Zappos
Customer Experience Web Seminar:
Inside
the Zappos Contact Center
5
Keys to Creating a Magnificent Customer Experience
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 Bay. One of great things about my
work is that I get to travel to cool places and meet super cool
people all the time. But I have to say that speaking at Lambeau
Field ranks among my top fav venues. And the people were just awesome.
Audience members had fierce energy and most wore the beautiful green
and yellow Packer’s jerseys. We gathered at the home of the
World Super Bowl Champs to talk about champions of customer experience.
My keynote focused the Zappos customer experience.
My Zappos keynote delivered
powerful insights into how Zappos approaches Quality Monitoring,
social customer service, and emotional connections, among other
things. There was a buzz going during my keynote. People were sharing
creative ways they WOW customers in their own organizations, group
brainstorming to help others overcome challenges was powerful and
we all just laughed and learned together.
I was so pumped about
my Zappos keynote that I’m going to bring back my Zappos webinar
this month! If you’re looking to improve your customer experience
and you want a powerful benchmark for how to position contact center
employees to make emotional connections, wow customers and build
fierce customer loyalty, I don’t think you want to miss this
web event:
Outline:
Attend
and learn how Zappos turned a shoe website into the world’s
largest online shoe store in just 10 years, with $1 billion in gross
revenue and a reputation for world-class customer service. Myra
Golden has studied the Zappos service culture and contact center
for more than two years and has isolated the 5 keys that have made
Zappos one of the most envied service companies in the world.
• Key 1: Live and
Deliver WOW
• Key 2: Focus
on the Customer Experience as the #1 Priority
• Key 3: Make Emotional
Connections with Customers
• Key 4: Treat
Employees Very Well
• Key 5: Surprise
and Delight
In addition to the 5
keys you will learn:
• How Zappos is
able to WOW customers AND maximize operational efficiency with no
call scripts and no call time targets
• Why Zappos stopped
monitoring calls the traditional way and how they do it now
• Why Zappos decided
to invest in surprise and delight and is getting a big ROI…and
how you can too
• How to use emotion
to connect with your customers like the Zappos customer leadership
team does with every customer
• Why Zappos pays
new employees $2,000 to quit
• A creative way
to make emotional connections with customers… and it just
takes 15 minutes a day
• The Keys to empower
employees to deliver beyond wow service
• A step-by-step
plan for making the customer experience the #1 priority
Who
Should Attend:
-Contact Center Managers,
Directors
-Contact Center Supervisors, Team Leaders
-QA Team
Course
Leader:
Myra
Golden
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 corporationsthroughout
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 protectingcorporate
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 developcritically 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 500companies. 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 andtraining 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: Thursday Jan 26, 2012
Time: 1pm ET/10am PT
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