||"Thank you for your superb performance
at the World Conference on Customer Service Management. The evaluation
forms backed up what we already knew – your lively, energized,
practical style is a sure fire winner with the audience.
Your ratings put you in the top 10% of speakers,
which though excellent at any time, is especially
pleasing when you consider you were up against the likes of Tom
Peters, Stephen Covey etc.
~ Ian Parsons, President, CSM, Inc.
|Renowned Customer Care expert, JoAnna
Brandi (AKA The Customer Care Lady), is one of today’s
most provocative speakers. Her energetic, down-to-earth style consistently
earns her rave reviews at conferences and corporate training across
the nation. Definitely a "must have" for your next event.
JoAnna Brandi is the Publisher of the Customer Care Coach®,
a weekly self study program in the "Art and Science of Exquisite
Customer Care.(sm)” She is author of three books (“Winning
at Customer Retention, 101 Ways to Keep 'em Happy, Keep 'em Loyal
and Keep 'em Coming Back", "Building Customer Loyalty
- 21 Essential Elements in ACTION" and "54 Ways to Stay
Positive in a Changing, Challenging and Sometimes Negative World")
and President of JoAnna Brandi & Company. Internationally acclaimed
authority on customer loyalty, she also studies happiness and creativity
and uses her expertise in those areas to help companies create employees
that are motivated, customers that are loyal and competitors that
are nervous. She's been in business 15 years.
What's Love Got To Do With It?
Keeping your customers and keeping them happy is essential to
sustaining a healthy business. However, building customer loyalty
is tougher than ever. How do we create the kinds of relationships
that last for a lifetime, that pay us back with feedback, positive
word of mouth, referrals and more business? Customers have two
sets of needs: business needs and emotional needs. Studies show
that loyalty is inextricably connected to how well we serve those
emotional needs. Learn how to create the kind of emotional attachment
that will keep your customers bonded to your company for a lifetime.
21 Ways to Keep 'em Happy, Keep 'em Loyal and Keep 'em
JoAnna's most popular presentation! Get your pad and pencil ready
for a workout, in this lively and energetic session where JoAnna
presents dozens of rapid fire, practical and easy ideas for setting
your company ablaze with customer consciousness! Become a "Customer-caring"
company as you learn about the "Relationship Tripod"
and the "Appreciating Cycle". Understand how to saturate
the company with the voice of the customer, how to turn Moments
of Truth into Moments of Magic.
Building Customer Loyalty: 21 Essential Elements
Customer loyalty is tougher than ever to earn - and you'd better
figure how to earn it before your competitor does. Building loyalty
requires that you understand where loyalty comes from, and then
figure out how and where you can build more of it. That's hard
because so much of customer loyalty is emotionally based. This
session, based on JoAnna's book, "Building Customer Loyalty
- 21 Essential Elements in Action" will help to de-mystify
21 of those essential emotional elements of building loyalty.
This workshop marries theory and practice and gives you easy,
inexpensive ways to focus your whole team on building customer
loyalty in your organization.
Thinking As If The Box Never Existed At All - Using creativity
to drive service innovation. We’re living in a
world of the never-satisfied customer. They’re always looking
for something that’s newer, better, faster, cheaper or easier.
The competition for the customer’s attention and loyalty
is fierce and in order to win both we’d better be able to
stand out in the crowd and create experiences worth coming back
Thinking “out of the box” isn’t enough anymore.
True innovation comes from nurturing a culture of creativity that’s
playful, passionate and performance driven. Ideas are a product
you must be creating daily to fuel the kinds of new, better, innovative
service solutions that will capture customers hearts, minds and
wallets. In this lively and imaginative session, learn how to
nourish a “How can we create more value?” culture
that will give you a sharp competitive edge.
Leadership for a New Century
Do customer-focused companies manage differently? You bet they
do! They see and encourage leadership qualities in people at all
levels of the organization. In this inspirational speech learn
the seven secrets of successful leaders in the next century.
Dare to CARE(sm)
There’s a difference between customer service and Customer
CARE and you’d better know what that is if you want to get
beyond customer satisfaction and create customer loyalty. Turn
Moments of Truth into Moments of Magic when you unleash the power
of CARING in your organization!
All of JoAnna's Keynotes can also be delivered as 90 minute,
2 hour and 3 hour programs
39 Ways to Keep 'Em Happy, Keep 'Em Loyal & Keep
'Em Coming Back
A longer and more robust version of JoAnna’s most popular
Creating and Adding Value to the Customer Experience
The Rx for enhancing your customer's experience with your company
A real back-to-basics strategy for delighting customers at all
seven levels in the hierarchy of need.
Romancing the Customer
Relationship management is a process. Learn how you can use it
to build, maintain and sustain long-term relationships with your
prospects and customers.
Dare to Care!
Building better customer relationships (inside and outside the
company) is everybody's business. This half-day program stresses
the importance of each person in the "value chain" of
service delivery. Not just for front-line people, this upbeat
session is informational and inspirational for everyone in your
organization. Learn how a positive can-do workforce can turbo-charge
your customer relations.
Happy Employees = Happy Customers
There's a big "Return on Happiness" in business. Happiness
isn't just some vague warm fuzzy state of being: it's a physical
state of the human brain, one that delivers, health, psychological
resilience, better immune function, reduced risk of cardiovascular
disease, diabetes, pulmonary disease and hypertension. Research
now shows that optimists live 8-9 years longer than pessimists.
Join JoAnna Brandi author of "54 Ways to Stay Positive in
a Changing, Challenging and Sometimes Negative World" and
discover the latest scientific research on the beneficial effects
of experiencing positive emotion in your
The Inner Game of Customer Care (One and two
day versions available)
Peak performance service providers in today's fast-paced environment
have a strong "inner game." Just like star athletes,
they use mental skills as well as communication skills to perfect
their relationships and prepare for the challenges of ever-changing
customers. Find out what the "inner game" is and how
you can play it to WIN.
Managing to THRIVE™ (One and two day versions
Old models of management won't work in this world of constant
change. Learn what management and leadership means in a customer-focused
environment and how to change your belief systems to become a
21st century leader.
their word for it... JoAnna Brandi is an energetic,
enthusiastic and downright inspiring speaker.
level... JoAnna knows how to share information with the audience that
they actually can go back and use."
~ Cinda Daly, Program Director, HDI/Think Service
"Best full day seminar I ever attended"
~ Marti Greenberg, Quick International Courier
"Great presenter - her energy is better than a second cup
~ Susan Warm, MC Cash Fitness
"Thank you for your superb performance at the World Conference
on Customer Service Management. The evaluation forms backed up what
we already knew - your lively, energized, practical style is a sure
fire winner with the audience. Your ratings put you in the top 10%
of speakers, which though excellent at any time, is especially pleasing
when you consider you were up against the likes of Tom Peters, Stephen
Covey etc. Well done!"
~ Ian Parsons, President, CSM, Inc.
"You were the star of the show! Over 1,000 customer service
professionals rated you the #1 speaker, congratulations! The conference
was a wonderful success and a lot of the credit goes to you!"
~ Kevin Gilligan, Inc. Magazine, Business Resources Conference Producer
"She keeps you on the edge of your seats she pumps you
up, hits problems on the head. If you go away without ideas for
your company, you should not be in business."
~ Don Cook, Yankee Equipment
"Wonderful! Every company - every manager - needs this
course. JoAnna is superb!"
~ Lucy Taylor Exide Electronics
"It recharged my core beliefs, I needed a jolt of caring.
Thank you! I enjoyed your energy"
~ Jim Keding
|"JoAnna put the excitement into taking care
of our customers."
~ Chris Cotnoir, Financial Times
"I've attended many seminars and workshops lately on a
variety of topics. This was by far the most innovative, useful,
and beneficial. Thanks!"
~ Cerise Seay, Hancock Information Group
"You were wonderful! Thanks so much for the inspiration!
It was exactly what I needed to add challenge and excitement back
to my business. One of the top presentations I've ever seen!"
~ Sam Cutting IV, Dakin Farm
"Hats off to you lady! You were a smashing success! I
have heard so many positive comments about your seminar, our volunteers
and staff are more energized to return to their work of service
as a result of this conference."
~ Theresa Weber, Director of Training Programs, Make-A-Wish Foundation
"Your energy, enthusiasm and commitment will long be remembered.
Thanks for an unforgettable two days and for making such a positive
and meaningful difference in our organization."
~ David Blumenthal, Flash Creative Management
"Great ideas that I can implement my first day back to
~ Bonnie Tellone, Bartizan Group
~ Aaron Vang, Benchmark Computer Learning
"Inspiring, informative, and downright fun."
~ Dena Stephenson, Calhoun Community College