To examine the links between customer service and loyalty, the Customer Contact Council conducted a study of more than 75,000 people who had interacted over the phone with contact-center representatives or through self-service channels. Two critical findings emerged that should affect every company’s customer service strategy. Read article.
Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW! View all posts by myragolden