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]
How do you create a workplace that works – for both employees and customers? Jon highlights the critical role leaders play in accomplishing that. [3 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 shares an example of “memory sculpting” – a technique that beloved brands use to create great impressions. [4 minutes]
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 describes how even the smallest details (yes, even font choice!) can make a big difference in the customer experience. [2 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]
