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Barbara is very unique in her ability to connect emotionally with her audience. Her use of story telling, personal research, and real life examples will inspire you to make a meaningful difference in the lives of those around you.

Tom Heetderks, Director, People Development, Kentucky Fried Chicken/Yum Brands

Testimonials

Barbara has become an integrated and important member of APAC's internal communications team. Services that she has provided include training, facilitating, counseling, and spirit building. Barbara has assisted our company by showing us how to improve our communications and customer relations skills. However, she also continues to follow up to ensure that we know how to put her ideas and thoughts into action.

Karen Roe, APAC TeleServices

Books and Products from Barbara Glanz

Currently out of print

Building Customer Loyalty How YOU Can Help Keep Customers Returning. McGraw-Hill: 1994. This book is the best selling book in the Business Skills Express series. It is written in an interactive workbook format for frontline through middle management on how to apply the research on customer loyalty to their own jobs. It has sold thousands of copies because organizations are finding it a valuable resource to use for all employees. Some of the chapters are: "Core Service and Customer Service;" "Customer Loyalty in Action;" "Acquisition vs. Retention;" "Complaints Can Add to Loyalty;" and "Creating Customer Loyalty: Your Role."