“The reason we’ve hired you over and over again is because of your dedication to excellence, creativity and an overwhelming feeling that you are one of us. We’ve found a partner in you.”
Cindy MontgomerySenior Director of Operations, National Amusements (parent company of Viacom)
“The ‘We Care’ patient satisfaction program Joan Fox designed and deployed for us has clearly made a difference. We now have a system in place to support the extraordinary patient experiences we want to be known for at University of Cincinnati Physicians. The process was collaborative and the program fully customized. But the most outstanding element was the engagement of the entire organization in the approach.”
Mike SterlingDirector Human Resources UC Health University of Cincinnati Physicians
“I was very impressed with your ability to play the dual role of a keynoter and a workshop presenter. Your key note speech on the “Power of You” was exceptional…I’ve heard tremendous feedback from the participants.”
Theresa ScheubleAssociate Director, RD&E Johnson & Johnson
“Hands down, Joan Fox is the most insightful, inspiring, and engaging speaker I’ve heard in a long time. Couple that with her magnificent ability to poke around in your brain until a new thought is born, and you’ve got magic.”
John R. ArendFounder and CEO International Chemical Company
”As you always say, there is a difference between ‘getting served’ and ‘feeling served.’ And you’ve made us feel served. Thank you.”
Nancy Rhodes-MeillerSr. Mgr.Talent Development Corporate Human Resources
“You provided us with wonderfully tailored programs. Not only are you a very motivated and stimulating speaker, you accomplished our objectives, stayed on target, and held everyone’s attention.”
Jo SeipeltFederal Reserve Bank
“Thank you so much for presenting at our annual conference. Your positive energy kept us enthralled to the end. Our members made a personal connection to you and the subject matter. You truly made our conference a success.”
Kim AndersonMMGMA
“Joan’s enthusiasm, contagious smile and customer service expertise are impressive! She has a passion for her field and finds engaging and creative ways to help you achieve a culture of customer service. I highly recommend Joan as the one to help you enhance customer loyalty!”
Patricia L. McNabSr. Director Miami University Corporate & Community Institute
“Joan Fox has earned our trust. LEGENDARY SERVICE is our mantra and she keeps it alive.”
Jack AlbrechtCEO, The Perfection Group
“Joan was a key ingredient in our successful strategic initiative: Customer Delight Commitment. Thanks to Joan, we now measure our progress and ensure uniform delivery in accordance with our standards. Joan’s professionalism, expertise, and enthusiasm enabled us to not only meet our goals, but to achieve excellent results on an aggressive time schedule. As Joan’s customer, we “feel served!”
Beth L. BasilChief Operating Officer & General Counsel Harland Financial Solutions
“The seminar series with nine cities in three weeks is a challenge for any speaker, and you rose to the occasion gracefully, and enthusiastically. Your knowledge of the subject matter and ability to customize it to our audiences made the seminars both informative and entertaining. I heard wonderful things from the Regional Vice Presidents about the engagements in their locations.”
Susan CrossNational Association of Concessionaires
Contact
Eagle Inspiration | P.O. Box 42754 Cincinnati, Ohio 45242 | 513-793-9582 | info@joanfox.com | Contact Us
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Be Present; Be Powerful
/in General/by Joan FoxA customer’s experience is easily altered by the choices the service provider makes in the moment. Sometimes it’s the choice of words. Sometimes it’s the tone of voice the provider chooses. Sometimes it’s choosing to offer or not offer a resource to the customer. In any case, choosing to serve has elements to it and […]
The Customer Experience Dilemma
/in Customer Relationship Management, General/by Joan FoxThe New CX Buzz We even have a text worthy abbreviation for it now–CX as customer experience. We’ve arrived all together at the conclusion that the customer’s experience is what we want to manage. We’ve stopped talking about customer service. Improving the customer experience is the thing today. We speak about it generally as if […]
Real Customer Experience Changes are Not Easy
/in Customer Experience/by Joan FoxA new year is here and many of us are six days into executing the personal changes we’ve decided will make our lives better. There is a definite excitement about getting a fresh start, having a new day, beginning again–or whatever words you want to use to describe that feeling of renewal. And for companies, […]
Not All “Thanks” are Meaningful
/in Customer Service/by Joan FoxHeading into the seasons of giving, giving thanks and receiving is a great time to reflect on the importance of being sincere. It occurs to me that often as a customer I say “thanks” when the service provider does not. However, putting that issue aside, think about how “thank you” is typically expressed–with no feeling, […]
Taxi Driver or Ambassador? That is the question.
/in Customer Experience/by Joan FoxThe taxi driver, who took my husband and me from Logan airport to downtown Boston last weekend, did not once interrupt his loud cell phone conversation. And he took us to the wrong hotel. He was highly surprised by the amount of his tip. What comes to mind is this. Awareness is critical to service […]
Words are Too Easily Spoken
/in Customer Service/by Joan FoxEverywhere you go you hear and see the same words– Our Customers Matter, The Customer Comes First, We Love Our Customers, Service is our Number One Priority. But who cares what you say? Show me. Show me by following through on my request. Show me by being gracious when I am unhappy with your service. […]