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About Us JoAnna Brandi & Company, Customer Retention and Loyalty has been in business since 1990. We are committed to help create Customer-caring companies that THRIVE! Where the Employees are motivated, the Customers loyal and the Competitors nervous. Through the years we responded to the needs of our clients, developing programs they needed to more effectively grow their businesses. We helped them enhance and enrich the relationships with their customers, their employees and themselves. In fact, we believe it is the interaction of these three sets of relationships that forms a working relationship "tripod" that either supports the balanced growth of a company or throws it off balance into a less than optimal state. We helped by facilitating the creation of new company values and cultures so our clients could develop and sustain a "20/20 Customer Focus." As we at JoAnna Brandi &Company expanded our vision, we drew in other expertise as needed: a research company to advise and co-develop our customer satisfaction and employee studies; a change management specialist to assist with organizational development issues; an operations specialist to optimize work process in customer service, a database implementation company to support customer care with useful technology; and even experts on wellness and stress management to help our clients and their employees deal with challenges of today's business world and remain happy, healthy and positive. We create strategic alliances with like-minded consultants, and thus have been able to provide our clients with a broader base of services to support their goals for creating customer and employee loyalty. JoAnna is a sought after and skilled public speaker. Her energetic and enthusiastic style comes from her passion for her topic as well as her passion for people. Comments such as "Engaging! Outstanding! Great sense of humor! Down to earth approach! Absolutely terrific! Very high energy! Very inspiring! Kept me entertained!" show up on all her session evaluations. "She's a keeper!" said one attendee. JoAnna 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 an illustrated gift book, "54 Ways to Stay Positive in a Changing, Challenging and Sometimes Negative World." She has been writing newsletters since 1984 and for the past 5 years has been writing the "Customer Care Lady's Email Tip." At JoAnna Brandi & Company we believe that customer attrition is an energy drain on business, and that most companies have inadequate information and training to stop the loss. We believe customer retention "programs" work just fine for a while. But, if customer focus, a people oriented focus, is instilled at the cultural level of the organization, along with a curiosity, an open-mindedness, and a deep desire to continue learning and changing, customer retention is sustainable over time (and evolves into loyalty) and every person in the organization is focused on it and is empowered to improve it. Currently JoAnna Brandi & Company is exploring new ways to get the message of Customer-caring to a larger audience. Over the years JoAnna has developed a body of work she calls "The Art and Science of Exquisite Customer Care.sm" That work has now been transformed into a curriculum based training program that coaches, inspires and motivates Customer Service Managers all over the world. JoAnna Brandi's Customer Care Coach® is now available to businesses of all sizes. It is, however, focused on the needs of smaller and mid-size businesses. According to JoAnna "These are the businesses of the future. If these companies can master the art and science of customer caring, and as a result, grow, they will have more impact than all of the Fortune 500 combined. We need to instill a "customer consciousness" in this country -- and what better place to do it -- in the companies that have the most to gain, small and mid-size companies! When we pay attention to the whole customer -- their emotional needs as well as their business needs -- we are more likely to build relationship with them, and in doing so create better places to work. Relationship mastery is a worthy goal. Profits will follow when we pay attention to the things that really matter -- people!" When we shift our focus from managing risk to managing relationship, we will enter a new realm of business - a highly profitable one. Right now at JoAnna Brandi & Company, focusing its efforts on the Customer Care Coach consists of the following cast of characters: Prior to starting her own company in 1990 JoAnna spent 12 years as Director of Direct Marketing at CMP Media in NY. We are still available for speaking engagements, training programs, consulting and group facilitation. JoAnna is constantly building her network of "like minded" professionals and if she is not available, can recommend someone who can work with groups of all kinds. If you are interested in knowing more about JoAnna and her accomplishments you can check out our original website www.customerretention.com
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A Gold Medal for FUN Doing More With Less Erosion 
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