Wow! This actually gave me chills. Zappos turns baggage claim into a game, bringing energy, fun and happiness to the airport on one of the busiest travel days of the year. Brilliant marketing. Blessing for […]
Customized Engaging Online Customer Service Training
Author: myragolden
Myra is a favorite training partner to Fortune 500 companies with her customized, engaging, behavior-changing (and fun) customer service workshops, working with McDonald’s, Coca-Cola, Frito-Lay, Michelin, Vera Bradley and other brands.
Myra Golden Keynote slides from Atlanta Consumers’ Choice Awards
Last night I had the privilege of being the keynote speaker at the Atlanta Consumers’ Choice Awards event. I met some amazing people who are responsible for driving the customer experience for such companies as […]
How to Forecast Call Volume In a Small Call Center Like A Pro….Without Spending a Dime On Software
I’m working with a small call center in a large city-county library system. One of my main focuses for this library system is to improve the overall efficiency of the call center and to drastically improve the customer experience that is delivered through the call center. One of my recommendations for improvement in this contact center is for my client to begin using a tool to help the library forecast call volume and to use this projection data to better schedule for coverage.
Myra Golden’s Keynote for AIRS in Oklahoma City – October 10, 2013
Tomorrow morning I have the wonderful privilege of being this year’s AIRS Conference Keynote Speaker! My one goal with this keynote is to help AIRS organizations deliver an even better client experience through Connection, Empathy, […]
5 Questions You Need to Be Asking About Your Customer Experience
So, this morning I made Rosemary infused olive oil. It’s a very simple process. You put 5 or 6 sprigs of fresh Rosemary into 2 cups of warmed olive oil and then let it sit […]
Myra Golden: 25 Things You Don’t Know About Me
I love crime novels. If I weren’t a customer experience trainer/blogger, I’d be a photographer. I ran the Disney half-marathon (13.1 miles). I’m a bird watcher. I ‘ve known I’d own my own business since 8th […]
This Grocery Store Opens at 8:56am and Closes at 8:04pm. Here’s Why.
When I managed a contact center, I actually had our phones set to come on 5 minutes before our posted hours and to stay on 5 minutes past our posted hours. I did this because […]
5 Ideas to Improve The Way You to Talk to Customers
The biggest problem with the customer experience in most companies is how employees talk to customers. All too often, employees come across as indifferent, cold, uncaring, rushed or rude. This employee “attitude problem” can be […]
Here are 3 of the Video Clips I Show in My Empathy Workshops
I’m really excited about delivering my full day Empathy workshop to a fantastic client in Montreal on Monday. I have been preparing for this event for months, and I cannot wait to share my insights and enthusiasm […]
I took my client on a field trip to the Apple store today – Customer Experience Design Strategy
This morning I took a team from one of my client’s branches on a field trip. We’re working to create the best possible customer experience in my client’s organization and I believe one way to […]
De-escalation Training for Customer Service & Soft Skills Training 