Why You Must Write the Stories Your Customers Tell

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Format: 45-minute keynote

Through her consulting, training, focus groups and insightful “field trips,” Myra has been helping brands write the stories their customers tell for the past 15 years.

In this keynote Myra brings her field work to the stage and introduces 4 keys for getting customers to tell the story of your brand: Consistency, Emotional Connection, Mastering the Little Things and Meeting Un-expressed Needs.

The result of this keynote is an audience prepared to delight on the little things at every touch point, to consistently deliver a memorable customer experience and to focus on making personal emotional connections with customers.

The audience will walk away with:

  • The 3 Cs of Customer Satisfaction: Consistency, Consistency, Consistency – Your employees will learn to fiercely focus on, and master, consistency, so they are best positioned to create customer happiness, satisfaction and loyalty


  • The “man in desert” approach to meeting customer needs, so they develop a knack for meeting needs customers don’t even express!


  • The backstory of how a strategic recovery resulted in a customer telling the good news story for nearly 2 decades, so your employees will be inspired  to deliver the perfect recovery when things go wrong


  • An understanding of why it’s the little things that make the difference – from the warm welcome to the fond farewell, so that they don’t miss an opportunity to delight and make emotional connections at any touch point