In this week’s episode of the SIMPLE brand podcast, I talk with Jon Picoult, author of From Impressed to Obsessed: 12 Principles For Turning Customers and Employees Into Lifelong Fans!

We know customers will leave after a bad experience. But we don't stop to realize that they also leave for an okay experience - a satisfactory experience.

Think about it. You may keep buying from a brand because they’re meeting your expectations, and you feel okay as long as they continue doing that. But what if you find a brand that'll exceed your expectations? What if you find a brand that'll deliver a remarkable experience every time? 

Now combine that with how easy it is to switch brands today. Buh-bye satisfactory experience!

And that’s just what your customers are doing with your satisfactory experience.

That’s why I was happy to talk with Jon Picoult this week. 

Jon’s the founder of Watermark Consulting. He’s a keynote speaker and one of the most noted authorities on customer and employee experience. He’s been featured by dozens of media outlets, including The Wall Street Journal, the New York Times, NBC News, and Forbes.

And Jon is the author of From Impressed to Obsessed: 12 Principles For Turning Customers and Employees Into Lifelong Fans.

Jon and I discuss his lessons around building customer loyalty through his 12 customer experience principles. What’s great is that these principles can be applied to most any type of business. And they can be applied to your employee experience to build more loyalty from your people.

RESOURCES FROM THIS EPISODE

• Jon's book: From Impressed to Obsessed: 12 Principles For Turning Customers and Employees Into Lifelong Fans
• Watermark Consulting
• Jon's Annual CX ROI Study