Everyone I spoke to wanted even more information on how they can build stronger and longer lasting relationships with their customers - they wanted more info on what I love to call "20/20 Customer Focus".

Looking for 20/20 Customer Focus?

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…

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 hired, oriented, paid, challenged and developed - what we talk about in our meetings and how we share it - what we measure, what we reward, how we allocate resources - how we communicate and even how we do the math. (Do you know your retention or loyalty rate? Your NPS? How highly your employees rate you as good/great to work for?)

What Does Being Customer Focused Really Mean?

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…

Kelly Schram, NACCM, Conference Director

“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.”

What’s the Value of Happiness?

A 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…