. (And then of course there’s always motivating those customers to…
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Now what are the odds that a Happiness Coach hails a cab in NYC and finds a person who introduces himself as the Happy Cabbie? Yikes! Well it happened the other night and it feels like it must be the law of attraction at work! Strategic partner Carolyn and Watt and I were…
DetailsWhat do Michael Jordon, Miley Cyrus, Rosa Parks, Tony Hsieh (CEO of Zappos), Lady Gaga and families with healthy children in West Bengal India all have in common? Positive Deviance. They’ve all done or are doing something that puts them at the far right end of the “bell curve” of normal distribution. They are “deviant.”…
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