Jon Picoult Keynote Speaker Preview Reel
Watch Jon Picoult in action, with this compilation of clips from his customer experience and leadership keynote programs. [4 minutes]
Why Focus On Customer Experience? Here's Why.
Jon shares insights from his landmark study on the ROI of customer experience, vividly illustrating how a great customer experience is rewarded by both Main Street and Wall Street. [2 minutes]
Build Customer Loyalty Through Memory-Making
Jon is an expert in the cognitive science behind great customer experiences. In this clip, he introduces the idea of "memory-making" in the customer experience -- a topic that he covers in detail during his keynotes and workshops. [2 minutes]
There Are Just Two Roles In Any Organization
In this clip, Jon highlights one of the essential keys to creating a customer-centric organization -- and it all starts with a simple but fundamental redefinition of everyone's role. [1 minute]
Rethink What Customers Really Care About
In this clip, Jon calls out one of the most common missteps that business leaders make when strategizing about their customers. [1 minute]
The Best Service Recovery Story… Ever!
Jon’s classic story of customer service recovery has brought many an audience to their feet and garnered hundreds of thousands of views across its many online postings. [8 min]
Customer Experience vs. Customer Service
Using an amusing example from Amazon.com, Jon explains why customer experience is so much bigger than customer service. [4 min]
The Curious Math About Bad Bosses
With a quick audience poll, Jon illustrates one of the biggest impediments to self-improvement: looking at one's own performance through rose-colored glasses. [2 min]
The Worst Customer Service Telephone Greeting... Ever!
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 min]
The Hotel Room That Didn't Exist
Jon describes how small points of friction in the customer experience can compound, leading to larger shifts in customer loyalty. [3 min]
Why A Great Customer Experience Is Good For Business
Jon explains how intensely loyal customers help fuel the financial success of top companies. [3 min]
Why Customer Satisfaction Shouldn't Be Your Goal
Jon explains the basics of Net Promoter, and what it tells us about the true value of customer satisfaction. [3 min]
Why "Emotion" Matters In Customer Experience
Why is "emotion" so important in the delivery of a great customer experience? Jon Picoult explains the cognitive science behind this essential CX strategy. [2 min]
Have You Ever Been eSnubbed?
Jon describes how even the subtlest actions of organizational leaders can help create a work environment that fosters excellence. [2 min]
Employee Experience Keynote Preview Clips
Jon talks about the "signals leaders send" and how that can influence both the customer and employee experience. [10 min]