Speech Topics

Jon explains why building customer loyalty requires not just satisfying customers, but impressing them – forging indelible memories that drive repurchase and referral behavior (the lifeblood of any thriving business).  With fascinating case studies and engaging stories, Jon shares key elements of his “12 Principle” framework – science-based strategies that legendary companies use to create truly impressive brand experiences…  the kind that turn more sales prospects into customers, and more customers into lifelong fans.

Whether you serve external or internal customers, you’ll emerge from this program with specific, actionable ideas for turning your organization’s customer experience into its greatest competitive advantage.

Topics typically covered in this program include:

• What great companies know about the difference between customer experience (CX) and customer service.

• How great experiences boost financial results and accelerate business growth.

• The current state of CX in the marketplace and the competitive opportunity it implies.

• The link between a company’s employee experience and its customer experience.

• The 12 time-tested principles used by legendary companies to differentiate their CX.

In this intriguing program, Jon explores a central tenet of his customer experience philosophy – the notion that customers’ memories can be strategically “sculpted” to create competitive advantage.  When done correctly, it means people will remember the best parts of their experience with your business, while the less favorable parts will evaporate from their recollection.  It’s a technique that has obvious benefits for how customers perceive a brand, as well as their willingness to engage with it in the future.

If you want to grow your business by cultivating customer loyalty, then you need to be skilled in memory sculpting – and this keynote will equip you with the knowledge and skills to do it effectively.

Topics typically covered in this program include:

• How memories are formed and then shape customer perceptions about your business.

• Why some business brands inspire intense consumer appeal, while others fall flat.

• How customers can be impressed – even if your customer experience is far from perfect.

• How service failure can turn everyday customers into loyal brand advocates.

• How common cognitive biases can be turned into competitive business advantages.

In this thought-provoking keynote, Jon describes the critical role business leaders play in engineering that alignment, thereby shaping a workplace that fosters customer experience excellence.

Through both the work environment they create, and the personal interactions they engage in, leaders have an unparalleled opportunity to keep their teams’ focus where it belongs – on their customers.  This keynote shows them precisely how to accomplish that.

Topics typically covered in this program include:

• What it takes to create a workplace environment that fosters CX excellence.

• How “backstage” CX components, invisible to the customer, nonetheless influence CX quality.

• Why organizational leaders should be focusing on their “Personal Net Promoter Score.”

• Why the employee experience is about much more than just perks and benefits.

• The simple gestures leaders can use to mobilize their workforce around customer experience.

Using eye-opening statistics and amusing real-world examples, Jon explains why an effortless customer experience is such a rare and powerful competitive differentiator.  He describes the two primary sources of loyalty-sapping effort (physical and cognitive) and shares actionable strategies for mitigating both.

Oftentimes, it’s not the best product or service that wins in the marketplace – it’s the one that’s easiest for people to access, to comprehend, to buy, and to use.  This keynote will show you how to create that kind of competitive differentiation in your business.

Topics typically covered in this program include:

• What bad “customer effort” is and why it saps brand loyalty.

• How you can detect drivers of bad customer effort, in sales and service interactions.

• Why it costs less to deliver an effortless customer experience.

• How you can create a more effortless experience – quickly and cost efficiently.

• The critical connection between “employee effort” and “customer effort.”

Just a few years after the Covid-19 pandemic’s Great Cessation decimated the air travel industry, Delta Airlines bounced back strong, delivering a shareholder return that was more than twice that of its peer group.

These are just three examples of companies that skillfully leveraged Customer Experience strategic principles to not just survive a period of crisis, but to thrive in the aftermath.  In this fascinating and timely program, Jon reveals the techniques that smart companies use to strengthen customer loyalty during even the most challenging times.

Topics typically covered in this program include:

• What historical data tells us about how CX-leading companies perform during downturns.

• Why a great CX helps insulate companies from the worst effects of a recession.

• The importance of addressing customers’ emotional (not just rational) needs during crises.

• The remarkable impact of customer advocacy during emotionally-charged times.

• How to cultivate game-changing customer insight that helps drive CX innovation.

The purpose-driven approach has worked exceptionally well for companies spanning a variety of industries – Patagonia, USAA, and Southwest Airlines among them.

This program includes mini case studies of those organizations and others which have established a compelling brand purpose that engages customers and employees alike.

Topics typically covered in this program include:

• What is “purpose” and how does it differ from “mission”?

• Why is purpose so vital – to leaders, employees and customers.

• Why is purpose good for business?

• How should an organization go about defining its purpose?

• The “5 D’s” – essential principles for creating and fulfilling a purpose-driven brand.

Based on Jon Picoult’s popular New York Times feature, this presentation offers a compelling case for viewing employment candidates as customers.  The program also highlights the often overlooked connection between job applicants and actual customers, demonstrating how recruiting interactions can influence your company’s brand and shape consumer perceptions.

Topics typically covered in this program include:

• Why the “applicant experience” is broader and more influential than you think.

• Why talent acquisition is a business like any other – product, provider and customer.

• What job applicants think of companies’ current recruiting experiences.

• What companies have to gain from a great applicant experience.

• How customer experience management principles can be applied to the recruiting arena.

Topics typically covered in this program include:

• Why people typically reject change.

• Twelve essential strategies for helping people embrace change.

• How to inspire people to change, rather than force them through it.

• How personal leadership behaviors can remove obstacles to change.

• The importance of “choreographing” the change experience.