How do you get your business to stand out from the crowd? Many sources of competitive differentiation can be fleeting, but a truly distinctive customer experience (and the workplace environment supporting it) can deliver sustainable competitive advantage. In this captivating program based on Jon’s forthcoming book, he reveals the breakthrough, science-based techniques that legendary companies use to turn sales prospects into customers, and customers into raving fans.
The key to delivering a great customer experience? It’s all in your head! That’s because creating a great impression on customers isn’t just about shaping their experiences, it’s about shaping their memories. In this fascinating program, Jon describes how great companies capitalize on cognitive science to influence how customers perceive and remember their experiences – driving the repurchase and referral behavior that’s at the heart of any successful business.
Lots of companies fly the “easy to do business with” banner. Few ever actually fulfill that promise, as most consumers can attest. In this fascinating talk, Jon reveals how great companies make it not just easy – but completely effortless – for people to do business with them. Plus, he explains how to eradicate distracting, unproductive effort from the workplace, so employees can keep their focus where it belongs – on their customers.
In 2008-09, during the height of the Great Recession, Hyundai Motors increased its market share by a remarkable 40%. Starbucks lost half its market value during that same economic downturn, yet emerged stronger from the recession, outperforming the S&P 500 by more than six-fold. In this intriguing program, Jon reveals how these and other smart companies strengthen customer loyalty during even the most challenging times.
Many businesses focus on what they do, but fewer focus on why they do it. In this keynote, Jon opens people’s eyes to the powerful concept of a purpose-driven brand – an organization whose “reason for being” goes well beyond traditional financial measures of success. It’s a strategy that’s worked exceptionally well for legendary companies like Patagonia, USAA, and Southwest Airlines. In this session, you’ll learn how to apply the same approach to your business.
Back in 2011, Netflix announced a large price increase and a spin-off of its DVD rental business. Customers revolted, leaving in droves. The company’s stock price fell by over 75% and took years to recover. In this amusing and educational program, Jon uses the Netflix debacle to illustrate key principles for successfully navigating both customers and employees through significant change.