Jon Picoult

Author, “From Impressed to Obsessed” | #CX #CustServ keynote speaker | @Forbes contributor | Founder, Watermark Consulting

[Jon Picoult @JonPicoult]

Imagine being the business everyone wants to work with, the employer everyone wants to work for, the leader everyone wants to follow. That's the power of a great #CustomerExperience and #EmployeeExperience -- and it's the focus of my new book: https://t.co/2VaZoUWwax

[Jon Picoult @JonPicoult]

Could a single chart change how you think about achieving business success? I believe so - and that's the intriguing premise behind this guest post I wrote for the AAE Speakers Bureau blog. Thanks for featuring it, @aaespeakers!

#CX #CustomerExperience #CustomerService #CustExp

[AAE Speakers Bureau @aaespeakers]

Happy #CXDay! Hear from #keynotespeaker @JonPicoult how delivering a great #customerexperience is directly tied to financial growth. Learn 3️⃣ CX strategies leading brands use to set themselves apart: https://t.co/1QP6xFjsbl #EventProf

[Jon Picoult @JonPicoult]

Also, special thanks go out to the folks at @Qualtrics XM Institute for sharing their CX ratings, on which the most recent years of the Watermark study are based.

[Jon Picoult @JonPicoult]

What’s an excellent #CustomerExperience really worth to a business? How about 𝗼𝘃𝗲𝗿 𝟱 𝘁𝗶𝗺𝗲𝘀 𝗴𝗿𝗲𝗮𝘁𝗲𝗿 shareholder return?

That's the eye-opening finding from Watermark Consulting’s 2024 #CX ROI Study, which was released this week:

https://t.co/2JhsI9LU4Q

[Jon Picoult @JonPicoult]

It may be tough to discern from quarterly results, but this study's long-term view makes one thing clear: 𝗧𝗵𝗲𝗿𝗲’𝘀 𝗮 𝗽𝗿𝗶𝘇𝗲 𝗲𝗮𝗿𝗻𝗲𝗱 𝗳𝗼𝗿 𝗱𝗲𝗹𝗶𝗴𝗵𝘁𝗶𝗻𝗴 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀, 𝗮𝗻𝗱 𝗮 𝗽𝗲𝗻𝗮𝗹𝘁𝘆 𝗲𝘅𝗮𝗰𝘁𝗲𝗱 𝗳𝗼𝗿 𝗱𝗶𝘀𝗮𝗽𝗽𝗼𝗶𝗻𝘁𝗶𝗻𝗴 𝘁𝗵𝗲𝗺.

[Jon Picoult @JonPicoult]

Some of the strongest customer relationships are forged from failure.

That's the fascinating takeaway from the Service Recovery Paradox - one of several psychology-based #CustomerExperience design strategies I shared on the Customer 1st Thinking podcast: https://t.co/D5eXusEUA0

[Jon Picoult @JonPicoult]

Two closely-watched measures of U.S. consumer satisfaction are showing very different results. The conflicting signals offer important lessons for any business. https://t.co/pKX9k44T9y

#CX #CustomerSatisfaction #CustomerService #CustomerExperience

[Jon Picoult @JonPicoult]

What's your objective: Is it to maximize customer loyalty... or minimize customer attrition?

That might sound like two different ways to describe the same goal - but they represent very different strategies.

Full episode at https://t.co/2omCfOJaLd.

#CX #CustExp #CustServ

[Jon Picoult @JonPicoult]

Here's a contrarian view to consider: #CustomerExperience will never be more important than price.

#CX evangelists often argue that customer experience trumps price. In my latest @Forbes column, I explain why that assertion is fundamentally flawed.

https://t.co/Y82PqcELbB

[Consumerpedia @MyConsumerpedia]

"57 - What Ever Happened to Customer Service?"

On our latest episode, we talk to @JonPicoult and Forrest Morgeson about why it's so difficult to resolve issues, what you can to do advocate for yourself, and more. Listen at https://t.co/JkGi6meiaZ or wherever you find podcasts.

[Jon Picoult @JonPicoult]

The numbers are crunched and the tally is in! Here's my annual summary of Watermark Consulting's most-read articles of the year - covering #CustomerExperience, #EmployeeExperience and #Leadership.

https://t.co/vnmHrXxjyz

#CX #EmployeeEngagement #CustomerService #BusinessGrowth

[Jon Picoult @JonPicoult]

“It’s not about how much it costs… it’s about how much it makes.”

Are you struggling to convince your company to invest in #CustomerExperience improvements? Because that old business adage most certainly applies to your crusade.

#CX #CustomerService @JDPower

[Jon Picoult @JonPicoult]

How do you supercharge your business' growth?

@Inc asked #Business founders and management experts (myself included) for tips on how to do it. The resulting list of ideas - all very actionable - is worth a read: https://t.co/EmxR6cmRRT

#CX #CustomerExperience #Growth #Strategy

[Jon Picoult @JonPicoult]

The state of #CustomerExperience in many industries is downright scary. So, for #Halloween, here's a story about how to spook your customers.

Because if you know what scares customers away, then you'll be able to cast a spell that keeps them around! https://t.co/xZ8VpsxjrQ

#CX

[Jon Picoult @JonPicoult]

An astounding 83% of #CustomerExperience professionals report disappointing results from their #CX journey mapping efforts. In my latest @Forbes column, I explain how to avoid a similar fate in your organization: https://t.co/1I2Zz1a0Cj

[Jon Picoult @JonPicoult]

If you're not viewing employees through a customer lens, then you're missing an opportunity to turn them into raving fans for you and your business.

[Jon Picoult @JonPicoult]

You know all those techniques that beloved brands use to engage customers? Well, the very same techniques can be used by leaders to engage employees.

Why? Because employees are a type of customer.

#EmployeeEngagement #EmployeeExperience #CustomerExperience #CX

[Jon Picoult @JonPicoult]

Customer satisfaction is the wrong goal.

That's among the key takeaways in my latest @Forbes article, where I highlight common myths about #CustomerLoyalty and describe how they undermine companies' #CustomerExperience strategies.

https://t.co/1bExfcciZS

#CX

[Jon Picoult @JonPicoult]

Why on Earth is #CustomerExperience relevant to people who have no contact with customers?

Listen to this @TheChemicalShow podcast clip for the answer, and be sure to check out the full episode at https://t.co/bQmalZ3igi.

@VictoriaKMeyer #CX #CustomerService

[Jon Picoult @JonPicoult]

Who do conference goers really want to hear from in a #Keynote?

A well-known celebrity? A famous athlete? An inspirational speaker?

New @FreemanCo research suggests none of the above: https://t.co/ip6O0Wew3B

#Speakers #EventProfs #MeetingProfs #EventPlanner #Events

[Jon Picoult @JonPicoult]

Are you super busy? Well, then, you must be important. We live in a world where busyness is a status symbol. But when it comes to closing that next sale, creating a pretense of productivity can backfire – badly. https://t.co/zZ9Nz4BKyD

#SalesTips #CX #BusinessTips