Jon Picoult

Imagine being the business everyone wants to work with, the employer everyone wants to work for, the leader everyone wants to follow. That's the power of a great #CustomerExperience and #EmployeeExperience -- and it's the focus of my new book: impressed2obsessed.com

An astounding 83% of #CustomerExperience professionals report disappointing results from their #CX journey mapping efforts. In my latest @Forbes column, I explain how to avoid a similar fate in your organization: forbes.com/sites/jonpicou…

Could a single chart change how you think about achieving business success? I believe so - and that's the intriguing premise behind this guest post I wrote for the AAE Speakers Bureau blog. Thanks for featuring it, @aaespeakers! #CX #CustomerExperience #CustomerService #CustExp

Some of the strongest customer relationships are forged from failure. That's the fascinating takeaway from the Service Recovery Paradox - one of several psychology-based #CustomerExperience design strategies I shared on the Customer 1st Thinking podcast: youtu.be/cY5R0ztUEIA?si…

Two closely-watched measures of U.S. consumer satisfaction are showing very different results. The conflicting signals offer important lessons for any business. watermarkconsult.net/blog/2024/07/1… #CX #CustomerSatisfaction #CustomerService #CustomerExperience

What's your objective: Is it to maximize customer loyalty... or minimize customer attrition? That might sound like two different ways to describe the same goal - but they represent very different strategies. Full episode at spoti.fi/3SMnwBa. #CX #CustExp #CustServ

Here's a contrarian view to consider: #CustomerExperience will never be more important than price. #CX evangelists often argue that customer experience trumps price. In my latest @Forbes column, I explain why that assertion is fundamentally flawed. forbes.com/sites/jonpicou…

"57 - What Ever Happened to Customer Service?" On our latest episode, we talk to @JonPicoult and Forrest Morgeson about why it's so difficult to resolve issues, what you can to do advocate for yourself, and more. Listen at hubs.li/Q02lgc_M0 or wherever you find podcasts.

The numbers are crunched and the tally is in! Here's my annual summary of Watermark Consulting's most-read articles of the year - covering #CustomerExperience, #EmployeeExperience and #Leadership. watermarkconsult.net/blog/2023/12/1… #CX #EmployeeEngagement #CustomerService #BusinessGrowth

“It’s not about how much it costs… it’s about how much it makes.” Are you struggling to convince your company to invest in #CustomerExperience improvements? Because that old business adage most certainly applies to your crusade. #CX #CustomerService @JDPower

How do you supercharge your business' growth? @Inc asked #Business founders and management experts (myself included) for tips on how to do it. The resulting list of ideas - all very actionable - is worth a read: inc.com/magazine/20231… #CX #CustomerExperience #Growth #Strategy

The state of #CustomerExperience in many industries is downright scary. So, for #Halloween, here's a story about how to spook your customers. Because if you know what scares customers away, then you'll be able to cast a spell that keeps them around! watermarkconsult.net/blog/2019/10/2… #CX

Customer satisfaction is the wrong goal. That's among the key takeaways in my latest @Forbes article, where I highlight common myths about #CustomerLoyalty and describe how they undermine companies' #CustomerExperience strategies. forbes.com/sites/jonpicou… #CX

Why on Earth is #CustomerExperience relevant to people who have no contact with customers? Listen to this @TheChemicalShow podcast clip for the answer, and be sure to check out the full episode at thechemicalshow.com/how-to-make-cu…. @VictoriaKMeyer #CX #CustomerService

Who do conference goers really want to hear from in a #Keynote? A well-known celebrity? A famous athlete? An inspirational speaker? New @FreemanCo research suggests none of the above: watermarkconsult.net/blog/2023/06/2… #Speakers #EventProfs #MeetingProfs #EventPlanner #Events

Are you super busy? Well, then, you must be important. We live in a world where busyness is a status symbol. But when it comes to closing that next sale, creating a pretense of productivity can backfire – badly. youtu.be/u37FFu0HW2k #SalesTips #CX #BusinessTips