My Keynote at the 2012 Contact Center Association Conference

For Zappos it’s all about delivering WOW. This presentation delivers powerful insights into the unique ways Zappos approaches screening and hiring, quality monitoring, social customer service, and making emotional connections with customers – all with the single goal of consistently delivering a WOW customer experience.

In this keynote I share the 5 keys Contact Center Managers and frontline employees can adopt and apply to create an engaging and unforgettable customer experience. (Live and Deliver WOW, Customer Experience as the #1 Priority, Make Emotional Connections with Customers, the Speed of Light, Treat Employees Very Well). Plus, discover how Zappos is able to WOW customers with no call scripts and no talk time targets and learn why Zappos pays employees $2,000 to quit. Enjoy!

Want to have Myra speak at your meeting? Learn how at MyraGolden.com

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myragolden

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!

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