Customer Service Training, Tips, Articles & Videos with Myra Golden
Myra Golden’s Videos and Slides from Zappos Presentation at Contact Center Expo
Leave a Comment
I had a ball at the Contact Center Expo where I presented “Inside the Zappos Contact Center” to a packed house. I met amazing professionals who are serious about delivering the very best customer experience in their organizations.
I crafted and presented my session with these goals: To inspire organizations to make customer service their number one priority (not just talk about it, but be about it) and to create the very best customer experience by positioning people, policies and processes to give customers the level of service they expect and deserve…and to even surpass customer expectations.
The best example of an outstanding customer experience that I’m aware of is Zappos. In my presentation, I took my audience inside the Zappos Contact Center to meet some of the amazing people behind the Zappos Customer Experience. We looked at the Zappos’ core values, fun culture, and the company’s commitment to WOWing customers at every touch point.
You can experience the Zappos presentation by taking a look at my slides from the event.
I’ve had numerous requests to post the videos from my “Inside the Zappos Contact Center” presentation at the Contact Center Expo. I’m happy to do that. Below are the videos I featured.
Holiday Helpers
This video shows the fierce commitment to giving customers the very best experience and the spirit of cooperation of employees that makes the amazing customer experience possible.
What WOW Means to Zappos Employees
I stressed to my audience that WOW couldn’t be just a buzz word or flavor of the month, it had to be a real and consistent commitment. This video shows what WOW means to Zappos employees.
Core Value of the Month Award
Zappos takes very good care of its employees. This award “ceremony” is the perfect example of that.
For help with creating the very best customer experience within your organization, check out my customer service keynote speaking and consulting offerings at http://www.MyraGolden.com.
Inside the Zappos Contact Center
Leave a Comment
On Wednesday, March 23, 2011, I will be speaking at the Contact Center Expo in Nashville. I’m very excited about my presentation because I will be giving an in-depth profile of a company that I personally love; a company literally famous for customer service: Zappos. I have studied the Zappos service culture and contact center for more than two years and I’ve isolated the 5 keys that have made Zappos one of the most envied service companies in the world.
- Key 1: Live and Deliver WOW
- Key 2: Focus on the Customer Experience as the #1 Priority
- Key 3: Make Emotional Connections with Customers
- Key 4: Treat Employees Very Well
- Key 5: Surprise and Delight
For the reference of my attendees and for sharing with my readers, I am posting the slides from my “Inside the Zappos Contact Center.” Learn. Enjoy. Share.
Zappos Only Hires People Who Are Passionate About Customer Service
Leave a Comment
Zappos is about the very best customer service and that starts with hiring the very best people. Watch this interview as Zappos CEO, Tony Hsieh talks about the Zappos Customer Service Culture.
I work with companies that are serious about delighting and keeping customers. My blog includes thoughts, articles, videos, and even rants about customer service. Thanks for stopping by. :)
Visitor Comments
 | jessica on Sticks and Stones May Break My… |
 | myragolden on Sticks and Stones May Break My… |
 | Lillian Watts-Ray on Sticks and Stones May Break My… |
| myragolden on Sticks and Stones May Break My… |
 | Linda Jones on Sticks and Stones May Break My… |
