696: Jon Picoult | Take Customers from Impressed to Obsessed

To create real, sustainable, competitive advantage you can’t just rely on satisfying the people you work with. You need to impress them.
Jon Picoult is the founder of Watermark Consulting, a leading customer experience advisory firm that helps companies impress customers and inspire employees, creating raving fans that drive business growth. Princeton-trained in cognitive science, Jon has advised C-suite leaders at some of the world’s top companies, spanning Allstate to AT&T to Becton Dickinson. His insights have been featured by The Wall Street Journal, The New York Times, USA Today, The Economist, Inc., NBC News and Forbes.com(where he’s a regular contributor). His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in his industry. 
Join in on today’s episode if you want to learn how to take your customers and clients from impressed to obsessed. 

Things you will learn in this episode:
[00:01 - 06:35] Opening Segment 

I introduce today’s guest, Jon Picoult

Jon give us a bit of his background 

How Jon’s experience taught him empathy 

Background in programing and AI 

College pathway

Going from Comp Sci to the business world

[06:36 - 22:05] Take Customers from Impressed to Obsessed

Jon talks about his early career

Learning the emotional resonance of the experience you bring

Building relationships with advertisers and listeners in the music space

How you present yourself matters 

Bringing the value before the ‘ask’ 

Build and deliver expectations 

Bringing confidence to the table without sacrificing authenticity

How Jon scaled to consulting high level companies on their messaging 

What is takes for an organization to connect with their audience

Realize each of your functioning silos 

Getting buy-in from people to align with your vision 

Make sure the metrics aren’t undermining your goal

You’re customer’s voice is more important than analytics 

Make heroes - show people what ‘right’ looks like

[22:06 - 25:52] Aspire to Inspire - Creating Memorable Impressions

Key takeaways from Impressed to Obsessed

Aspiring to satisfaction is mediocrity 

You need to impress

How to create loyal customers

Satisfied customers defect

Memory of the experience is more important than experience itself

How to get the book - Links below

[25:53 - 30:48] Closing Segment 

Who you know or What you know? 

Idealism vs. pragmatism 

Who you know tends to pull ahead of what you know

RaNDoM RoUnD

How to connect with Jon - links below

Final words 

 
Tweetable Quotes: 
“Ultimately, people’s purchase behaviors and referral behaviors are going to be largely influenced not by a logical, rational experience that they’re getting from a business - they’re really going to be influenced by how they feel.” - Jon Picoult

“You have a tremendous opportunity to show people what ‘right’ looks like…” - Jon Picoult

“If you are aspiring to satisfy your customers, then you are aspiring to mediocrity… to create real, sustainable, competitive advantage you can’t just rely on satisfying the people you work with. You need to impress them.” - Jon Picoult

Resources Mentioned: 
From Impressed to Obsessed
 
Want to connect with Jon? You can follow him on Twitter, Instagram, and LinkedIn. Check out https://watermarkconsult.net/ if you want to impress your customers, and inspire your employees.
 
Did you love the value that we are putting out in the show? LEAVE A REVIEW and tell us what you think about the episode so we can continue putting out great content just for you! Share this episode and help someone who wants to connect with world-class people. 
Jump on over to travischappell.com/makemypodcast and let my team make you your very own show!
If you want to learn how to build YOUR network, check out my website travischappell.com. You can connect with me on Facebook, Instagram, and Twitter. Be sure to join The Lounge to become part of the community that’s setting up REAL relationships that add value and create investments.
Check out FranBridge Consulting for premier non-food franchise opportunities: travischappell.com/franbridgeOur Sponsors:* Check out Kinsta: https://kinsta.com
Learn more about your ad choices. Visit megaphone.fm/adchoices