The Retailer's Guide to Cross-Channel Success
Creating Positive Customer Experiences
By JoAnna Brandi
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.
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What Your Business Can Learn From the JetBlue Flight Attendant's Meltdown
How can you use the Slidin’ Slater incident to start a lively dialog in your company about how working conditions impact employees’ abilities to take care of customers and feel good about work?
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The Power of Paying Attention
Consumers are constantly letting you know what they want, how they'd like to be treated and what their needs are. This feedback is there for the taking — if you pay attention and listen carefully.
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Value is as Value Does ... Fulfill the Need
Value is a blend of tangible and intangible elements that consumers want in varying proportions from transaction to transaction. Your job is to find ways to consistently meet, exceed and sometimes anticipate those needs.
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The Value of Pouring It On
What if you were able to use the energy of really caring? What if in the workplace you could consistently create a level of quality in product and service that shouted, “We Care!” How would that change the quality of your businesses overall? What would change if every phone call, piece of mail and personal interaction revealed a deep down, from the heart sense of pride and caring?
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Turn Up the Brilliance
In order to bring out the brilliance in everyone in your organization, believe that everyone on your team is smart, creative, talented and has something to contribute. In holding open the possibility that people will shine, they usually do. People live up (or down) to our expectations of them. If we expect and empower them to be competent, creative, innovative problem solvers who create exquisite experiences for customers, they're more likely to do so.
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