Speaking Topics

Myra Golden runs Myra Golden Media, a customer experience design agency that specializes in helping brands create the best possible customer experience throughout all contact channels. Myra has designed customer experience platforms for such companies as Verizon Business, McDonald’s, Coca-Cola, National Car Rental, Michelin Tires and Frito Lay. She has been named one of the Top 10 Customer Service Bloggers and she is co-author of Beyond WOW! The Service Leadership Approach to Exceptional Customer Service.

All of Myra’s presentations will be fiercely tailored to meet your objectives. Most of her presentations can be tailored for keynotes, breakout sessions, or interactive workshops. Myra requires at least one face-to-face or telephonic meeting before every presentation so she can customize her presentation with razor-sharp content and relevant examples. In some cases, a Myra Golden representative will also conduct a "Mystery Shopper" visit by phone or in person to survey your service practices and problem handling processes. A good speech requires an understanding of your business.

 

Speaking Topics

 

How the Best Deliver the Best Customer Experiences

Myra Golden has spent 15 years benchmarking, interviewing and mystery shopping the best service companies in the world and in this keynote she shares her insights to help her clients improve their own customer experiences. In this inspiring and riveting keynote, Myra shares specific customer experience design details from the best service companies of our time: Apple, Zappos.com, Starbucks and Disney. Your audience will walk away with 4 powerful deliverables to help them create the best possible customer experience in their own companies.

 

The Customer Recovery Experience: 5 Steps for Completely Restoring Customer Confidence and Regaining Goodwill After Service Failures

Your audience will learn specific steps for completely restoring customer confidence after service failures occur, including: The elements of the perfect corporate apology, empowerment levels, finding complaints about your brand in social media, making customers feel good during the recovery process and the art of surprise and delight.

 

Crafting the Social Media Customer Experience

As one of the pioneers of social media for customer service, Myra expertly positions her clients to use social media as a platform for engaging customers, delivering impressively quick customer support, tapping social media as an early warning detection system and enhancing the customer experience. This talk is based on Myra’s 4 years of research on social customer service, including interviews with Comcast’s famous “Digital Care” team and best practices from Myra’s Fortune 500 clients. In this keynote, Myra will show your audience exactly how to maximize social media for customer service relevance. Myra will position your company to surprise and delight consumers who post gripes about your brand online, show you how to build buzz, and how to manage and protect your online reputation.

The “Beyond WOW” Customer Experience

Based on Myra’s bestselling book with Dr. Jeffrey Magee, this keynote is crucial for any organization that wants to create a real customer service culture. Myra will give senior executives and customer service leaders the insights, benchmarks, and motivation to deliver on the needs and expectations of customers. This program helps companies go beyond the buzzword “wow” to truly creating a culture of wow customer experiences. From creating warm customer experiences at the initial point of contact to giving customers solutions they can take home (or hang up with) today, to handling complaints as if they were gifts, attendees will learn how to create customers for life at every service touch point.

Myra’s customer experience programs can be effectively delivered in a keynote, breakout session, workshop or interactive webinar.

 

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