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 […]
Customized Engaging Online Customer Service Training
I checked-in to my hotel room from the plane – such a great self-service option
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 […]
My Slide Deck from Today’s Keynote at GMA in San Francisco
Today I will take the stage at the GMA Consumer Complaints Conference in San Francisco. I created this very special keynote to help GMA member companies completely restore customer confidence and regain goodwill after the […]
How to Genuinely Apologize to Customers Without Admitting Fault
I’m sitting in my home office doing a run-through of my slide deck for a very special keynote I’m delivering at the GMA Consumer Complaints Conference in San Francisco next week, and I thought I’d […]
Rethink Your Self Service Experience. Here are 2 Ideas from Target to Get You Started.
I was in Target yesterday and I noticed their nice self-service options. Need to quickly find a real person when you’re in electronics looking for a replacement charging adapter for your daughter’s Kindle Fire? No […]
Making Self-Service Options Appealing to Generation Y
Generation Y is highly tech driven and because they spend so much of their time communicating through text and social media, human interaction isn’t always their preferred method for getting customer service. When designing your […]
How a Sanitizing Wipe from Timberline Steaks Made Me Say ‘Wow’ about my Customer Experience
So, I sit down for a quick breakfast in the airport at a friendly joint called Timberline Steaks and the hostess hands me a sanitizing wipe with my menu. What a wonderful value-added service! Airports […]
In Rehearsal for my “Apple Experience” webinar that broadcasts 4/24 @1pm ET. Are you enrolled yet?
Putting the finishing touches on my “Apple Experience” webinar that will broadcast 4/24 at 1pm ET. Are you enrolled yet? http://wp.me/Pv6Ha-IG Apple Employee Training Manual Provides 5 Insights for Contact Centers Webinar April 24, 2013 1:00 […]
This note from my client just made my morning!
This note from my client just made my morning! It made my morning because I was really speaking to a group of “friends” during this keynote. My client is SOCAP DFW and this was the […]
The Beyond WOW Customer Experience
The explosive ideas in this book will help you go beyond the WOW experience to build, repair, and grow customer relationships. by Myra Golden and Dr. Jeffrey Magee “From the first page I was taken […]
De-escalation Training for Customer Service & Soft Skills Training 