From Impressed to Obsessed - Author Jon Picoult
Jon shares gems from his new book: From Impressed to Obsessed: 12 Principles for Turning Customers an Employees Into Lifelong Fans. Excellence is never an accident. Jon brilliantly pulls the curtain back on proven methods to fundamentally change the way you think about creating a successful, beloved business.
Show Notes
Jon Picoult shared practical and proven principles from his new book From Impressed to Obsessed in this episode. We talk about real world challenges for CX leaders and what cognitive science implies about where organizations go wrong and what leaders can do about it.
Blog Reference: https://www.empoweredcx.com/post/the-holy-grail-of-cx-in-the-c-suite
About The Author
Jon Picoult helps companies impress their customers and
inspire their employees, creating “raving fans” that drive
business growth. He is the founder of Watermark Consulting
and a noted authority on customer and employee experience.
A sought-after business advisor and public speaker, Jon’s
insights have been featured by dozens of media outlets,
including The Wall Street Journal, The New York Times,
Fortune, and Forbes.com (where he is a regular contributor).
His landmark study on the ROI of customer experience is one
of the most widely cited pieces of research in the industry,
referenced by firms such as McKinsey, Deloitte, Accenture,
Forrester, SAP, and Oracle.
Jon is also the author of the new book, “From Impressed to
Obsessed: 12 Principles for Turning Customers and Employees
into Lifelong Fans” (McGraw-Hill, Nov. 2, 2021), which debuted as an Amazon #1 New Release
and has earned 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 executive coach).
Jon has advised the C-suite at some of the world’s foremost brands, including companies such
as AT&T, Allstate, ADT, Generali, and Becton Dickinson. He’s helped these and other
organizations capitalize on the power of loyalty – both in the marketplace and in the workplace.
Prior to establishing Watermark in 2009, Jon held senior executive roles at Fortune 100
companies – leading service, operations, distribution, technology, sales and marketing. Early in
his career, at the age of 29, Jon earned the distinction of becoming the youngest executive
officer in the over 150-year history of a leading global insurance and investment firm.
Jon received his A.B. in Cognitive Science from Princeton University and his M.B.A. in General
Management from Duke University.
Learn more at Jon’s website.
Contact me if:
- You have feedback you'd like to share about the podcast
- You would like to be a guest on the show
- You would like to book me on your show
Email me at mark@empoweredcx.com
Jon shares gems from his new book: From Impressed to Obsessed: 12 Principles for Turning Customers an Employees Into Lifelong Fans. Excellence is never an accident. Jon brilliantly pulls the curtain back on proven methods to fundamentally change the way you think about creating a successful, beloved business.
Show Notes
Jon Picoult shared practical and proven principles from his new book From Impressed to Obsessed in this episode. We talk about real world challenges for CX leaders and what cognitive science implies about where organizations go wrong and what leaders can do about it.
Blog Reference: https://www.empoweredcx.com/post/the-holy-grail-of-cx-in-the-c-suite
About The Author
Jon Picoult helps companies impress their customers and
inspire their employees, creating “raving fans” that drive
business growth. He is the founder of Watermark Consulting
and a noted authority on customer and employee experience.
A sought-after business advisor and public speaker, Jon’s
insights have been featured by dozens of media outlets,
including The Wall Street Journal, The New York Times,
Fortune, and Forbes.com (where he is a regular contributor).
His landmark study on the ROI of customer experience is one
of the most widely cited pieces of research in the industry,
referenced by firms such as McKinsey, Deloitte, Accenture,
Forrester, SAP, and Oracle.
Jon is also the author of the new book, “From Impressed to
Obsessed: 12 Principles for Turning Customers and Employees
into Lifelong Fans” (McGraw-Hill, Nov. 2, 2021), which debuted as an Amazon #1 New Release
and has earned 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 executive coach).
Jon has advised the C-suite at some of the world’s foremost brands, including companies such
as AT&T, Allstate, ADT, Generali, and Becton Dickinson. He’s helped these and other
organizations capitalize on the power of loyalty – both in the marketplace and in the workplace.
Prior to establishing Watermark in 2009, Jon held senior executive roles at Fortune 100
companies – leading service, operations, distribution, technology, sales and marketing. Early in
his career, at the age of 29, Jon earned the distinction of becoming the youngest executive
officer in the over 150-year history of a leading global insurance and investment firm.
Jon received his A.B. in Cognitive Science from Princeton University and his M.B.A. in General
Management from Duke University.
Learn more at Jon’s website.
Contact me if:
- You have feedback you'd like to share about the podcast
- You would like to be a guest on the show
- You would like to book me on your show
Email me at mark@empoweredcx.com
Show Notes
Jon Picoult shared practical and proven principles from his new book From Impressed to Obsessed in this episode. We talk about real world challenges for CX leaders and what cognitive science implies about where organizations go wrong and what leaders can do about it.
Blog Reference: https://www.empoweredcx.com/post/the-holy-grail-of-cx-in-the-c-suite
About The Author
Jon Picoult helps companies impress their customers and
inspire their employees, creating “raving fans” that drive
business growth. He is the founder of Watermark Consulting
and a noted authority on customer and employee experience.
A sought-after business advisor and public speaker, Jon’s
insights have been featured by dozens of media outlets,
including The Wall Street Journal, The New York Times,
Fortune, and Forbes.com (where he is a regular contributor).
His landmark study on the ROI of customer experience is one
of the most widely cited pieces of research in the industry,
referenced by firms such as McKinsey, Deloitte, Accenture,
Forrester, SAP, and Oracle.
Jon is also the author of the new book, “From Impressed to
Obsessed: 12 Principles for Turning Customers and Employees
into Lifelong Fans” (McGraw-Hill, Nov. 2, 2021), which debuted as an Amazon #1 New Release
and has earned 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 executive coach).
Jon has advised the C-suite at some of the world’s foremost brands, including companies such
as AT&T, Allstate, ADT, Generali, and Becton Dickinson. He’s helped these and other
organizations capitalize on the power of loyalty – both in the marketplace and in the workplace.
Prior to establishing Watermark in 2009, Jon held senior executive roles at Fortune 100
companies – leading service, operations, distribution, technology, sales and marketing. Early in
his career, at the age of 29, Jon earned the distinction of becoming the youngest executive
officer in the over 150-year history of a leading global insurance and investment firm.
Jon received his A.B. in Cognitive Science from Princeton University and his M.B.A. in General
Management from Duke University.
Learn more at Jon’s website.
Contact me if:
- You have feedback you'd like to share about the podcast
- You would like to be a guest on the show
- You would like to book me on your show
Email me at mark@empoweredcx.com