A collection of practical tips and guidance, derived from our work helping organizations worldwide to enhance their customer experience.
A painful episode helped teach the restaurant chain that what customers don’t see is as important as what they do see.
Compare your business practices to this Top Ten list, and avoid the grave mistake of delivering a sub-par customer experience.
Truth is, many business leaders are privately skeptical about the value of customer experience differentiation. One study might change that.
Meeting and conference planners could learn a lot from the customer experience keynote speakers they often hire for events.
The most important part of the annual “Customer Experience (CX) Day” celebration is what happens the day after it ends. Here’s why.
New data shows how effective customer experience quality is in helping companies weather an economic downturn.
Jon is interviewed for the #1 market research podcast, covering a wide range of topics, including how he toted a briefcase around in elementary school (no, seriously).
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]
