Myra Golden

OCTOBER 11, 2016

Making it hard, rudeness and fighting with customers ruins the customer experience. I’m standing at the front desk of a nice hotel in Baltimore. I told the hotel employee that perhaps my very recent booking was the problem. It takes 10 hotel stays to earn a free hotel night. I travel a lot.

Hotels 66

Hotels Customer Experience Travel Books 66

Michelli Experience

NOVEMBER 14, 2017

I am delighted to have known Ed for years and am honored (beyond words) that he listed me as a member of his trusted personal board of directors in a recent article for Hotels Magazine. This week Ed Mady is being recognized as Hotelier of the World by Hotels Magazine at an awards ceremony at The Lotte New York Palace.

Brands 45

Brands Hotels Magazine Leadership 45

Myra Golden

OCTOBER 19, 2018

It’s rare that I don’t write to you about customer service issues. But I want to talk about balance, not just because it’s so important to me, but because I know achieving peace and balance will help you be a better manager, leader, or customer service professional.

Travel 53

Travel Hotels Workshop Customer Service 53

Think Customers

MAY 10, 2016

I recently had a chance to discuss some of the components of delivering a luxury customer experience with Ana M. Brant, Director, Global Guest Experience & Innovation at Dorchester Collection , a luxury hotel operator whose properties include The Beverly Hills Hotel, The Dorchester, and Hotel Bel-Air.

Hotels 56

Hotels Customer Experience Guest Experience 2016 56

Myra Golden

MARCH 17, 2017

It was a debit card, actually, and I knew I had more than enough money to cover a few nights in a hotel in Ontario. “I In just a few hours I had bought coffee in Tulsa, dined at Wolfgang Puck in Dallas, and now I’m in Toronto checking into a hotel. Watch this short video to learn more about our customer service eLearning.

Banking 58

Banking Travel Hotels Workshop 58

Michelli Experience

AUGUST 10, 2016

Having been mentored by the father of the modern-day Ritz-Carlton Hotel company, Horst Schulze, I learned long ago that service professionalism and servitude should not be confused. Customers are not always right and when they wrongly mistreat your staff they should become former customers!

Leadership 56

Leadership Hotels Loyalty Customer Centricity 56

Michelli Experience

DECEMBER 27, 2016

I am proud to say that Horst Shultze, the founder of the modern-day Ritz-Carlton Hotel Company, has been a mentor. One day, I was asking Horst about a client of mine that was struggling to engage customers.

2017 89

2017 Hotels Leadership Customers 89

Myra Golden

SEPTEMBER 13, 2016

At times I felt like the customer was made to feel stupid. It was like the customer was asking dumb questions. This customer service group doesn’t need anything from Zappos. Is Your Company In Need of a Customer Service Intervention? . Check out my Customer Service eLearning.

Culture 56

Culture Hotels Contact Center Call Center 56

Myra Golden

SEPTEMBER 13, 2016

At times I felt like the customer was made to feel stupid. It was like the customer was asking dumb questions. This customer service group doesn’t need anything from Zappos. Is Your Company In Need of a Customer Service Intervention? . Check out my Customer Service eLearning.

Culture 56

Culture Hotels Contact Center Call Center 56

Michelli Experience

DECEMBER 2, 2015

Here are a 6 key takeaways: Good Leaders Are Good Followers – Phew, you aren’t alone on a journey of customer experience excellence. Be a student of companies and leaders that are delivering consistently engaging experiences for their customers.

Customer Experience 101

Customer Experience Customer Journey Mapping Leadership Hotels 101

Myra Golden

APRIL 29, 2016

I entered the hotel lobby area and took a seat to wait for the shuttle. I had a very short window of time to get back to the airport for my flight and it was rush hour in Austin. This text with tracking information certainly made life easier for me. Another text arrived. It read , “Your shuttle driver is Yobran and your shuttle number is 539.

Hotels 53

Hotels Customer Experience Customer Journey Customers 53

Myra Golden

AUGUST 30, 2017

In an hour I’ll be in front of my hotel to meet my Uber driver. I’m here to deliver training on how to handle irate customers. I get to spend 4 hours this morning doing what I love: Teaching, sharing my energy, and engaging a roomful of people who have chosen to serve customers for a living.

Hotels 40

Hotels Presentation Travel Webinar 40

Myra Golden

NOVEMBER 7, 2016

7 Comebacks for the Customer Who Cusses at You. After hubby and I got back to our hotel room on Saturday night, I got a tweet from a young lady who had been cussed out in restaurant earlier in the evening. The customer was loud and was heard by everyone in the area. Those are the most important things, right? Was This Helpful?

Sports 45

Sports Workshop Hotels Banking 45

Myra Golden

NOVEMBER 7, 2016

7 Comebacks for the Customer Who Cusses at You. I promised you 7 Comebacks for the Customer Who Cusses at You. After hubby and I got back to our hotel room on Saturday night, I got a tweet from a young lady who had been cussed out in a restaurant earlier in the evening. Here’s how my weekend ties into these comebacks.

Sports 45

Sports Workshop Hotels Banking 45

Michelli Experience

AUGUST 1, 2017

Individually, and through resources, see that the problem is taken care of in a way that meets the satisfaction of the customer/team member and does not recur. is a professional speaker and chief experience officer at The Michelli Experience. Offer appropriate apologies. Assure the person you will take care of the issue.

Magazine 45

Magazine Leadership 2015 Hotels 45

Michelli Experience

APRIL 27, 2016

For example, I am often asked if a client’s company should first improve their employee experience or their customer experience. My answer is often “YES AND lets look at how we can realistically and successfully make some progress on each.”.

Hotels 45

Hotels Consulting Books Employee Experience 45

Myra Golden

JULY 15, 2018

For some time I’ve wanted to update my Top 6 Ways to Get An Angry Customer to Back Down tactics. In a few days I’m heading to Montreal to help a new client, a team of Customer Service Representatives, get their demanding and unreasonable customers to back down. We’d parked our rental car with the valet of a lovely hotel.

Workshop 68

Workshop Insurance Communication Customers 68

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Micah Solomon

OCTOBER 24, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. For a business to succeed, it needs to maximize the payoff from its customer experience. email, chat, web).

Customer Experience 53

Customer Experience Hospitality Consulting Hotels 53

Michelli Experience

NOVEMBER 1, 2017

Moreover, a single person like Adolpho saved tens of thousands of lives through his actions and a single service professional can elevate the lives of tens of thousands of people across a career – one person at a time. An Example of Lasting Impact from The Ritz-Carlton Hotel Company.

Customer Experience 69

Customer Experience Hotels Books Consulting 69

Myra Golden

DECEMBER 29, 2016

Carlson Hotels Worldwide. 10-person pass to Myra’s Customer Service eLearning Suite of 10 courses (a $999 value!). Enrollment for up to 10 people in Myra’s Customer Service eLearning suite , so you can give your employees Myra’s very best training at their own pace. ” Kristy L.

Webinar 45

Webinar Hotels Consulting Reference 45

Myra Golden

DECEMBER 29, 2016

Enrollment for up to 10 people in Myra’s Customer Service eLearning suite , so you can give your employees Myra’s very best training at their own pace. Here’s a short video overview of the Customer Service eLearning Suite , which is part of Full Access. . Carlson Hotels Worldwide.

Webinar 45

Webinar Hotels Consulting Reference 45

Michelli Experience

JULY 13, 2016

Modeling the business value of higher Customer Experience Index scores, Forrester estimates millions of dollars in annual incremental revenue for “any company in any category” they survey. In industries like hotels and wireless service, the annual incremental revenue boost is calculated as “BILLIONS” of dollars.

Customer Experience 56

Customer Experience Wireless Hotels Financial 56

Bold360

NOVEMBER 21, 2016

In 2017, we expect more curious customers; more chances for us to reach out to different kinds of people of all ages. It entices me to imagine what awaits us in 2017 for customer service. We eventually would like to have customer service reps that can chat 24/7 to provide fast service for our overseas customers.

2016 111

2016 2017 Customer Experience Social Media 111