About JoAnna
JoAnna Brandi, often called the “Customer Care Lady,” has 20-years experience helping create more positive, customer-caring companies that thrive, where employees are motivated, customers are loyal and competitors are nervous. She's the publisher of the Customer Care Coach®, a ten session self-study customer care leadership program, and Monday Morning Motivation, a weekly focused “self-talk” for people who care about their customers.
JoAnna is a consultant, well-regarded public speaker and author of two books on customer loyalty: “Winning At Customer Retention: 101 Ways to Keep ‘em Happy, Keep ‘em Loyal and Keep ‘em Coming Back” and “Building Customer Loyalty: 21 Essential Elements in Action.” She’s been delighting people worldwide with her biweekly “Customer Care Tip” for over 15 years. JoAnna is a practitioner of applied positive psychology and an “Authentic Happiness Coach," bringing the teachings of the new “Science of Happiness” right into the workplace. She's currently working on a new book, “The Feel-Good-at-Work Factor.” She's also a founding member of the Positive Workplace International.
Print-Plus
How Catalogs Drive Your Business
Jun 14, 2013The printed catalog is the main driver of traffic to the web. However, with all of the other touchpoints available...
The Art of Delivering Style
5 Steps Toward Omnichannel Success
Jun 12, 2013When consumers interact with your business, they don't see multiple channels and product lines, they see one brand and a...
Return on Intelligence
7 Customer Service Tactics to Copy From Apple
May 30, 2013Over the years I've called Apple maybe 30 times. Never a bad experience. Just easygoing people happy to help...
Designed to Convert
Should You Use Microsites for AdWords Campaigns?
May 29, 2013The microsite is a strange beast. Some companies love it and the freedom it allows to create conversion-targeted experiences without having...
Retail Rants & Raves
Familiar Themes Resonate at IRCE 2013
Jun 11, 2013Having had a couple of days to regroup and recover from last week's Internet Retailer Conference & Exhibition (IRCE) in...
Return on Inventory
5 Tips to Help Your Business Manage System Process Changes
Apr 24, 2013In today's dynamic retail environment, however, the ability to embrace rapid process change is more important than ever. Merchandise and...
Shipping Insights
8 Ways to Use Parcel Carriers’ ‘Cost to Serve’ Pricing to Your Advantage
Apr 16, 2013Just about every day, a shipper asks me what FedEx or UPS incentive they should be achieving for their specific...
B-to-B Insights
The Illogical Song: What Makes Sense vs. What Works
Apr 8, 2013It's official: J.C. Penney scrapped its every-day-low-price strategy for the rollercoaster world of markups and markdowns. Merchants, marketers and graphic artists...
Email Applied
Preparing Your Email Marketing Strategy for the Holidays, Part 3
Oct 31, 2012In the final installment of this three-part series (make sure to check out parts one and two), I examine why it...
Retail Rambles
SkyMall Helps You Prepare for the End of the World
Apr 2, 2012Perhaps I've been watching too much of "The Walking Dead" or maybe too many episodes of "Doomsday Preppers," but my paranoia about the...
ThinkAbout: Inspirational Verve for Your Product Line!
Can You Up the Ante on Your Products’ Amusement Factor?
Oct 17, 2011Can you up the ante on any of your products’ amusement factors? Is there some ho-hum aspect of your product...
