Myra Golden’s Slide Deck from Foodliner, Inc. Keynote

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Customer Experience Speaker, Customer Service Training, Empathy, Empathy in Business, How to Convey Empathy, Myra Golden, Myra Golden Keynote Slides, true empathy

In a couple of hours I will be delivering a very special keynote entitled the Empathy Experience for a new client. I am excited about this keynote because I truly believe empathy is a fundamental business skill. Empathy helps us establish trust and credibility. It helps us get more done through people. It makes us more likable. Empathy creates a workplace of high trust and high morale.

I am just over-the-moon excited about helping my new client cultivate a culture of true empathy. Many of you know I teach through stories. My client today will get rich stories that lay a foundation for empathy and they’ll walk away with 4 keys for cultivating empathy. At the end of my keynote, each participant will set 3 goals for going forward. I can’t wait!  As always, I am posting my slides from today’s keynote for the reference of my client and for the education of my blog readers. Enjoy!

It seems like all I’ve done lately is post slides from keynotes! I’ve had 3 keynotes this week and I’m feeling like a real road warrior. But  next week I’m in town all week and I’ll get back to sharing customer experience value posts.

Just click here to view or download my slides from this keynote.

Related: 

My Keynote Speaking Topics

How I Build a Keynote Presentation

What a Myra Golden Training is Like

Ways I Engage My Audiences

Never Be Boring: 5 Ways to Never Be Boring as a Keynote Speaker

Are you a corporate trainer who is looking for customer service training to deliver to your team?

Rachael Ray Tries to Stump a Zappos Rep

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Call Control Tips, Call Control Training, Contact Center Agent Training, Contact Center Training, Customer Service Training, Long-winded caller, Myra Golden, Rachael Ray, Rachael Ray calls Zappos, Zappos, Zappos difficult customer

Word on the street is there is no stumping a Zappos Customer Service Representative. Rachael Ray decided to test that out. Rachael Ray is the infamous long-winded caller nobody likes to get. Watch how the Zappos  Representative handles this “challenging” customer.

Would you have handled Rachael with such poise, openness and professionalism? If not, I need to work with you (and maybe your entire team) for some exciting customer service training. You can check out my customer service training solutions right here.

Related posts:

Polite Ways to Get Long-winded Callers to Cut to the Chase

My Keynote at the 2012 Contact Center Association Conference

Videos from My Zappos Presentation to ICCA

Zappos Clever Marketing at Airports

Do you want parrots or people in your contact center?

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call center customer experience, call center scripts, contact center customer experience, customer experience keynote speaker, Customer Loyalty Keynote Speaker, Customer Service Keynote Speaker, Customer Service Training, Employee Empowerment, Myra Golden, Myra Golden Photography, no call center scripts

Do you want parrots or people in your contact center?, a photo by Myra Golden on Flickr.

Last October, after I delivered a wonderfully-received keynote in Orlando, I grabbed my camera bag, slipped out of the conference center and visited Disney’s Animal Kingdom. I’d never been to Animal Kingdom without my family and I was looking forward to just being able to walk around and take photos without the stress of searching for attractions or snacks. The very first photo I took upon arriving at the park was of two parrots.

The parrots were vibrantly colored to the point of taking my breath away. Parrots are not only stunningly beautiful, but they are among the most intelligent of birds. Their ability to mimic human speech surprises and delights children and adults alike. My keynote that morning focused on giving contact center agents the training, support, freedom and empowerment to make “emotional connections” with customers. As I shot photos of the parrots in Animal Kingdom, I thought about how often contact center agents are groomed to be parrots, instead of being intelligent human beings.

Contact Center Agents are often carefully trained with scripts that sedulously echo the company’s pre-planned words. They end up sounding robotic, cold, and not always intelligent. Making emotional connections with customers is nearly impossible when agents use scripts. As beautiful as parrots are, we don’t want our employees to be parrots. Give your employees the freedom, support, and incentive to veer away from scripts. Encourage them to use their own intelligence, creativity, and energy to connect with customers. Encourage them to comment on things they hear. Hearing a barking dog in the background could spark a few seconds of small talk for the dog-loving agent. Maybe they could talk about plans the customer has for the 4th of July. Making emotional connections puts customers at ease and it makes the service experience unique and memorable.

Don’t make your employees sedulously echo the words of a script. They aren’t parrots. They are people with energy, creativity, and intelligence. Set them free and I’ll bet your customer experience will burst forth like the vibrant color of tropical parrots.

Interested in working with me to improve your customer experience? We need to talk. Visit my website and take a look around. Then call my Assistant, Jamal, and we’ll see if I’m a good fit for you.

Related:

How I Build a Keynote Presentation

My Keynote at Lambeau Field in Green Bay on “Super Bowl Customer Experience”

Aubrey at Starbucks Impressed Me This Morning

What a Myra Golden Training is Like

My Keynote at the 2012 Contact Center Association Conference

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Contact Center Agent Training, Contact Center Association Conference, customer experience keynote speaker, Customer Loyalty Speaker, Customer Service Keynote Speaker, Myra Golden, Myra Golden Keynote, Myra Golden Zappos Keynote, Zappos Customer Experience

For Zappos it’s all about delivering WOW. This presentation delivers powerful insights into the unique ways Zappos approaches screening and hiring, quality monitoring, social customer service, and making emotional connections with customers – all with the single goal of consistently delivering a WOW customer experience.

In this keynote I share the 5 keys Contact Center Managers and frontline employees can adopt and apply to create an engaging and unforgettable customer experience. (Live and Deliver WOW, Customer Experience as the #1 Priority, Make Emotional Connections with Customers, the Speed of Light, Treat Employees Very Well). Plus, discover how Zappos is able to WOW customers with no call scripts and no talk time targets and learn why Zappos pays employees $2,000 to quit. Enjoy!

Want to have Myra speak at your meeting? Learn how at MyraGolden.com

Zappos Clever Marketing at Airports

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Small Business Marketing, Zappos, Zappos Airport Se, Zappos Airport Security Bins, Zappos Marketing, Zappos Markets in Airport Security Bins

I have traveled throughout North America speaking at conferences and conventions about the Zappos Customer Experience. From the perspective of both a consumer and a consultant, I am a fan of Zappos. I’ve spent 3 years studying their culture and I now share my insights with my clients. But do you know how I first heard of Zappos? At the airport. Yes, the airport.

At my local airport, all of the plastic bins in security are adorned with advertising from Zappos. Pretty clever for a shoe company to advertise in those security bins since we all have to take our shoes off in security. I’ve seen Zappos advertising in airports throughout the US and I always smile when I see their name in the bins. Not only is Zappos in front of potential customers, but they add a little humor too. Read the advertising in the above picture.

Think about how you might cleverly position your brand in front of your audience. Think out of the box.  For example, how might you engage your audience with humor, an invitation to visit your site via a QR Code, or with a question?

Slides and Videos from my Keynote at Contact Center Association

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customer experience keynote, customer experience keynote speaker, customer service keynote, Customer Service Keynote Speaker, Customer Service Training, improve customer experience, Myra Golden, Myra Golden Keynote, Zappos Customer Experience, Zappos keynote

In a couple of hours I’ll be on a plane to Orlando. I’m headed off to speak at the Contact Center Association conference to present my Zappos keynote. For the reference of my attendees, I am posting a copy of my slide deck here. Additionally, I’m sharing with my participants 3 videos from inside the Zappos contact center.

Enjoy!

Click here for your copy of the handouts

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’ll stress  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.

Videos from My Zappos Presentation to ICCA

Tags

ICCA, International Contact Center Association, Myra Golden, Myra Golden Customer Service Keynote Speaker, Myra Golden Keynote, Zappos Customer Experience

Yesterday I presented “Inside the Zappos Contact Center” for one of my favorite clients, International Contact Center Association (ICCA).

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.

I promised my attendees I’d post the videos from my “Inside the Zappos Contact Center” the original presentation.  Below you will find those videos.

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.

2012 Customer Service Webinar Schedule Just Announced

Tags

Customer Satisfaction Surveys, Customer Service, Customer service culture, Customer Service Training

Immediately improve your customer experience and build brand value with Myra’s high-impact webinar series

All webinars are recorded and you can purchase the digital recording of past webinars. Access to webinar recordings never expires and you can share the video freely within your organization. Pretty sweet deal, huh?

View our 2012 Customer Service webinar series

“I really do love your webinars, Myra. They are very well done and extremely beneficial. I always find little helpful hints in your information.”

Kristy L. Bolen 
Project Manager 
Carlson Hotels Worldwide

“I just viewed the replay of the webinar you did not long ago with citrix online and I was so enlighten and amazed to hear such outstanding information. I am a marketer and I knew surface level some of the information you shared but you went deep and took it to another level of understanding for me, the light bulbs of ideas and solutions have been bombarding my mind ever since. I simply desired to say thank you.”

 James Stuart

 View our 2012 Customer Service webinar series

My Keynote at Lambeau Field in Green Bay on “Super Bowl Customer Experience”

Tags

Super Bowl Customer Experience, WOW Customer Service, Zappos

(I shot this photo just inside Lambeau Field)

Last month I was honored to be the keynote speaker at SOCAP Wisconsin’s “Super Bowl Customer Experience.” The meeting was appropriately held at Lambeau Field in Green Bay. One of great things about my work is that I get to travel to cool places and meet super cool people all the time. But I have to say that speaking at Lambeau Field ranks among my top fav venues. And the people were just awesome. Audience members had fierce energy and most wore the beautiful green and yellow Packer’s jerseys. We gathered at the home of the World Super Bowl Champs to talk about champions of customer experience. My keynote focused on the Zappos customer experience.

My Zappos keynote delivered powerful insights into how Zappos approaches Quality Monitoring, social customer service, and emotional connections, among other things. There was a buzz going during my keynote. People were sharing creative ways they WOW customers in their own organizations, group brainstorming to help others overcome challenges was powerful and we all just laughed and learned together.

I was so pumped about my Zappos keynote that I’m going to bring back my Zappos webinar this month! If you’re looking to improve your customer experience and you want a powerful benchmark for how to postion contact centr employees to make emotional connections, wow customers and build fierce customer loyalty, I don’t think you want to miss this web event based on my “Super Bowl Customer Experience” keynote.

The Zappos Customer Experience

5 Keys to Creating a Magnificent Customer Experience

 $199 for unlimited participation within your organization (includes digital recording of the webinar)

Wednesday, October 26 2011

1:00 – 2:30pm ET

Review outline or register