Customer & Employee Experience Expert, Founder of Watermark Consulting
If you’re aspiring to satisfy your customers, then you’re aspiring to mediocrity. That’s the unique philosophy at the heart of Jon Picoult’s work, because building brand loyalty requires impressing customers, not just satisfying them. Read More >
Customer Experience, Customer Service, and Leadership
Why Customer Experience is Bigger Than Customer Service
The Best Service Recovery Story
How do you get your business to stand out from the crowd? Many sources of competitive differentiation can be fleeting, but a truly distinctive customer experience (and the workplace environment supporting it) can deliver sustainable competitive advantage. In this captivating program based on Jon’s new book, he reveals the breakthrough, science-based techniques that legendary companies use to create truly impressive brand experiences – the kind that turn more sales prospects into customers, and more customers into lifelong fans.
A great customer experience is like a beautifully choregraphed performance. As with any performance, an important part of this one involves what goes on backstage – in the work environment and with the leaders who shape it. In this insightful keynote, Jon explains how organizational leaders, via their own personal behaviors and the workplace constructs they create, have an unparalleled opportunity to encourage customer-focused behaviors throughout their workforce.
The key to delivering a great customer experience? It’s all in your head! That’s because creating a great impression on customers isn’t just about shaping their experiences, it’s about shaping their memories. In this fascinating program, Jon describes how great companies capitalize on cognitive science to influence how customers perceive and remember their experiences – driving the repurchase and referral behavior that’s at the heart of any successful business.
Lots of companies fly the “easy to do business with” banner. Few ever actually fulfill that promise, as most consumers can attest. In this fascinating talk, Jon reveals how great companies make it not just easy – but completely effortless – for people to do business with them. Plus, he explains how to eradicate distracting, unproductive effort from the workplace, so employees can keep their focus where it belongs – on their customers.
Many businesses focus on what they do, but fewer focus on why they do it. In this keynote, Jon opens people’s eyes to the powerful concept of a purpose-driven brand – an organization whose “reason for being” goes well beyond traditional financial measures of success. It’s a strategy that’s worked exceptionally well for legendary companies like Patagonia, USAA, and Southwest Airlines. In this session, you’ll learn how to apply the same approach to your business.
Back in 2011, Netflix announced a large price increase and a spin-off of its DVD rental business. Customers revolted, leaving in droves. The company’s stock price fell by over 75% and took years to recover. In this amusing and educational program, Jon uses the Netflix debacle to illustrate key principles for successfully navigating both customers and employees through significant change.
In 2008-09, during the height of the Great Recession, Hyundai Motors increased its market share by a remarkable 40%. Starbucks lost half its market value during that same economic downturn, yet emerged stronger from the recession, outperforming the S&P 500 by more than six-fold. In this intriguing program, Jon reveals how these and other smart companies strengthen customer loyalty during even the most challenging times.
“Jon Picoult has been a cornerstone of our leadership development programs and one of our most highly rated and highly respected speakers. He does his homework to ensure he knows the audience and tailors the content to be fully relevant and insightful. The breadth and depth of the knowledge, perspective, and insight he brings has been invaluable to our leaders. Jon is an impressive, inspiring, and engaging presenter... a true professional in every sense of the word.”
“Hire him! As our keynote speaker, Jon Picoult spoke with such authority, such passion and such authenticity, that our membership, mainly senior marketing executives, shared that his hour talk was worth their two-day conference admission. Hire him! If you are looking to engage your audience with insightful, purposeful, and actionable concepts, you have that in Jon. Hire him!”
"Jon’s presentation was the highlight of our conference and his message truly resonated with our audience. The insights that he provided on the behaviors and ‘backstage’ mechanics that influence the experience of both internal and external customers were both inspiring and actionable. Jon’s enthusiasm for delivering a world-class customer experience is contagious!"
“We were thrilled to have Jon Picoult as the keynote speaker for our virtual conference. His presentation was very well received. Jon brought real-world relevance to his talk, with a logical and complete framework for creating a world-class customer service experience. If you’re looking for a speaker who will bring intellect, humor and lots of practical learning, we absolutely recommend Jon.”
“Jon was fantastic! His presentation was extremely informative and highly entertaining. He gave us invaluable insight into what it takes to create a great customer experience – not only in terms of how we interact with our customers, but also how we interact with each other. He’s one of the best outside speakers we have ever brought in.”
“Jon Picoult delivers the one-two punch you hope every speaker will land – original material combined with palpable passion. Jon closed our TEDx event and left the audience uplifted and ready for action. I highly recommend Jon to open, close or present anywhere within your agenda where you desire to stimulate your audience's minds and senses.”
“Jon Picoult's keynote was honestly one of the best closing presentations we've had in a long time at a Barron's Conference. We continue to hear rave reviews about it.”
“Jon’s keynote presentation at our conference was outstanding. His energy, humor and ability to keep the audience engaged is truly impressive. He was the highlight of the entire event and received the highest rating on our feedback survey.”
"Jon showed real interest in who would be attending our event and what they would be looking for, and he customized his program accordingly. His delivery was very energizing and he kept the audience engaged throughout. For such a confident and compelling speaker, Jon displays great humility and knows how to enhance the customer experience for sure. He was a pleasure to work with."
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