CHAPTER 10

image

THE PERFECTLAST TOUCHPOINT MOMENT

Although I am a management consultant, I also speak at dozens of major events around the world each year. In an effort to deliver better talks, I hired a top speaking coach. I know the value of hiring an expert, because that’s why people hire me.

The coach was wonderful. To my surprise, what she taught me about delivering a great speech turned out to be one of the most important things organizations can do to deliver a great human experience. What’s more, it has everything to do with delivering an exceptional last touchpoint. As she put it, always leave your audience wanting more!

TO GET A STANDING ...

Get What Customers Crave now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.