So, it’s time for some good news in customer service. One of my clients just emailed to share with me how TD Bank ATMS gave out surprises that stunned customers. The acts of surprise made […]
Customized Engaging Online Customer Service Training
Category: WOW customer service
WestJet Christmas Miracle: real-time giving
One of my clients shared this video with me this morning and I was so moved by WestJet’s amazing WOW that I just had to share this video on my blog. I got chills when […]
Myra Golden Keynote slides from Atlanta Consumers’ Choice Awards
Last night I had the privilege of being the keynote speaker at the Atlanta Consumers’ Choice Awards event. I met some amazing people who are responsible for driving the customer experience for such companies as […]
This Grocery Store Opens at 8:56am and Closes at 8:04pm. Here’s Why.
When I managed a contact center, I actually had our phones set to come on 5 minutes before our posted hours and to stay on 5 minutes past our posted hours. I did this because […]
I took my client on a field trip to the Apple store today – Customer Experience Design Strategy
This morning I took a team from one of my client’s branches on a field trip. We’re working to create the best possible customer experience in my client’s organization and I believe one way to […]
Making Self-Service Options Appealing to Generation Y
Generation Y is highly tech driven and because they spend so much of their time communicating through text and social media, human interaction isn’t always their preferred method for getting customer service. When designing your […]
How a Sanitizing Wipe from Timberline Steaks Made Me Say ‘Wow’ about my Customer Experience
So, I sit down for a quick breakfast in the airport at a friendly joint called Timberline Steaks and the hostess hands me a sanitizing wipe with my menu. What a wonderful value-added service! Airports […]
The Beyond WOW Customer Experience
The explosive ideas in this book will help you go beyond the WOW experience to build, repair, and grow customer relationships. by Myra Golden and Dr. Jeffrey Magee “From the first page I was taken […]
My Client Gave Me 3 Levels of WOW Customer Service!
Last Friday I had the great pleasure of delivering 2 half-day workshops to a wonderful new client, Silverstein Properties. Silverstein Properties is a full-service real estate development, investment, and management firm based in New York. […]
My Parting Thoughts About DoubleTree’s Customer Experience
I happen to be staying at a DoubleTree Hotel and on my desk I saw this wonderful comment card. This is really a great example of how to ask customers for feedback and I’m sharing […]