Podcasts about from impressed

Jon Picoult, bestselling author and CX thought leader was my first guest in 2022 when The Delighted Customers Podcast launched. He was gracious enough to come back for episode 100 to talk about his His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in the industry. Jon sheds light on the groundbreaking CX ROI study he initiated, which highlights the tangible and economic benefits of a great customer experience. We'll explore the challenges CX leaders face, particularly in getting executive buy-in, and how Jon's research demonstrates the outperformance of top-rated CX companies versus their lagging counterparts, even amid the pandemic's impact. If you're a CX practitioner, you should have this study in your toolkit and understand the trends over the 16 years of research. Spoiler alert - CX leaders outperformed laggards by 5.4x over 16 years! In this episode: What's the purpose and methodology of the CX ROI study? What makes it different from other studies? How can CX leaders use it to make the business case for CX? What are the DO's and DON'T of applying the findings? How should business leaders approach the use of AI when it comes to CX strategies ----------------------- Show Notes: Meet Jon Jon's insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, Harvard Business Review, Fortune and Forbes. 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 Amazon bestseller, “From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans,” which was featured in The Wall Street Journal as a top reading pick, and has also 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). Prior to establishing Watermark, Jon held senior executive roles at Fortune 100 firms – leading service, operations, distribution, technology, sales and marketing. Early in his career, at the age of 29, Jon earned the distinction of becoming the youngest executive officer in the over 150-year history of a leading global financial services company. Jon received his bachelor's degree in cognitive science from Princeton University and his M.B.A. in general management from Duke University. Watermark's Customer Experience ROI Study:  www.watermarkconsult.net/cx-roi Watermark's Website:  www.watermarkconsult.net Jon Picoult's Speaker Website:  www.jonpicoult.com Books: https://www.amazon.com/Impressed-Obsessed-Principles-Customers-Employees/dp/126425878X

Jon Picoult, bestselling author and CX thought leader was my first guest in 2022 when The Delighted Customers Podcast launched. He was gracious enough to come back for episode 100 to talk about his His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in the industry. Jon sheds light on the groundbreaking CX ROI study he initiated, which highlights the tangible and economic benefits of a great customer experience. We'll explore the challenges CX leaders face, particularly in getting executive buy-in, and how Jon's research demonstrates the outperformance of top-rated CX companies versus their lagging counterparts, even amid the pandemic's impact. If you're a CX practitioner, you should have this study in your toolkit and understand the trends over the 16 years of research. Spoiler alert - CX leaders outperformed laggards by 5.4x over 16 years! In this episode: What's the purpose and methodology of the CX ROI study? What makes it different from other studies? How can CX leaders use it to make the business case for CX? What are the DO's and DON'T of applying the findings? How should business leaders approach the use of AI when it comes to CX strategies ----------------------- Show Notes: Meet Jon Jon's insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, Harvard Business Review, Fortune and Forbes. 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 Amazon bestseller, “From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans,” which was featured in The Wall Street Journal as a top reading pick, and has also 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). Prior to establishing Watermark, Jon held senior executive roles at Fortune 100 firms – leading service, operations, distribution, technology, sales and marketing. Early in his career, at the age of 29, Jon earned the distinction of becoming the youngest executive officer in the over 150-year history of a leading global financial services company. Jon received his bachelor's degree in cognitive science from Princeton University and his M.B.A. in general management from Duke University. Watermark's Customer Experience ROI Study:  www.watermarkconsult.net/cx-roi Watermark's Website:  www.watermarkconsult.net Jon Picoult's Speaker Website:  www.jonpicoult.com Books: https://www.amazon.com/Impressed-Obsessed-Principles-Customers-Employees/dp/126425878X Learn more about your ad choices. Visit megaphone.fm/adchoices

Are you frustrated with the way companies treat you? If so, you're not alone: Surveys find that many consumers are fed up with long waits on the phone, customer service agents who can't solve their problems, unintelligible billing statements, poorly designed websites, and inexperienced or indifferent sales staff. In this episode: Why do so many companies see customer service as a costly problem, rather than a way to retain their customers? Why is it so difficult, if not impossible, to resolve issues via phone? Is there anything you can do to get your problems solved after the sale? Guests: Jon Picoult, founder of Watermark Consulting and author of “From Impressed to Obsessed.” Forrest Morgeson, associate professor of marketing at Michigan State University, and director of research emeritus at the  American Customer Satisfaction Index. --- Support this podcast: https://podcasters.spotify.com/pod/show/consumerpedia/support

In this episode of The Duct Tape Marketing Podcast, we explored the art of customer recovery with Jon Picoult, a renowned customer experience expert and author of "From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans." Key Takeaway: In the world of customer experience, mishaps are inevitable. However, by approaching customer recovery with style, empathy, and exceptional ownership, businesses can turn these situations into opportunities to create raving fans. Remember, a well-handled recovery can often leave a more positive impression on customers than a problem-free experience. Questions I ask Jon Picoult: [01:01] How does somebody become a customer experience expert? [02:48] How do you unify decision-makers in an organization around a customer experience vision? [05:27] As the pandemic's impact led to relaxed customer service, are we now entering an era where customers have heightened expectations? [06:56] What role do you see speed playing in today's market? [09:06] Could you share a case where a company sought your assistance in transforming their customer experience? [13:13] Have you encountered instances where customers were willing to pay more for exceptional service?  [15:10 What are the best strategies for fixing a poor customer experience? [17:56] How can someone begin to identify and address gaps in their customer experience?  [19:52] What role will A.I. play in shaping the future of customer service and experience? [21:19] Where can our listeners connect with you and explore your work further? More About Jon Picoult: Learn more about Jon's book, FROM IMPRESSED TO OBSESSED: 12 Principles For Turning Customers And Employees Into Lifelong Fans - http://www.impressed2obsessed.com/ Learn more about Jon and his company - https://watermarkconsult.net/jon-picoult/about/ Watch Jon's story about The Best Service Recovery… Ever! - https://youtu.be/Z2iBxdF1lNg?si=6H2NycnhjXY5q-by   This episode of the Duct Tape Marketing Podcast is brought to you by DeskTeam360. GET 10% OFF when you sign up here deskteam360.com/DTMOffer Learn more about your ad choices. Visit megaphone.fm/adchoices

If you're aspiring to satisfy your customers, then you're aspiring to mediocrity. That's the premise of From Impressed to Obsessed, and new book by Jon Picoult. Jon explains why building customer loyalty requires leaving indelible positive impressions on everyone you work with – not just shaping their experiences, but also shaping their memories. The book explores the cognitive science behind great customer experiences, pinpointing the breakthrough, psychology-based strategies that both industry leaders (like Apple, Disney, Ritz Carlton, Nordstrom, and Southwest Airlines) as well as fast-growing startups (like BILT and Framebridge) use to shape people's perceptions and sculpt unforgettable impressions – thereby turning more sales prospects into customers, and more customers into obsessed brand ambassadors. In this interview we explore case studies, engaging stories, and eye-opening research, to illustrate how they can be applied to almost any type of business. No matter what kind of constituency you serve – customers or colleagues, individuals or institutions, employees or employment candidates – this conversation will help you do it with distinction.  You'll hear how the Peak/End rule and our recency bias influence memory, and how creating more effortless, emotionally resonant, and relevant experiences can increase customer referral and retention.  

Decision complexity or decision simplicity?I was reading a great book by Jon Picoult - "From Impressed to Obsessed", and one of the concepts he wrote about is Decision complexity vs decision simplicity. In our world that means are we making it easy or hard for our customers to make a decision, whether it's for the initial sale, or post-sale choices (menus, colors, music and more).Listen to this new, 11-minute episode to dig a little deeper into this and see how you can apply the concept to your business and customers.If you have any questions about anything in this, or any of my podcasts, or have a suggestion for a topic or guest, please reach out directly to me at Alan@WeddingBusinessSolutions.com or visit my website Podcast.AlanBerg.comPlease be sure to subscribe to this podcast and leave a review (thanks, it really does make a difference). If you want to get notifications of new episodes and upcoming workshops and webinars, you can sign up at www.ConnectWithAlanBerg.com 

Excellent, even exceptional, customer service isn't enough today…because it's what your customers expect. So how do you go beyond impressing your customers with exceptional customer service, so that your customers become obsessed with you and your business? Today's guest, Jon Picoult, helps answer that question as we discuss concepts from his new book, From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans. In our conversation, we discuss topics that can help transfer how you approach creating your interactions with your customers, such as: the difference between ‘customer experience' vs. ‘customer memory,' opportunities for strategically crafting a customer experience process, and quality vs. quantity when providing information to your customers. Jon Picoult is the founder of Watermark Consulting and a leading expert in customer and employee experience. He has been featured by dozens of media outlets, including the Wall Street Journal, the New York Times, NBC News, and Forbes. He has advised C-Suite leaders at some of the world's foremost brands, helping companies capitalize on the power of loyalty – both in the marketplace and in the workplace. Jon earned his bachelor's degree in Cognitive Science at Princeton and holds an M.B.A. from Duke. And be sure to subscribe to The Self-Employed Life in Apple Podcasts or follow us on Spotify or wherever you listen to podcasts so you don't miss an episode. Everything you need can all be found at jeffreyshaw.com.  Jon Picoult, thank you so much for being here! Remember, you might be in business FOR yourself but you are not in business BY yourself. Be your best self. Be proud and keep changing the world.     Guest Contact – JonPicoult.com Impressed2Obsessed.com Jon Picoult on LinkedIn (ln/jon-picoult-7655777) Jon Picoult on Instagram (@jonpicoult) Contact Jeffrey – JeffreyShaw.com Books by Jeffrey Shaw Business Coaching for Entrepreneurs The Self-Employed Summit Watch my TEDx LincolnSquare video and please share!     Valuable complimentary resources to help you –   The Self-Employed Business Institute — You know you're really good at what you do. You're talented, you have a skill set. The problem is you're probably in a field where there is no business education. This is common amongst self-employed people! And, there's no business education out there for us! You also know that being self-employed is unique and you need better strategies, coaching, support, and accountability. The Self-Employed Business Institute, a five-month online education is exactly what you need. Check it out! Take The Self-Employed Assessment! — Ever feel like you're all over the place? Or frustrated it seems like you have everything you need for your business success but it's somehow not coming together? Take this short quiz to discover the biggest hidden gap that's keeping you from having a thriving Self-Employed Ecosystem. You'll find out what part of your business needs attention and you'll also get a few laser-focused insights to help you start closing that gap. Have Your Website Brand Message Reviewed! — Is your website speaking the right LINGO of your ideal customers? Having reviewed hundreds of websites, I can tell you 98% of websites are not. Fill out the simple LINGO Review application and I'll take a look at your website. I'll email you a few suggestions to improve your brand message to attract more of your ideal customers. Fill out the application today and let's get your business speaking the right LINGO!   Host Jeffrey Shaw is a Small Business Consultant, Brand Management Consultant, Business Coach for Entrepreneurs, Keynote Speaker, TEDx Speaker and author of LINGO and The Self Employed Life (May 2021). Supporting self-employed business owners with business and personal development strategies they need to create sustainable success.

Jon shares gems from his new book: From Impressed to Obsessed: 12 Principles for Turning Customers an Employees Into Lifelong Fans.  Excellence is never an accident. Jon brilliantly pulls the curtain back on proven methods to fundamentally change the way you think about creating a successful, beloved business.Show NotesJon Picoult shared practical and proven principles from his new book From Impressed to Obsessed in this episode.  We talk about real world challenges for CX leaders and what cognitive science implies about where organizations go wrong and what leaders can do about it.Blog Reference: https://www.empoweredcx.com/post/the-holy-grail-of-cx-in-the-c-suiteAbout The AuthorJon Picoult helps companies impress their customers andinspire their employees, creating “raving fans” that drivebusiness growth. He is the founder of Watermark Consultingand a noted authority on customer and employee experience.A sought-after business advisor and public speaker, Jon'sinsights 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 oneof 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 new book, “From Impressed toObsessed: 12 Principles for Turning Customers and Employeesinto Lifelong Fans” (McGraw-Hill, Nov. 2, 2021), which debuted as an Amazon #1 New Releaseand 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).Jon has advised the C-suite at some of the world's foremost brands, including companies suchas AT&T, Allstate, ADT, Generali, and Becton Dickinson. He's helped these and otherorganizations capitalize on the power of loyalty – both in the marketplace and in the workplace.Prior to establishing Watermark in 2009, Jon held senior executive roles at Fortune 100companies – leading service, operations, distribution, technology, sales and marketing. Early inhis career, at the age of 29, Jon earned the distinction of becoming the youngest executiveofficer in the over 150-year history of a leading global insurance and investment firm.Jon received his A.B. in Cognitive Science from Princeton University and his M.B.A. in GeneralManagement from Duke University.Learn more at Jon's website.​Contact me if:- You have feedback you'd like to share about the podcast- You would like to be a guest on the show- You would like to book me on your showEmail me at mark@empoweredcx.com

Jon shares gems from his new book: From Impressed to Obsessed: 12 Principles for Turning Customers an Employees Into Lifelong Fans.  Excellence is never an accident. Jon brilliantly pulls the curtain back on proven methods to fundamentally change the way you think about creating a successful, beloved business.Show NotesJon Picoult shared practical and proven principles from his new book From Impressed to Obsessed in this episode.  We talk about real world challenges for CX leaders and what cognitive science implies about where organizations go wrong and what leaders can do about it.Blog Reference: https://www.empoweredcx.com/post/the-holy-grail-of-cx-in-the-c-suiteAbout The AuthorJon Picoult helps companies impress their customers andinspire their employees, creating “raving fans” that drivebusiness growth. He is the founder of Watermark Consultingand a noted authority on customer and employee experience.A sought-after business advisor and public speaker, Jon'sinsights 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 oneof 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 new book, “From Impressed toObsessed: 12 Principles for Turning Customers and Employeesinto Lifelong Fans” (McGraw-Hill, Nov. 2, 2021), which debuted as an Amazon #1 New Releaseand 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).Jon has advised the C-suite at some of the world's foremost brands, including companies suchas AT&T, Allstate, ADT, Generali, and Becton Dickinson. He's helped these and otherorganizations capitalize on the power of loyalty – both in the marketplace and in the workplace.Prior to establishing Watermark in 2009, Jon held senior executive roles at Fortune 100companies – leading service, operations, distribution, technology, sales and marketing. Early inhis career, at the age of 29, Jon earned the distinction of becoming the youngest executiveofficer in the over 150-year history of a leading global insurance and investment firm.Jon received his A.B. in Cognitive Science from Princeton University and his M.B.A. in GeneralManagement from Duke University.Learn more at Jon's website.​

From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans by Jon Picoult About the Book: If you're aspiring to satisfy your customers, then you're aspiring to mediocrity. That's the fascinating premise of From Impressed to Obsessed, a book that will fundamentally change how you think about creating a successful, beloved business. Acclaimed customer experience expert Jon Picoult explains why building customer loyalty requires leaving indelible positive impressions on everyone you work with―not just shaping their experiences, but also shaping their memories. Picoult explores the cognitive science behind great customer experiences, pinpointing the 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―thereby turning more sales prospects into customers, and more customers into obsessed brand ambassadors. Packed with intriguing case studies, engaging stories, and eye-opening research, the book details these proven principles and illustrates how they can be applied to almost any type of business or customer. Examples include cases that show how to: Create Peaks & Avoid Valleys―leverage the science of memory to etch positive impressions in people's minds, by creating greater experiential peaks and fewer experiential valleys. Give the Perception of Control―the almost magical power of giving customers a sense of agency, via choice and expectation-setting, causing them to feel better about the experience a business is already delivering. Make It Effortless―make interactions easy for customers, not just from a physical perspective, but also from a cognitive one, to satisfy today's demand for simplicity and convenience. Stir Emotion―harness the power of emotion as a memory cue, by infusing customer experiences with emotional resonance, highlighting positive feelings while stemming negative ones. No matter what kind of constituency you serve―customers or colleagues, individuals or institutions, employees or employment candidates―this book will help you do it with distinction. Picoult's message is particularly relevant for managers, as he shows the parallels between how great companies cultivate engagement with customers, and how great leaders accomplish the same with their workforce. From Impressed to Obsessed reveals the what, the why, and― most importantly―the how behind great customer experiences. Filled with actionable insights, the book provides an invaluable roadmap for becoming the company that everyone wants to do business with, the employer everyone wants to work for, and the leader everyone wants to follow. About the Author: Jon Picoult is the founder of Watermark Consulting and a leading expert in customer and employee experience. Jon has been featured by dozens of media outlets, including The Wall Street Journal, the New York Times, NBC News, and Forbes. He has advised C-Suite leaders at some of the world's foremost brands, helping companies capitalize on the power of loyalty – both in the marketplace and in the workplace. Jon earned his bachelor's degree in Cognitive Science at Princeton and holds an M.B.A. from Duke. And, interesting fact – his introduction to the business world was working at his campus radio station! Click here for this episode's website page with the links mentioned during the interview... https://www.salesartillery.com/marketing-book-podcast/impressed-obsessed-jon-picoult

In this episode, Jon Picoult, founder and principal at Watermark Consulting, and author of From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans, and Rob Markey discuss why creating fewer problems for consumers drives more value interactions and how to deliver a cost-effective experience customers value long term. If you'd like to provide feedback on the show, please fill out our survey here. If you'd like to learn more about Jon Picoult, you can find him on LinkedIn. Order Jon's book here.

Companies subject their customers to unthinkable indignities every day. It's time to inject more humanity into our interactions with our customers. It's time to imbue our interactions with more emotional resonance. It's time to improve the customer experience. That's why I'm talking to Jon Picoult, Founder & Principal at Watermark Consulting. He literally wrote the book on it — From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans. In this episode, we delve into the nitty gritty of acing the customer experience. Join us as we discuss: The difference between customer service and customer experience How positive employee experience leads to positive customer experience How to make the case for investing in customer experience The importance of creating peaks and valleys and finishing strong Check out these resources we mentioned during the podcast: JonPicoult.com You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can't see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Jon Picoult, customer experience expert and founder of Watermark Consulting shares insights from his latest book: "From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans." Learn how to convert more sales prospects into customers and more customers into obsessed brand ambassadors.

Welcome to an episode with a sought-after business advisor and speaker, Jon Picoult. Get Jon's new book here: https://amzn.to/3H9SM6y Jon Picoult is the founder of Watermark Consulting and a noted authority on customer and employee experience. He helps companies impress their customers and inspire their employees, creating “raving fans” that drive business growth. He worked with some of the world's foremost brands, personally advising CEOs and other members of the C-Suite and helps organizations capitalize on the power of loyalty, both in the marketplace and in the workplace. His insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, USA Today, The Economist, Inc., NBC News and Forbes. Jon held senior executive roles at Fortune 100 companies – leading service, operations, distribution, technology, sales and marketing. Early in his career, at the age of 29, Jon earned the distinction of becoming the youngest executive officer in the over 150-year history of a leading, global financial services company. In this episode, Jon talked about how his career led to understanding customer experience and how to deliver value that will provide customer satisfaction in any kind of business or industry. For individuals and businesses who want to understand more about providing better customer experience and why it matters, this is for you. From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans. Jon Picoult: https://amzn.to/3H9SM6y Enjoying our podcast? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo We use affiliate links whenever possible (if you purchase items listed above using our affiliate links, we will get a bonus).

In this week's episode of the SIMPLE brand podcast, I talk with Jon Picoult, author of From Impressed to Obsessed: 12 Principles For Turning Customers and Employees Into Lifelong Fans!We know customers will leave after a bad experience. But we don't stop to realize that they also leave for an okay experience - a satisfactory experience.Think about it. You may keep buying from a brand because they're meeting your expectations, and you feel okay as long as they continue doing that. But what if you find a brand that'll exceed your expectations? What if you find a brand that'll deliver a remarkable experience every time?  Now combine that with how easy it is to switch brands today. Buh-bye satisfactory experience! And that's just what your customers are doing with your satisfactory experience.That's why I was happy to talk with Jon Picoult this week.  Jon's the founder of Watermark Consulting. He's a keynote speaker and one of the most noted authorities on customer and employee experience. He's been featured by dozens of media outlets, including The Wall Street Journal, the New York Times, NBC News, and Forbes. And Jon is the author of From Impressed to Obsessed: 12 Principles For Turning Customers and Employees Into Lifelong Fans. Jon and I discuss his lessons around building customer loyalty through his 12 customer experience principles. What's great is that these principles can be applied to most any type of business. And they can be applied to your employee experience to build more loyalty from your people. RESOURCES FROM THIS EPISODEJon's book: From Impressed to Obsessed: 12 Principles For Turning Customers and Employees Into Lifelong FansWatermark ConsultingJon's Annual CX ROI Study

“I think the most successful chief customer officers are the ones who realize their job is to make heroes of other people,” says Jon Picoult, founder of Watermark Consulting and author of From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans. In this episode, Jon and I explore a few of the principles from his book to improve customer experience and drive business growth.

This episode features Jon Picoult, the founder of Watermark Consulting is a renowned expert in customer experience. He helps businesses create raving fans that drive business growth by impressing their customers and inspiring employees.A number of media outlets have featured his insights, including The Wall Street Journal, The New York Times, Harvard Business Review, and Forbes.com (where he regularly contributes). His new book, “From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans,” debuted as an Amazon #1 New Release in its category.

Learn about what the U.S. government is doing to improve customer experience, a Canadian sports equipment retailer redefining an international symbol, and how to turn your customers and employees into lifelong fans. Bite-Sized Delight From the Episode: • Even the Government is Paying Attention to Customer Experience - The U.S. Federal Government is improving customer experience with legislation and executive actions focused on diversity and accessibility. • Don't Miss the Chance to Re-invent Icons - Ability Signs is on a mission to highlight abilities instead disabilities with an update to the infamous blue and white handicap wheelchair icon. • 12 Actions for Improved Experience - Jon Picoult's book “From Impressed to Obsessed" offers science-based experience design suggestions for turning customers and employees into lifelong fans. Are You Looking for Things We Referenced? • Emerging Trends in Customer Experience - Nextgov highlights the latest in digital service delivery in the federal government (e-book) • Ability Signs • From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans - by Jon Picoult Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss

Satisfaction is a one-way ticket to the business graveyard. That's just one nugget from today's guest Jon Picoult. Jon recently released his first book, "From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans." He is also the founder of Watermark Consulting, a firm helping businesses keep their customers. Jon says most businesses don't meet customers' basic expectations, adding those who have a need for a customer service department are doing something wrong. Jon introduces Jeffrey to the idea of a company's onstage and backstage roles and how everyone in an organization plays a role in the customer experience. Jon also emphasizes the importance of keeping customers happy in the age of the social media megaphone. Buy the book: https://watermarkconsult.net/jon-picoult/books/ Join the C-Suite Network: https://c-suitenetwork.com/executive-membership Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode, my guest is Jon Picoult. Jon is a customer experience expert who has been helping guide companies through the customer experience journey to creating "raving fans" that drive business growth. Jon has a new book "From Impressed to Obsessed" and we spend time discussing the book along with an in-depth discussion of his body of work in customer experience. A sought-after business advisor and speaker, Jon has worked with some of the world's foremost brands, personally advising CEOs and other members of the C-Suite. He helps organizations capitalize on the power of loyalty, both in the marketplace and in the workplace.

Welcome to the The Voice of Retail , I'm your host Michael LeBlanc, and this podcast is brought to you in conjunction with Retail Council of Canada.Jon Picoult is founder of Watermark Consulting a leading customer experience advisory firm and author of the new book From Impressed to Obsessed: 12 principles for turning customers and employees into lifelong fans.”You are really going to enjoy this interview on this episode - Jon thinks deeply about enterprise level customer experience from both a customer perspective and what it takes to create a culture that truly creates a remarkable and memorable experience - well beyond what he considers the low watermark of just satisfying customers  Thanks for tuning into today's episode of The Voice of Retail.  Be sure to subscribe to the podcast so you don't miss out on the latest episodes, industry news, and insights. If you enjoyed  this episode please consider leaving a rating and review, as it really helps us grow so that we can continue getting amazing guests on the show.I'm your host Michael LeBlanc, President of M.E. LeBlanc & Company, and if you're looking for more content, or want to chat  follow me on LinkedIn, or visit my website meleblanc.co!Until next time, stay safe and have a great week!  Michael LeBlanc  is the Founder & President of M.E. LeBlanc & Company Inc and a Senior Advisor to Retail Council of Canada as part of his advisory and consulting practice.   He brings 25+ years of brand/retail/marketing & eCommerce leadership experience, and has been on the front lines of retail industry change for his entire career.  Michael is the producer and host of a network of leading podcasts including Canada's top retail industry podcast,       The Voice of Retail, plus        Global E-Commerce Tech Talks  and       The Food Professor  with Dr. Sylvain Charlebois and the all new Conversations with CommerceNext podcast.  You can learn more about Michael       here  or on       LinkedIn.   Jon PicoultJon 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 speaker, Jon has worked with some of the world's foremost brands, personally advising CEOs and other members of the C-Suite. He helps 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, USA Today, The Economist, Inc., NBC News and Forbes.com (where he is a regular contributor).Prior to establishing Watermark, Jon held senior executive roles at Fortune 100 companies – leading service, operations, distribution, technology, sales and marketing. Early in his career, at the age of 29, Jon earned the distinction of becoming the youngest executive officer in the over 150-year history of a leading, global financial services company.Jon received his A.B. in Cognitive Science from Princeton University and his M.B.A. in General Management from Duke University.Specialties: Customer experience & loyalty; employee experience & engagement; operational efficiency; service excellence; brand management; leadership development

Welcome to Strategy Skills episode 187, an episode with a sought-after business advisor and speaker, Jon Picoult. Get Jon's new book here: https://amzn.to/3H9SM6y Jon Picoult is the founder of Watermark Consulting and a noted authority on customer and employee experience. He helps companies impress their customers and inspire their employees, creating “raving fans” that drive business growth. He worked with some of the world's foremost brands, personally advising CEOs and other members of the C-Suite and helps organizations capitalize on the power of loyalty, both in the marketplace and in the workplace. His insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, USA Today, The Economist, Inc., NBC News and Forbes. Jon held senior executive roles at Fortune 100 companies – leading service, operations, distribution, technology, sales and marketing. Early in his career, at the age of 29, Jon earned the distinction of becoming the youngest executive officer in the over 150-year history of a leading, global financial services company. In this episode, Jon talked about how his career led to understanding customer experience and how to deliver value that will provide customer satisfaction in any kind of business or industry. For individuals and businesses who want to understand more about providing better customer experience and why it matters, this is for you. From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans. Jon Picoult: https://amzn.to/3H9SM6y Enjoying our podcast? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo We use affiliate links whenever possible (if you purchase items listed above using our affiliate links, we will get a bonus).

Jon Picoult discusses his book "From Impressed to Obsessed" and principles for turning customers and employees into lifelong fans. Jon has worked with some of the world's top companies and been featured in places like The Wall Street Journal, The New York Times, USA Today and Forbes.com (where he's a regular contributor). Listen for three action items you can use today. Host, Kevin Craine Do you want to be a guest?  

With every interaction, businesses win or lose share.  Each touchpoint – be it with customers, distributors, or even employees – presents an opportunity to either build brand loyalty or erode it.  Listen in as  Jon Picoult shares how to create experiences that don't just satisfy, but impress.   Jon is the author of “From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans.” He has worked with some of the world's foremost brands, personally advising CEOs and other members of the C-Suite. His  insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, USA Today, The Economist, Inc., NBC News and Forbes.com.   Key Takeaways [3:25] Jon explains the difference between customer experience and customer service. They're not synonymous! [7:10] Another term that gets confused with customer experience is user experience. Jon breaks down how this is different. [8:45] With that being said, you cannot deliver excellent customer service without employees who are engaged. This means you do have to invest in your people if you want to see the overall customer experience improve. [11:45] Jon has seen time and time again executives not valuing the importance of customer experience. He realized he needed to talk in “executive” language to really drive the point home that happy customers equal a higher valued business. [14:05] Here is why this particular supermarket is the perfect example of what a good customer experience looks like. [16:55] Businesses are not only in the business of shaping the customer's experience. They are in the business of shaping the customer's memory. [21:15] The onboarding experience is often messy, and that's a bad thing because that's one of the first experiences your employees are going to see. [27:45] It's a job as a leader to make sure everyone in the organization understands their purpose and the reason why their jobs are critical and help the organization to run smoothly. Sitting down and just having a conversation about the importance of their impact goes a long way. [30:25] Humans are control freaks. We want to know where we're going at all times. Jon explains how that affects the customer when they're trying to do business with you. [33:15] You don't have to change the experience, you just have to give the appearance of control for the user to feel at ease. [37:30] There are huge turnover rates happening in the workforce right now. Leaders are scrambling, but the same techniques used to build loyalty in customers can also be used with employees! [43:20] If you boil this process down, it's all about making people feel good about the interaction they just had with you. [44:05] Listener challenge: Serve with distinction. Be accountable to your staff.   Quotable Quotes “When you have high turnover it causes a deterioration in the customer experience.” “The details because the details have the opportunity to shape people's perspectives.” “To give people a perception of control, you're setting expectations for them. The minute you set expectations for them, you conform their thoughts to the experience and they know what's coming around the corner.” “When people see a boss or a manager who's fighting for them, who's in their corner, who's helping them develop their career, those people will walk through walls for that person.”   Resources Mentioned Sponsored by: Darley.com Watermarkconsult.net Pre-order Jon's book, From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans Jon on LinkedIn Jon on Twitter “TLP197: The Gift of Struggle” — Bobby Herrera

Creating Raving Fans & Driving Business Growth: Jon Picoult, founder of Watermark Consulting, a noted authority on customer and employee experience and author of the just released From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans speaks with host Richard Levick of LEVICK about creating great customer service experiences for consumer brands and professional services companies. Jon has previously advised the CEOs and executive teams at some of the world's foremost brands, representing over $600 billion in annual revenue.

Listen now | Jon Picoult is the author of From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans. He is also the founder of Watermark Consulting and a noted authority on customer and employee experience. Jon helps companies impress their customers and inspire their employees, creating raving fans that drive business growth. Jon has personally advised the CEOs and executive teams at some of the world’s foremost brands, with his clients collectively representing over a million employees and more than $600 billion in annual revenue. Get on the email list at helpingsells.substack.com