Jon Picoult

In this engaging conversation, Jon Picoult, founder of Watermark Consulting and author of From Impressed to Obsessed, shares his expertise on creating unforgettable customer experiences. He argues that mere customer satisfaction leads to mediocrity and explains the importance of crafting impactful interactions. By applying psychological principles like the peak-end rule, companies can engineer lasting memories and build customer loyalty. Jon also discusses the significance of empathy, strategic communication, and effectively structuring customer journeys for long-term success.

Jon Picoult, acclaimed customer experience expert and founder of Watermark Consulting, shares breakthrough strategies for creating emotional connections with customers to turn prospects into obsessed brand ambassadors. He emphasizes the importance of exceptional experiences, discusses the distinction between customer experience and customer service, and explores strategies for identifying and nurturing super fans.