A collection of practical tips and guidance, derived from our work helping organizations worldwide to enhance their customer experience.
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 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]
In this 1999 interview, a young Jeff Bezos demonstrates what it really looks like when you put customer experience at the heart of your business.
Even in the face of budget cuts, there are several strategies you can use to preserve your CX improvement initiatives.
