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…

What’s the First Word of the Year?

The very first sentence we say to each other at the very first moment of a New Year is “Happy”. The very first word we shout as the ball drops is “Happy!” Our very first wish for each other at the beginning of a new year is a wish for happiness. One would think that…

Holiday Message 2011

“Let yourself be silently drawn by the strange pull of what you really love.” Rumi Before this year melts into next, take a little “Time in” to reflect, remember, review, re-frame, relax, rejuvenate and then, reawaken that childlike quality within you that is in its essence pure joy, pure wonder. Take a glance back and…