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Going Beyond Satisfaction to Delight
Meeting Customers' Needs by Meeting Your Own
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JoAnna Brandi is President of Working Relationships/Integrated Marketing Systems. She began her career in relationship marketing seventeen years ago when she joined CMP Publications, Inc., a major trade publisher. Her first position was as a general manager of a subsidiary mail order company, Technology Trends. From there she went on to develop the multi-million dollar Direct Marketing Services profit center. In an "intrapreneurial" environment, Ms. Brandi built the first CMP mail list database and the company's first on-line customer care system. She and her staff of list professionals were well known throughout the Direct Marketing industry for their exceptional customer service and expertise in the high technology arena. Ms. Brandi was instrumental in the founding of the on-site day care center at CMP. In 1989 she left CMP to form Integrated Marketing Systems, Inc.
Ms. Brandi has spoken for many industry groups such as the American Marketing Association, the Direct Marketing Association, the Business-to-Business Council, the American Telemarketing Association, the National Center for Database Marketing, Direct Marketing to Business, Inc. Magazine Conference on Customer Strategy, Inc. on Growing the Company, the SUNY Entrepreneurial Center, NY Metropolitan Club Association, Salon Success, and the Specialty Advertisers Association International. She frequently speaks at private user conferences and corporate functions. She has been a regular columnist for many trade journals and has had numerous articles published in journals such as Direct, Database Advisor, Impact Advertising, and DM News. Her work in customer care has been cited in The Libey Letter, The Van Vechten Report, Direct, The Retail Advantage, The Competitive Advantage, and Communications Briefings to name a few, and is frequently interviewed for magazines such as Inc. and Entrepreneur.
Ms. Brandi has developed seminars on Customer Care, Teamwork, Customer Focused Vision and Culture. She publishes a semi-annual newsletter, "Dare to Care" (formerly "A Different Angle...on Customer Care") and a newsbrief, the "Customer Care Bulletin." She is a senior fellow of the International Society for Strategic Marketing. In her consulting practice, Ms. Brandi deals with a diverse group of clients including publishers, retail establishments and distributors, including Mita Copiers, Quick International Courier, The Daily Racing Form, P&O Containers, Lakewood Publications, Motorola/Codex, Citibank, Rising Tide, K-III Press, MacLine, Results Media, Entertainment Publications, Institutional Investor, Meredith Corp., Perle Systems, Inc., IBM Boatman's Bank, Bank One, Inc. for MCI and American Student Travel among others.
She is currently working on books about customer and employee relationships, and a series entitled, Winning by the Numbers. The first, Winning at Customer Retention, 101 Ways to Keep 'em Happy, Keep 'em Loyal, and Keep 'em Coming Back was published by Lakewood Publications in 1995.
Charter Senior Fellow, The International Society for Strategic
Senior Fellow, The North American Society for Strategic Marketing
Rated #1 Speaker by participants at the Inc. Magazine Conference on Customer Service Strategies 1996