In this episode we caught up with Jon Picoult, acclaimed customer experience expert and founder of Watermark Consulting, who shares his principals for creating a successful, beloved business- no matter what you sell and who you sell to.
During our chat, Jon explains the cognitive science behind creating emotional connections with your customers, pinpointing breakthrough, psychology-based strategies that both industry leaders (like Apple, Disney, and Southwest Airlines) as well as fast-growing startups (like BILT and Framebridge) use to shape people’s perceptions and sculpt unforgettable impressions – ultimately turning more prospects into customers, and more customers into obsessed brand ambassadors.
Jon Picoult helps companies impress their customers and inspire their employees, creating “raving fans” that drive business growth. He is the founder of Watermark Consulting and a noted authority on customer and employee experience. A sought-after business advisor and public speaker, Jon has worked with the C-suite at some of the world’s foremost brands, helping organizations capitalize on the power of loyalty – both in the marketplace and in the workplace. Jon’s insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, Fortune, and Forbes.com (where he is a regular contributor). His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in the industry, referenced by firms such as McKinsey, Deloitte, Accenture, Forrester, SAP, and Oracle.
Jon is also the author of the book, “FROM IMPRESSED TO OBSESSED: 12 Principles for Turning Customers and Employees into Lifelong Fans,” which debuted as an Amazon #1 New Release in its category and was recently featured in The Wall Street Journal as a top reading pick. The book has earned praise from business luminaries such as Horst Schulze (co-founder of Ritz- Carlton Hotels), Hubert Joly (former CEO of Best Buy), and Marshall Goldsmith (world-renowned executive coach).