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The fact is that satisfied customers leave companies all the time. That's why the key to success is not just to satisfy customers, but to IMPRESS them – by creating indelible memories that encourage the repeat purchase and referral behavior that is the lifeblood of any thriving business.
Listen to the full interview at https://www.intercom.com/blog/videos/cx-expert-jon-picoult-on-shaping-memories/.
Learn more about Jon’s book “FROM IMPRESSED TO OBSESSED” at https://www.impressed2obsessed.com.
Learn more about Jon and his keynote speaking services at https://www.jonpicoult.com.
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Jon Picoult helps companies impress their customers and inspire their employees, creating "raving fans" who drive business growth. He is the founder of Watermark Consulting and a recognized authority on customer and employee experience.
A sought-after management consultant and speaker, Jon has worked with the leadership of some of the world's leading brands, helping companies harness the power of loyalty – both in the marketplace and in the workplace.
Jon's insights have been featured in dozens of media outlets, including The Wall Street Journal, The New York Times, Harvard Business Review, and Fortune.
Jon is also the author of From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans. The book (recommended as a top read in the Wall Street Journal) has received 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 leadership coach).
Jon received his bachelor's degree in cognitive science from Princeton University and his MBA in general management from Duke University.
Follow Jon on Twitter or Instagram @JonPicoult.
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