Jon Picoult

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: impressed2obsessed.com

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

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.

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.

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: watermarkconsult.net/cx-roi

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: youtu.be/cY5R0ztUEIA?si…

Two closely-watched measures of U.S. consumer satisfaction are showing very different results. The conflicting signals offer important lessons for any business. watermarkconsult.net/blog/2024/07/1… #CX #CustomerSatisfaction #CustomerService #CustomerExperience

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 spoti.fi/3SMnwBa. #CX #CustExp #CustServ

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. forbes.com/sites/jonpicou…

"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 hubs.li/Q02lgc_M0 or wherever you find podcasts.

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. watermarkconsult.net/blog/2023/12/1… #CX #EmployeeEngagement #CustomerService #BusinessGrowth

“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

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: inc.com/magazine/20231… #CX #CustomerExperience #Growth #Strategy

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! watermarkconsult.net/blog/2019/10/2… #CX

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: forbes.com/sites/jonpicou…

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.

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

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. forbes.com/sites/jonpicou… #CX

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 thechemicalshow.com/how-to-make-cu…. @VictoriaKMeyer #CX #CustomerService

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: watermarkconsult.net/blog/2023/06/2… #Speakers #EventProfs #MeetingProfs #EventPlanner #Events

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. youtu.be/u37FFu0HW2k #SalesTips #CX #BusinessTips