Jason has often heard customer experience referred to as the ‘soft stuff’ or the ‘stuff’ you focus on in the good times – however this makes no commercial or logical sense.
Research shows that 30% of customers will stop doing business with you after just 1 bad experience. Can you afford for 30% of your customers to leave this year?
The presentation is based on 20 years of experience, including leadership roles in 7 different industries, and blends this experience with theory and case studies to ensure that your team is engaged in the topic but also inspired and skilled to take action. Action that leads to increased profits and raving fans.
In this presentation, the audience will learn the fundamentals of delivering a consistent customer experience that leads to more repeat and referral business. By deeply understanding the three key moments of every customer’s journey and how each one is critical to creating a customer for life and lifetime referrals.
Jeanne Bliss
Co-Founder of Customer Experience Professionals Association and Founder and President of Customerbliss.com
It’s simple: customer experience matters now, more then ever, and in this book, Jason will help you accelerate improvements.
Scott Mckain
Global thought-leader on creating distinction in business and author of multiple best-selling books including 7 Tenets of Taxi Terry and What Customers REALLY Want
"Bradshaw’s book absolutely nails it! He takes us on a journey that explains why both customer and employee experience matters so significantly — and he provides real world strategies you can implement today to create lifelong customers and advocates. Apply his advice and become iconic for your outstanding customer experiences — this is a MUST read!"
Joseph Michelli
New York Times #1 Bestselling author of books like Driven to Delight, Leading the Starbucks Way, and The New Gold Standard
It’s All About CX is a masterfully-crafted, insightful resource for anyone who seeks to drive customer loyalty and referrals. Written from wisdom, experience, and a deep understanding of how to drive a branded customer experience. It’s All About CX is refreshing, approachable, and empowering! It is filled with actionable tools that will drive sustainable customer success!
