The Difference Between Customer Experience and Customer Service

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.

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