Opening General Session
Date: Tuesday, April 1
Time: 8:45 a.m.
Keynote Speaker: Myra Golden, author of "Beyond Wow"
Keynote speaker Myra Golden will provide insights, benchmarks, and motivation to meet the needs and expectations of customers. Learn how to go beyond the buzzword “wow” to truly create a culture of WOW customer experiences. From the initial point of contact through problem solving and handling complaints as if they were gifts, attendees will learn how to create customers for life at every service point.
Myra Golden helps companies completely restore customer confidence in their brands after service failures. Considered one of the leading experts in customer recovery, she has helped hundreds of organizations rethink and re-design their complaint response processes so they are positioned to retain more customers, improve customer satisfaction, and increase profits. Myra has designed customer recovery programs for such companies as Verizon Business, McDonald’s, Coca-Cola, National Car Rental, Michelin Tires and Frito Lay. She is co-author of Beyond WOW! The Service Leadership Approach to Exceptional Customer Service. For more information visit Ms. Golden’s website.