Jonah Berger
Wharton School at the University of Pennsylvania
Jonah Berger is a Marketing Professor at the Wharton School at the University of Pennsylvania and a world-renowned expert on word of mouth, social influence, consumer behavior, and how products, ideas, and behaviors catch on. He has published dozens of articles in top‐tier academic journals, teaches Wharton’s highest rated online course, and popular accounts of his work often appear in places like The New York Times, Wall Street Journal, and Harvard Business Review. Berger is the internationally bestselling author of multiple books including Contagious: Why Things Catch On (over half a million copies in print in over 30 languages) and Invisible Influence: The Hidden Forces that Shape Behavior. Berger often keynotes major conferences and events like SXSW and Cannes Lions and consults for companies like Apple, Google, GE, Coca-Cola, Vanguard, 3M, Kaiser Permanente, and The Gates Foundation.
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Session
The 6 Principles of a World-Class Customer Experience
Customer experience is a powerful vehicle for building brand loyalty, sparking word of mouth, and driving growth. But what makes some customer experiences more engaging? And how can companies ensure consistent, rich multi-dimensional experiences online? This talk reveals the secret science behind remarkable world class customer experiences. Discover how five simple principles drive success across a range of industries. If you’ve ever wondered why certain brands get more word of mouth, or how to design right for digital, this talk will show you how you can make it happen.
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