There’s no substitute for experiencing Jon’s energy and passion live, onstage – but you can get a glimpse of him in action from these clips of past keynotes.
Watch Jon Picoult in action, with this compilation of clips from his customer experience and leadership keynote programs. [4 minutes]
Jon’s classic story of customer service recovery has brought many an audience to their feet and garnered over 140,000 views across its many online postings. [8 min]
Using an amusing example from Amazon.com, Jon explains why customer experience is so much bigger than customer service. [4 min]
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]
Jon Picoult describes how small points of friction in the customer experience can compound, leading to larger shifts in customer loyalty. [3 min]
Jon explains how intensely loyal customers help fuel the financial success of top companies. [3 min]
Jon explains the basics of Net Promoter, and what it tells us about the true value of customer satisfaction. [3 min]
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]
Jon describes how even the subtlest actions of organizational leaders can help create a work environment that fosters excellence. [2 min]
