A collection of practical tips and guidance, derived from our work helping organizations worldwide to enhance their customer experience.
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]
Jon Picoult explains the basics of Net Promoter, and what it tells us about the true value of customer satisfaction. [3 minutes]
