Coaching and Consulting on Customer and Employee Happiness, Positive Leadership Coaching

For twenty years JoAnna has played many roles for her customers – for some she provides strategic direction and insight on creating a competitive edge by creating customer happiness. For others she helps design and kick off their customer experience initiative and inspires their employees to CARE – and Create Authentic Relationships with energy and enthusiasm.

JoAnna has helped her customers design their databases and create their Customer Romance programs. She’s worked to establish open communication between silos and departments. She’s searched and found the causes of increases in customer service costs.

JoAnna has assessed cultures and helped companies create values that reflect their employees’ values and uniqueness. She’s helped companies determine their customer service standards and their own code of behavior.

Pushing clients to get out of their comfort zones, JoAnna offers new thoughts on managing and leading the customer service function and inspiring the whole organization to get on board, since customer care is everyone’s job.

Her focus on the emotional elements of the customer experience – internally and externally – is helping companies as diverse as a medical company, a garbage company, a financial provider, a catalog company, a box company – all create more customer happiness, employee engagement , return business and a big “Return On Happiness.”

If you want to create more positive customer experiences and you are willing to learn how to “get real” in today’s customer-in-charge world give us a call to find out about how JoAnna and Company might help you.

Consultation

All consulting projects are customized to a customer’s needs. Call and let us know what your goals are and where you could use a boost in caring, consciousness or competence – we have services and products in all price ranges.

Individual Coaching

JoAnna coaches executive level leaders who want to craft a customer CARING culture and create a more Positive Leadership style.

JoAnna is a graduate of Dr. Martin Seligman’s Authentic Happiness Coaching program. Her business coaching always reflects her training and her six year affiliation with the Positive Workplace International, a group of happiness coaches committed to bringing the wisdom in Applied Positive Psychology to people in the workplace.

Group coaching

Customer Care Coach® Groups

JoAnna coaches groups of leaders in the same company for nine months to one year. She uses the Customer Care Coach® training program as the text. Monthly telephone meetings cover the topic highlights of the month. Participants spend 30 minutes a week doing the self study program and an hour a month facilitating a meeting with their team. Ideal for organizations with multiple locations and one brand of service!

This program can be done with people from different companies, providing they join as a group. Ideal for associations and other groups that have members in similar kinds of businesses. Ideal for “users” groups and customer groups as a value added service.

Learn more about group coaching

Positive Leadership Groups

JoAnna, along with Amanda Levy coaches groups of leaders (different companies or the in the same company) the principles of Positive Leadership and guides them as they put the practices in action.

A group can be formed after an on-site Positive Leadership Workshop to accelerate progress in adopting new practices.

These peer-to-peer groups are for Customer Service Managers and above in non-competitive organizations in a specific geographic area. Groups run for one year. There are four face-to-face meetings a year and eight telephone meetings. Group members work on their own strategic goals for customer loyalty and are supported by other group members.

These groups are by application only. We accept a maximum of 12 people in a group. We need a minimum of 8 people to begin a group. Ideal for Chamber of Commerce groups and others where there is a diverse group of organizations represented. If you offer to help form a group and host the meetings your admission is complimentary.

A lighter take on the Building Customer Loyalty groups these are purely telephone based. They take place once a month and can have up to 24 members in a group. Each call covers one of JoAnna’s 21 Essential Elements of building customer loyalty and is begun with a discussion of the element, brainstorming on the topic and then a declaration by each member of what they intend to do this month to build and support that element at their place of business. Calls range from 60 – 75 minutes.