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.
Retail Rambles
The Lighter Side of Shipping?
Feb 1, 2012Postage rate increases have gone into effect; consumers want — scratch that — expect free shipping; and don't forget about...
Return on Inventory
How Inventory Planning Supports Marketing Decisions
Jan 27, 2012Many smaller retailers simply don’t believe that improvements in inventory planning will provide enough incremental profit gain for a company...
Shipping Insights
Parcel Rate Increases for 2012
Dec 19, 2011UPS has announced 6.9 percent air increases, partially offset by a 2 percent fuel surcharge reduction. It's also announced a...
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...
Retail Rants & Raves
What I Learned at NRF 2012
Jan 20, 2012The National Retail Federation's Annual Convention & Expo (aka Retail's BIG Show) in New York City wrapped up this past...
Return on Intelligence
The New CompUSA Rights a Wrong
Mar 16, 2011Two weeks ago in my blog, I totally skewered CompUSA and its warranty company (found out it's Assurant Solutions)...
A Little Customer Romance Goes a Long Way
It’s the time of year when everyone’s thinking about romance. But did you ever think about how much romance is involved in building and sustaining customer relationships? I have.
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The Season to be Jolly
I was away last week teaching positive communication. Twice while walking through the lobby of the hotel, people stopped me to say, "You have a great smile." The same thing happened in the airport. Hmmm.
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The Season of Thanks and Giving
It’s a nice time of the year. Despite the hustle and bustle — and for retailers, the craziness and the opportunity to "get in the black" — there's a warmness, a softness and a kindness that wants to express itself. Yes, I know that sounds mushy, but bear with me.
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Making it Easy to Talk to Customers
Times like these present great opportunities to talk to customers, to delve deep into understanding who they are, what they really need and why you might be a good choice for them. This isn't the time to abandon the customers who got you where you are today, but to build those relationships even bigger with understanding and the sharing of ideas.
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7 Things All Customer Service Reps Must Know
The first full week in October is National Customer Service Week in the U.S. Companies of all kinds have been honoring their employees and customers in fun ways with food and games and a little extra dose of customer consciousness.
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