Category: Customer Experience

The New Face of Debt Collection – Empathy, Kindness and Compassion

The New Face of Debt Collection – Empathy, Kindness and Compassion A couple of weeks ago I got a call from the collections division of a large financial company. The company wants to improve the […]

5 Ideas to Improve The Way You to Talk to Customers

The biggest problem with the customer experience in most companies is how employees talk to customers. All too often, employees come across as indifferent, cold, uncaring, rushed or rude. This employee “attitude problem” can be […]

Special Video Training for Customer Service Representatives – How to talk to customers: Empathy and Tone

How to Talk to Customers: Empathy, Tone and Making Personal Emotional Connections On Demand Webinar Training This new video contains a step-by-step approach to speaking with customers with a friendly tone, empathy and concern. Your people will lean […]

Myra’s Customer Experience Keynote Slide Deck from Consumers’ Choice Awards in Dallas

I’m sitting in my hotel room doing a run-through of my keynote for the Consumer’s Choice Awards Breakfast that is being held in Dallas, TX. I’m really excited about this keynote because I will be […]

6 Things We Can Learn About the Chat Customer Experience from Amazon.com

Yesterday I had to reach out to Amazon.com for customer support for my daughter’s Kindle Fire. I chose Chat for my help, and I’m so glad I did because I received refreshingly excellent service that made me say, “Now that’s Beyond WOW!”

Amazon.com Chat

Click the image to see my chat conversation

6 things  impressed me and made me say “WOW!” 

1. It was a holiday (Memorial Day), and the Chat representatives were working. 

This was super convenient for me as a consumer on my day off.