“Without caring there can be no quality. The shift is on from a Customer Service mentality to a Customer Care mindset. 68% of customers leave because they think, feel or perceive that we don’t care.” A large portion of the customer relationship is emotional. The perception that a company cares about us is significant in driving loyalty.

Track 1:,JoAnna explores the significance of the shift to Customer Care.

Track 2: Do you want your customers to experience a Moment of Misery of a Moment of Magic? When customers come back time after time again it’s because of an expectation that the company is going to create consistently positive experiences.” JoAnna shares Moments of Magic, what they are, how to identify them within your company and how you can create these magical moments with your customers to create loyalty.

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