Myra Golden runs Myra Golden Media, a customer service and public relations agency that specializes in strategic customer relations consulting designed and tailored for each client's needs.
With more than 15 years of experience, Myra has developed a proven process that positions organizations to regain customer goodwill after even the worst has happened and to improve corporate reputations in the eyes of consumers through improved complaint response and more responsive customer service. Myra Golden Media specializes in a number of areas including customer recovery, customer loyalty, crisis management, call center training, and social media for customer service.
Myra's customer recovery systems have been used for more than a decade in corporations throughout North America, Australia, Africa, and the Philippines helping organizations build a multi-faceted customer recovery strategy and create a true customer service culture. One of the leading experts on restoring customer confidence after service failures, Myra has designed programs to help companies keep customers, even after service failures occur. She has created customer recovery programs for such clients as Verizon Business, McDonald's, Coca-Cola, Scotts Miracle-Gro, National Car Rental, Michelin Tires, and Frito-Lay.
Considered one of the pioneers for leveraging social media for customer service, she has helped hundreds of companies design and launch a comprehensive social media strategy for listening to and getting involved in online conversations about their brand and protecting corporate reputations online. Her Tweeting for Customer Service video and her in-demand Keynote "Social Media is the New Customer Service" has inspired hundreds of companies to explore and launch social media customer service strategies in order to immediately respond to gripes about their brands online.
Myra's passion for customer service distinction stems from more than 15 years of serving customers directly, including her work as the Global Head of Consumer Affairs for an international car rental company where she and her team worked to regain customer goodwill after service mishaps and to maintain a positive public reputation with consumers. Her experience and training (she holds a Bachelor of Arts in Psychology and a Master of Human Relations, both from the University of Oklahoma) has given her the unique ability to develop critically acclaimed systems for earning rock-solid customer loyalty and enhancing an organization's reputation with consumers by creating a culture of creating warm experiences, developing an aggressive customer recovery strategy, and designing a social media strategy.
She is co-author of Beyond WOW, creator of 5 customer service eLearning suites that are used by corporations worldwide, and founder of CallCenterWebinars.com, an e-Learning company that provides customer service training for many of the nation's Fortune 500 companies. She is also an active customer service blogger with thousands of corporate subscribers.
Myra is known to "bring it" in her entertaining, highly interactive and memorable keynotes and training sessions. Whether Myra is presenting to an audience of thousands, training a few dozen, or broadcasting a live webinar on 4 continents, she never fails to WOW conference attendees and employees with her relentless preparation for the event, high energy, and relevant and fresh content.
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.
"Myra, you performed well beyond my expectations, and I truly enjoyed your customer service seminar."
"I have attended many customer service trainings and I have worked in customer relations for many years. Today I learned more in a few hours than I ever could have imagined! And the way Myra presented the information was wonderful."
"I was very pleased with Myra's presentation, but even more so, I was left with a sense of new energy and desire to put her recommendations to use. I can't wait for Monday."
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