Are You Getting the Sixty Percent Advantage?
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JoAnna Brandi
JoAnna Brandi is the Publisher of the Customer Care Coach leadership program. She is the 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. JoAnna is an accomplished public speaker and a contributing author to numerous business publications. Her work in customer loyalty has been cited in Fortune Magazine, Sales and Marketing Magazine, The Executive Report on Customer Retention, US Banker, the Retail Advantage, The Kiplinger Letter, The Competitive Advantage and dozens of others. You can subscribe to her bi-weekly Customer Care Tip for free and find more of her work http://www.customercarecoach.com and her new blog By JoAnna Brandi
Published on 07/1/2011
Companies that use the customer experience as a competitive advantage have leaders that put their focus on creating a great place to work as much as (if not more than) creating a great product or service at a great price. They know that an engaged and happy workforce is a prerequisite to having engaged and happy customers. But you knew that, didn't you? So what are you doing about it?