Excellent, even exceptional, customer service isn’t enough today…because it’s what your customers expect. So how do you go beyond impressing your customers with exceptional customer service, so that your customers become obsessed with you and your business? Today’s guest, Jon Picoult, helps answer that question as we discuss concepts from his new book, From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans. In our conversation, we discuss topics that can help transfer how you approach creating your interactions with your customers, such as: the difference between ‘customer experience’ vs. ‘customer memory,’ opportunities for strategically crafting a customer experience process, and quality vs. quantity when providing information to your customers.
Jon Picoult is the founder of Watermark Consulting and a leading expert in customer and employee experience. He has been featured by dozens of media outlets, including the Wall Street Journal, the New York Times, NBC News, and Forbes.
He has advised C-Suite leaders at some of the world’s foremost brands, helping companies capitalize on the power of loyalty – both in the marketplace and in the workplace. Jon earned his bachelor’s degree in Cognitive Science at Princeton and holds an M.B.A. from Duke.
And be sure to subscribe to The Self-Employed Life in Apple Podcasts or follow us on Spotify or wherever you listen to podcasts so you don’t miss an episode.
Everything you need can all be found at jeffreyshaw.com.
Jon Picoult, thank you so much for being here!
Host Jeffrey Shaw is a Small Business Consultant, Brand Management Consultant, Business Coach for Entrepreneurs, Keynote Speaker, TEDx Speaker and author of LINGO and The Self Employed Life (May 2021). Supporting self-employed business owners with business and personal development strategies they need to create sustainable success.
763: Jenny Blake - Lose the Busywork and Create Free Time
762: Coaching Break - The Single Most Important Concept For You To Understand
761: Jason Marc Campbell - Shifting Perspectives and Selling with Love
760: Learn a Proven Pitch Format
759: Mridu Parikh - Overcoming Overwhelm
758: Coaching Break - The Instinct of Timing
757: Erika Andersen - Change From The Inside Out
756: Coaching Break - Common Attributes of Self-Employed
755: William Branum - Changing Your Life and Mindset: Advice from a Navy SEAL
754: Celinne Da Costa - Untangling Brand Storytelling
753: Coaching Break - Do You Ask For The Help You Need?
752: Howie Zales - Livestreaming One of the Hottest Trends to Market Your Business
751: Coaching Break - Tips on Writing Your Own Copy
750: Rochelle Moulton - Looking at Your Business as an Authority Business
749: Coaching Break - Positivity Creates Sustainability
748: Simon Severino - How To Think Strategically To Grow Your Business
747: Coaching Break - A Thought That Has To Shift To Get Different Results
746: Chris Westfall - Strategies to Make Life and Work Easier
745: Coaching Break - How To Work Easier in 2022
744: Adam Stones - Establishing Influence Through Communication
Create your
podcast in
minutes
It is Free
The emPOWERed Half Hour
Organic Marketing Simplified: Master podcast marketing, fuel podcast growth, and make money podcasting!
THE GO BIZ GUY
The Sigma Femme Podcast
The Prof G Pod with Scott Galloway
The Tim Ferriss Show