Delayed Opening - August 12

Due to electrical work at the Main Library, there will be a delayed opening on Friday, August 12.  Our plan is to be open from 1:00 PM – 5:00 PM. Check back here for any updates.

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Author Talk: Jon Picoult (virtual)

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Program Description

Event Details

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

Registration is required. Join us via Zoom! 

***Please find your Zoom link and passcode in your confirmation e-mail.***

Instructions for Zoom: 

You do not have to have a Zoom account to attend a program. When you register for this program, you will be sent a unique Zoom ID and password.

To join on your computer, go to on your computer's browser and open Zoom Meetings (PC) or Open (Mac) and enter the meeting ID and password a few minutes before the program. Or, you can download the Zoom app on your computer, phone or tablet, open the Zoom app, and type in the meeting ID to join us. 

Please make sure you connect with your device's video and audio. 

Farmington Libraries Virtual Program Code of Conduct Policy


If you have special needs to attend this program, please contact the library in advance.