This episode features Jon Picoult, the founder of Watermark Consulting is a renowned expert in customer experience. He helps businesses create raving fans that drive business growth by impressing their customers and inspiring employees.

A number of media outlets have featured his insights, including The Wall Street Journal, The New York Times, Harvard Business Review, and Forbes.com (where he regularly contributes). His new book, “From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans,” debuted as an Amazon #1 New Release in its category.