307 Jon Picoult You must impress (not satisfy) your customers

Jon Picoult is the author of From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans. He is also the founder of Watermark Consulting and a noted authority on customer and employee experience. Jon helps companies impress their customers and inspire their employees, creating raving fans that drive business growth.   Jon has personally advised the CEOs and executive teams at some of the world’s foremost brands, with his clients collectively representing over a million employees and more than $600 billion in annual revenue. We talked about his book of course, but in particular, what customer experience is and why it's bigger than customer service and his 12 principles for creating lifelong fans. More about Jon: * Official book website: http://www.impressed2obsessed.com/ * Watermark Consultancy: https://watermarkconsult.net/ * Jon's speaking services: https://watermarkconsult.net/jon-picoult/customer-experience-keynote-speaker/

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