Myra Golden, Customer Service Speaker - Handouts for Myra's Presentations

Zappos Customer Experience Webinar

October 25th, 1:00 - 2:30pm ET

1:00 - 2:30pm ET

$299 per company

Register

Last September 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 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 position contact center employees to make emotional connections, wow customers and build fierce customer loyalty, I don’t think you want to miss this web event:

Inside the Zappos Contact Center

5 Keys to Creating a Magnificent Customer Experience

$199 for unlimited participation per company

Attend and learn how Zappos turned a shoe website into the world’s largest online shoe store in just 10 years, with $1 billion in gross revenue and a reputation for world-class customer service. Myra Golden has studied the Zappos service culture and contact center for more than two years and has isolated the 5 keys that have made Zappos one of the most envied service companies in the world.

• Key 1: Live and Deliver WOW

• Key 2: Focus on the Customer Experience as the #1 Priority

• Key 3: Make Emotional Connections with Customers

• Key 4: Treat Employees Very Well

• Key 5: Surprise and Delight

In addition to the 5 keys you will learn:

• How Zappos is able to WOW customers AND maximize operational efficiency with no call scripts and no call time targets

• Why Zappos stopped monitoring calls the traditional way and how they do it now

• Why Zappos decided to invest in surprise and delight and is getting a big ROI…and how you can too

• How to use emotion to connect with your customers like the Zappos customer leadership team does with every customer

• Why Zappos pays new employees $2,000 to quit

• A creative way to make emotional connections with customers… and it just takes 15 minutes a day