Companies with a defined and strong culture outperform their competitors by as much as 200%. Culture is what positions companies to innovate, deliver an exceptional customer experience and become an employer of choice. Company culture […]
Customized Engaging Online Customer Service Training
Bad Customer Service Really Ticks Me Off [Managers you must train and support new employees. Thanks.]
So, I went to my bank today to make a routine business deposit. I was surprised to not recognize a single Teller in the branch, as I’m a regular there and know many of the […]
2012 Customer Service Webinar Schedule Just Announced
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 […]
Netflix, Gap lag in customer satisfaction online
(Reuters) – Netflix Inc and Gap Inc were among the worst performers in customer satisfaction among the largest online retailers this holiday season, according to a survey released on Wednesday. The online customer experience MATTERS. […]
A Little Snafu Can Land You on YouTube. Just ask FedEx.
I’ve said it at least a hundred times in my keynotes: A simple snafu can land you on YouTube. Companies and employees must be mindful of the fact that any and every action, every word, […]
The Calming Gift of Water
The wishing well my son and I saw yesterday. (Click the photo enlarge.) As my son and I were leaving the mall yesterday, I saw a beautiful wishing well. It was right behind Santa’s Workshop […]
“A man without a smiling face must not open a shop.” – Chinese Proverb
I’m posting today just to remind you to be friendly, smile and take care of your customers… “A man without a smiling face must not open a shop.” – Chinese Proverb
Downtime: What I do Offline to Recharge
Most of you know me from my online presence as a blogger, webinar host, eLearning producer or through social media. My online presence is so persistent that it leads some people to think that my […]
IVR: Pet Peeve or Dealbreaker?
by Dan Fox I’ve often heard it said that every customer relationship should be considered a marriage between the company and the consumer. I can’t agree more. There are as many different types of marriages […]
Two Perspectives Are Better Than One
Last weekend my brother and I photographed our cousin’s wedding. We aren’t professional photographers. We’re just a couple of photography enthusiasts who got lucky when our cousin needed a photographer for her big day. When […]
De-escalation Training for Customer Service & Soft Skills Training 