A collection of practical tips and guidance, derived from our work helping organizations worldwide to enhance their customer experience.
Watch Jon Picoult in action, with this compilation of clips from his customer experience and leadership keynote programs. [4 minutes]
Jon’s classic story of service recovery has brought many an audience to their feet, garnering hundreds of thousands of views across its many online postings. [8 min]
Jon Picoult illustrates what it means when a company truly manages its end-to-end customer experience. [4 minutes]
Something as simple as how you answer the phone can drive customer perceptions around how easy or difficult it will be to work with your business. [3 minutes]
Jon Picoult describes how small points of friction in the customer experience can compound, leading to larger shifts in customer loyalty. [3 minutes]
Jon Picoult explains how intensely loyal customers help fuel the financial success of top companies. [3 minutes]
Jon Picoult explains the basics of Net Promoter, and what it tells us about the true value of customer satisfaction. [3 minutes]
Why is “emotion” so important in the delivery of a great customer experience? Jon Picoult explains the cognitive science behind this CX strategy. [2 minutes]
Jon Picoult describes how even the subtlest actions of organizational leaders can help create a work environment that fosters excellence. [2 minutes]
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