To create real, sustainable, competitive advantage you can’t just rely on satisfying the people you work with. You need to impress them.

Jon Picoult is the founder of Watermark Consulting, a leading customer experience advisory firm that helps companies impress customers and inspire employees, creating raving fans that drive business growth. Princeton-trained in cognitive science, Jon has advised C-suite leaders at some of the world’s top companies, spanning Allstate to AT&T to Becton Dickinson. His insights have been featured by The Wall Street Journal, The New York Times, USA Today, The Economist, Inc., NBC News and Forbes.com(where he’s a regular contributor). His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in his industry. 

Join in on today’s episode if you want to learn how to take your customers and clients from impressed to obsessed. 

Things you will learn in this episode:

[00:01 - 06:35] Opening Segment 

[06:36 - 22:05] Take Customers from Impressed to Obsessed

[22:06 - 25:52] Aspire to Inspire - Creating Memorable Impressions

[25:53 - 30:48] Closing Segment 

Tweetable Quotes: 

“Ultimately, people’s purchase behaviors and referral behaviors are going to be largely influenced not by a logical, rational experience that they’re getting from a business - they’re really going to be influenced by how they feel.” - Jon Picoult

“You have a tremendous opportunity to show people what ‘right’ looks like…” - Jon Picoult

“If you are aspiring to satisfy your customers, then you are aspiring to mediocrity… to create real, sustainable, competitive advantage you can’t just rely on satisfying the people you work with. You need to impress them.” - Jon Picoult

Resources Mentioned: 

• From Impressed to Obsessed

Want to connect with Jon? You can follow him on Twitter, Instagram, and LinkedIn. Check out https://watermarkconsult.net/ if you want to impress your customers, and inspire your employees.

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