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If you’re aspiring to satisfy your customers, then you’re aspiring to mediocrity.
That’s the fascinating premise of “From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans” – a new book by Jon Picoult, who argues that to gain strategic advantage, companies must do more than just satisfy customers – they must impress them.
Picoult explains why building customer loyalty requires leaving indelible positive impressions on everyone you work with – not just shaping their experiences, but also shaping their memories. He explores the cognitive science of customer experience, pinpointing the psychology-based strategies that beloved companies use to turn more sales prospects into customers, more customers into raving fans, and more employees into engaged brand ambassadors.
Join us for this special event where Jon will share insights from his book and take questions from the audience.
Speaker Bio
Jon Picoult is the founder of Watermark Consulting and author of “From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans” (McGraw-Hill, Nov. 3, 2021). He helps organizations impress customers and inspire employees, building powerful loyalty in both the marketplace and the workplace.
A noted authority on customer and employee experience, Jon is an acclaimed public speaker, as well as an advisor to top executives at some of the world’s foremost brands. His insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, Harvard Business Review, and Forbes.
Prior to establishing Watermark, Jon held senior executive roles at Fortune 100 companies. Early in his career, at the age of 29, he earned the distinction of becoming the youngest executive officer in the over 150-year history of a leading, global financial services firm.
Jon received his bachelor’s degree in cognitive science from Princeton University and his M.B.A. in general management from Duke University. Follow him on Twitter or Instagram, subscribe to his monthly newsletter, or contact him at www.jonpicoult.com.
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