Consumer Complaints Management Webinar 2011: Managing Social Media and Its Effects on Customer Service

Speaker Biographies

Myra Golden, customer experience consultant, Myra Golden Media 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 redesign 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 on this speaker, please click here.

John Goodman, Vice Chairman, Tarp Worldwide has managed more than 1,000 separate customer service studies, including TARP's White House sponsored evaluation of complaint handling practices in government and business; studies of word of mouth and the bottom-line impact of consumer education sponsored by Coca-Cola USA; and five surveys of the use of toll free service numbers by major corporations.

In addition, John has developed methodologies for integrating customer problem data with other types of market feedback to estimate the market implications of quality and service decisions. He has taught service quality and service reengineering courses at Wharton Business School's executive education program. He has appeared on “Good Morning America”, the ABC Evening News, and as a panelist on the PBS show, “The Editors.”

John graduated from Carnegie Mellon University with a B.S. in chemical engineering. He received an M.B.A. from Harvard Graduate School of Business Administration in 1971, where his specialties were operations research and management control. For more information on this speaker, please click here.