Myra Golden Anniversary Sales Event
I am celebrating 12 years in the customer service training business with Myra Golden Seminars, LLC and I’m inviting you to celebrate with me!
June 11th – June 28th.
An unprecedented 40% off all eLearning, Training Kits, Webinars, Webinar Annual Membership, Full-Access, Classroom Training and Keynotes.
Use coupon code: BPOT0630
Prices go up June 29th.
customer experience keynote speaker, Library Customer Experience, Library Customer Experience Keynote Speaker, Medical Library Customer Experience, Myra Golden, myra golden keynote speaker, OU, OU Medical Library, OU Schusterman Library, University of Oklahoma
This morning I had the wonderful privilege of speaking at the OU Schusterman Library Annual Retreat. I just love the spirit of the librarians I met today. They communicated with each other and with me with genuineness and a respect that was so very refreshing! They already deliver a really amazing customer experience to their students, but they are working to take that amazing customer experience to phenomenal levels. I have no doubt they will achieve their service goals.
For the benefit of my wonderful client and for you, I am presenting my slides from my presentation right here: Myra Golden OU Library Slide Deck. Enjoy. Learn. Share.
Today’s keynote for Consumers’ Choice Awards was a big hit! I was able to meet and visit with the absolute best service providers in the Dallas Metroplex. I met some pretty amazing service champions from Ritz-Carlton, Huffines Hyundai, Phillips Painting, ImagePro, Total Roofing and more.
Here I am posing with Jeff Chernoff, President of Consumer Choice Awards.
After my keynote, I signed nearly 50 books!
When I got back to Tulsa, I got these emails that let me know I met and exceeded my client’s expectations.
Did you miss my slides from this event? Get them right here.
Myra Golden has spent 15 years benchmarking, interviewing and mystery shopping the best service companies in the world and in her keynotes she shares her insights to help her clients improve their own customer experiences. In her inspiring and riveting keynotes, Myra shares specific customer experience design details from the best service companies of our time: Apple, Zappos.com, Starbucks and Disney. Your audience will walk away with 4 powerful deliverables to help them create the best possible customer experience in their own companies. Explore Myra’s keynotes here.
Every website will experience server errors from time to time. Flickr.com found a creative way to announce their error with this image. A great and interesting photograph with a message is just perfect for a photo-sharing website. The image is so intriguing and the message so fun, that it’s hard for users to feel frustrated or impatient with the problem.
How might you make your customers’ experience a little more unique by customizing your website error pages? Here’s how we do it at MyraGolden.com.
I’m sitting in my hotel room doing a run-through of my keynote for the Consumer’s Choice Awards Breakfast that is being held in Dallas, TX. I’m really excited about this keynote because I will be speaking to the best companies that have been recognized for delivering the very best customer experiences. I’m usually brought into an organization to fix a problem, but for this event, I am present to inspire the best to keep moving steadily in the direction they’re already going. I am honored to be a part of this celebration,
As with every conference event, I am sharing my keynote slide deck right here for my audience and for you, my blog readers. Enjoy. Learn. Share. Myra Golden CCA Slide Deck
Top benefits of Myra’s keynotes:
- Enhanced corporate reputation in eyes of consumers as you become an organization obsessed with not letting a customer walk away (or hang up) unhappy.
- Bring a sense of urgency and excitement to improving your complaint response strategy.
- Leading-edge ideas for using social media to find and respond to gripes about your brand.
- Proven systems for building a customer recovery strategy that regains customer goodwill and keeps customers from defecting to the competition.
Perfect for these audiences:
- Annual conferences and conventions, in-house training sessions and panels (as a moderator or panelist).
- Leaders, including supervisors, managers, directors, heads of consumer affairs and marketing directors who want to retain more customers, rethink complaint handling processes, shape a customer service culture, leverage social media for customer service, and maximize customer service for PR.
- Contact Center staff, including agents, supervisors and managers who want to improve their ability to deal with difficult customers, use social media for customer service, and improve the overall customer experience.
Learn more at www.MyraGolden.com
Yesterday I had to reach out to Amazon.com for customer support for my daughter’s Kindle Fire. I chose Chat for my support and I’m so glad I did, because I received refreshingly great service that made me say, “Now that’s Beyond WOW!”
Click the image to see my chat conversation
6 things impressed me and made me say “WOW!”
1. It was a holiday (Memorial Day) and the Chat representatives were working. This was super convenient for me as a consumer on my day off.
2. The Representative, Adrian, said, “Before we get started, how are you today Myra?” What a nice and warm touch! Right off the bat, I knew I was dealing with a thinking and empowered person and not a person simply following a script. Asking me how I was doing allowed Adrian to establish rapport with me and it set the tone for a positive interaction. Not only did Adrian ask how I was doing, but when I replied that I was doing well, he said, “I’m really glad to hear you’re doing really well.” That’s Beyond WOW!
3. The transaction moved quickly because Adrian was knowledgeable. Adrian quickly identified my problem, he asked relevant questions and there was very little delay between my answers and his next question or statement. So often customers are frustrated with Chat customer service because Representatives take a very long time to reply.
4. He wrote in a casual, conversational tone. When Adrian determined the root problem, he said, “Well Myra, it looks like the device needs to be replaced.” His casual and friendly tone helped him continue the rapport he established in the first few seconds and it helped him to build trust with me. The entire chat interaction featured a warm, casual and friendly tone.
5. Adrian gave me options and time to consider my options. My daughter’s Kindle Fire is no longer under warranty, but Adrian quickly gave me options and he even sent those options to me via email. There was no rush to make a decision, he assured me.
6. I got up from my computer feeling enriched. Yes, enriched. One of my goals for every keynote I deliver and every training session I host is to enrich the lives of my audience members. I want to add value to people’s lives. I want to inspire them, give them concrete tools they can use. I want my audience to be better and their organizations to be better because of their time with me. Adrian gave me the feeling I want my clients to feel. I felt blessed to have experienced such good and refreshing service from him. I felt inspired to work harder at creating rapport with my clients. I also felt inspired to share my reaction to Adrian with my blog readers. I literally got up from my computer feeling enriched.
I hope my experience with Amazon.com chat inspires you. Take a close look at transcripts from your chat customer service interactions. Do they sound robotic or rote? Would anyone walk away from a chat with your employees and say, “Now that’s Beyond WOW”? If your current chat customer experience isn’t as fast, friendly and convenient as it possibly can be, you have an opportunity to make it better. Commit to taking one step within the next 21 days to make your chat customer experience the best it possibly can be.
Beyond WOW! – Book
(ISBN 0-9718010-3-7) deploying more that 50 immediate customer retention and growth tactics. Plus, learn to convert angry customers into life-long advocates. View details
This morning I was going through a junk drawer in my kitchen and I came across the “Easy” button from the Staples advertising campaign, “That was easy.” I remember being in Staples nearly 10 years ago and my daughter kept pressing the Easy button at the register. She was quite amused with the simple button, relating it to the commercials she had seen. So I bought the Easy button for her. Not surprisingly, the novelty quickly wore off and the Easy button has probably been stashed in our junk drawer for years.
My first meeting of the day was with a client who is trying to create the best possible customer experience for her clients. As we talked, I thought about the “Easy” button that I had come across a couple hours earlier. I told my client that we need to step back and ask ourselves, what do we need to do differently, better, faster, smoother or more refreshingly, so that your customers hang up thinking, “that was easy!”
The idea of making the customer experience quick, painless and easy is one that I think most companies can benefit from immediately. Ask yourself (or better yet, get your team together and brainstorm with them), what do we need to do differently or better to have our customers walk away or hang-up thinking, “That was easy.” Brainstorm. Plan. Implement. Blow them away!
I also did a quick video on my iPhone about the “Easy Customer Experience”.
P.S. I decided to transfer my Easy button from my kitchen drawer to my armoire of presentation props. I envision taking the Easy button to a presentation, pressing it, and building a point for finding ways to make the customer experience truly easier.
Today I am returning to the annual Muskogee Success Expo for 2 exciting presentations. This year’s expo is dedicated solely to helping small businesses in the Muskogee area deliver the best possible customer experience. My first presentation is, “The Telephone Experience.” In this presentation, I will give business owners powerful strategies they can take back to their businesses to dramatically improve the level of service they deliver over the phone. My afternoon session is, “The Reality of Customer Service.” I was asked to challenge business owners to think about what levels of service they find acceptable and then to inspire them to raise the bar and keep pushing to raise the bar even higher. My handouts for both events are below. Enjoy. Learn. Share.
My keynote in Muskogee was in an old movie theatre. The theatre had a cool, retro vibe.
Session 1: The Telephone Experience
Session 2: The Reality of Customer Service
Top benefits of Myra’s keynotes:
▪ Enhanced corporate reputation in eyes of consumers as you become an organization obsessed with not letting a customer walk away (or hang up) unhappy.
▪ Bring a sense of urgency and excitement to improving your complaint response strategy.
▪ Leading-edge ideas for using social media to find and respond to gripes about your brand.
▪ Proven systems for building a customer recovery strategy that regains customer goodwill and keeps customers from defecting to the competition.
Perfect for these audiences:
▪ Annual conferences and conventions, in-house training sessions and panels (as a moderator or panelist).
▪ Leaders, including supervisors, managers, directors, heads of consumer affairs and marketing directors who want to retain more customers, rethink complaint handling processes, shape a customer service culture, leverage social media for customer service, and maximize customer service for PR.
▪ Contact Center staff, including agents, supervisors and managers who want to improve their ability to deal with difficult customers, use social media for customer service, and improve the overall customer experience.
Learn more at www.MyraGolden.com
One of the things I help my clients do is find innovative and relevant ways to improve the customer experience through self-service options. I always notice when a company delivers a great self-service option that customers find appealing. Last week during a business trip to San Francisco, I experienced a top-notch self-service option that I just have to share with you.
When I checked emails on my iPhone during my layover in Phoenix, I saw an email from Hyatt inviting me to check-in to my room via the web. All I had to do was click “Web Check-In” and type in a few details. The web check-in page told me that I’d get an email when my room was ready. By the time I touched down in San Francisco, I had an email with my check-in confirmation and room number. Upon arrival, all I had to do was hold my smartphone up to the kiosk and scan my barcode and I was all set to go up to my room….and relax before my big keynote.
This email was such a welcome message in my inbox. I got my room number, directions to my room and easy barcode scan instructions.
The Hyatt web check-in was super convenient, quick and easy. For a busy business traveler like me, this convenience was very refreshing and welcome. Not only is this great for customers, but it makes things easier for Hyatt by minimizing lines and manpower at the front desk.
Consider one busy and potentially frustrating part of your customer experience and brainstorm ways you might introduce a relevant self-service option. Self-service options aren’t always the best solutions, but I always encourage my clients to brainstorm and explore. You never know when you’ll hit a goldmine. Think ATMS, airport kiosks, tollbooth passes….