Myra Golden runs Myra
Golden Media, a customer service and public relations agency
that specializes in strategic customer relations
consulting designed and tailored for each client’s needs.
With more than 15 years of experience, Myra has developed a
proven process that positions organizations to regain customer
goodwill after even the worst has happened and to improve corporate
reputations in the eyes of consumers through improved complaint
response and more responsive customer service. Myra Golden Media
specializes in a number of areas including customer recovery,
customer loyalty, crisis management, call center training, and
social media for customer service.
Myra’s customer
recovery systems have been used for more than a decade in corporations
throughout North America, Australia,
Africa, and the Philippines helping organizations build a multi-faceted
customer recovery strategy and create a true customer service
culture. One of the leading experts on restoring customer confidence
after service failures, Myra has designed programs to help companies
keep customers, even after service failures occur. She has created
customer recovery programs for such clients as Verizon Business,
McDonald's, Coca-Cola, Scotts Miracle-Gro, National Car Rental,
Michelin Tires, and Frito-Lay.
Considered one of
the pioneers for leveraging social media for customer service,
she has helped hundreds of companies design
and launch a comprehensive social media strategy for listening
to and getting involved in online conversations about their brand
and protecting corporate reputations online. Her Tweeting for
Customer Service video and her in-demand Keynote "Social
Media is the New Customer Service" has inspired hundreds
of companies to explore and launch social media customer service
strategies in order to immediately respond to gripes about their
brands online.
Myra's passion for customer service distinction stems from more
than 15 years of serving customers directly, including her work
as the Global Head of Consumer Affairs for an international car
rental company where she and her team worked to regain customer
goodwill after service mishaps and to maintain a positive public
reputation with consumers. Her experience and training (she holds
a Bachelor of Arts in Psychology and a Master of Human Relations,
both from the University of Oklahoma) has given her the unique
ability to develop critically acclaimed systems for earning rock-solid
customer loyalty and enhancing an organization's reputation with
consumers by creating a culture of creating warm experiences,
developing an aggressive customer recovery strategy, and designing
a social media strategy.
She is co-author of Beyond WOW, creator of 5 customer service
eLearning suites that are used by corporations worldwide, and
founder of CallCenterWebinars.com, an e-Learning company that
provides customer service training for many of the nation's Fortune
500 companies. She is also an active customer service blogger
with thousands of corporate subscribers.
Myra is known to "bring it" in
her entertaining, highly interactive and memorable keynotes
and training sessions. Whether
Myra is presenting to an audience of thousands, training a few
dozen, or broadcasting a live webinar on 4 continents, she never
fails to WOW conference attendees and employees with her relentless
preparation for the event, high energy, and relevant and fresh
content.
Date: Thurs
May 5, 2011
Time: 1pm
ET/10am PT
Back to Event Listing
