Below are an array of free resources that’ll help you capitalize on what you learn from the book, as well as share those insights with others.
Jon Picoult Books Bonus Resources
A handy cheat sheet that summarizes the key customer experience design principles described in the book.
Reading the book with friends, colleagues, or your management team? Use this guide to facilitate discussions about the book and relate the key learnings to your organization.
A collection of ten simple, straightforward things that you (and your team) can immediately do to enhance the customer experience.
Watch Jon onstage, telling the amazing Ritz-Carlton “dress story” that’s featured in Chapter 18 of the book. [8 min]
As featured in Chapter 1, Jon explains why Amazon’s battle against “wrap rage” helps illustrate the difference between "customer experience" and "customer service." [4 min]
Jon describes the genesis of his landmark Customer Experience ROI Study, one of the most widely-cited analyses of its kind. [5 min]
The perfect accompaniment to the book, this guide takes you through an array of questions and reflections to help identify opportunities to use the 12 Principles in your own role or organization.
