Category: Zappos Customer Experience

“Wow” Works for Zappos, But It Won’t Work For You – Here’s Why

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A corporate trainer in one of my client organizations is gung-ho on the Zappos culture and she is convinced that what her contact center needs is agents trained to make small talk with customers and empowerment so agents can consistently deliver wow experiences – “Just like Zappos does,” she says.

Now, I love what Zappos has done. I have delivered many a keynote and webinar on the Zappos culture. Zappos is the best at the customer experience, bar none. So understand me when I say this: I respect Zappos. But the Zappos culture will not work for anybody but Zappos.

Zappos brings happiness to an airport on one of the busiest travel days of the year. Wow.

Wow! This actually gave me chills. Zappos turns baggage claim into a game, bringing energy, fun and happiness to the airport on one of the busiest travel days of the year. Brilliant marketing. Blessing for […]

Rachael Ray Tries to Stump a Zappos Rep

Word on the street is there is no stumping a Zappos Customer Service Representative. Rachael Ray decided to test that out. Rachael Ray is the infamous long-winded caller nobody likes to get. Watch how the […]

Do you want parrots or people in your contact center?

Do you want parrots or people in your contact center?, a photo by Myra Golden on Flickr. Last October, after I delivered a wonderfully-received keynote in Orlando, I grabbed my camera bag, slipped out of […]

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 […]

Zappos Clever Marketing at Airports

I have traveled throughout North America speaking at conferences and conventions about the Zappos Customer Experience. From the perspective of both a consumer and a consultant, I am a fan of Zappos. I’ve spent 3 […]

Slides and Videos from my Keynote at Contact Center Association

In a couple of hours I’ll be on a plane to Orlando. I’m headed off to speak at the Contact Center Association conference to present my Zappos keynote. For the reference of my attendees, I […]

Videos from My Zappos Presentation to ICCA

Yesterday I presented “Inside the Zappos Contact Center” for one of my favorite clients, International Contact Center Association (ICCA). I crafted and presented my session with these goals: To inspire organizations to make customer service their […]

2012 Customer Service Webinar Schedule Just Announced

Immediately improve your customer experience and build brand value with Myra’s high-impact webinar series All webinars are recorded and you can purchase the digital recording of past webinars. Access to webinar recordings never expires and […]

My Keynote at Lambeau Field in Green Bay on “The Super Bowl Customer Experience”

(I shot this photo just inside Lambeau Field) Last month I was honored to be the keynote speaker at SOCAP Wisconsin’s “Super Bowl Customer Experience.” The meeting was appropriately held at Lambeau Field in Green […]