Book Discussion Lunch with Myra Golden
Date: Tuesday, April 1
Time: 12:00 Noon
Lunch is included with your registration
Keynote speaker Myra Golden will lead the luncheon guests in a book discussion of her book Beyond Wow. Beyond Wow was selected by OLA President, Lynda Reynolds to be a part of the “One Book, One Association” initiative encouraging members everyone to read and discuss one book to foster a sense of inclusiveness and develop partnerships with groups and organizations that share common values. Copies of the book are available before conference by contacting Lynda Reynolds at firstname.lastname@example.org.
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.