Ep 90 : Jon Picoult on Principles of Great Customer Experience - Turning Customers into Fans

Jagged with Jasravee : Cutting-Edge Marketing Conversations with Thought Leaders

'If you’re aspiring to satisfy your customers, then you are aspiring to mediocrity” Why do you say so? •

"A great customer experience as being like a beautifully choreographed performance, complete with “onstage” and “backstage” components." Tell us more about that.

Are the terms ‘customer service’ and ‘customer experience’ interchangeable?

One of your 12 Principles of Great Customer Experience is about making things “effortless” for customers. What are some ways that businesses can accomplish that ?

The most efficient customer experience isn’t necessarily the most engaging customer experience. What do you mean by that?

Jon answers the above questions and many more as he conducts a masterclass on how to convert customers into lifelong fans. Jon Picoult is the founder of Watermark Consulting and a leading expert in customer and employee experience. 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. Jon is an author of an amazing book, “From Impressed To Obsessed: 12 Principles For Turning Customers and Employees Into Lifelong Fans.”

Jon Picoult website: www.jonpicoult.com

Jon's Book website: www.impressed2obsessed.com

Watermark Consulting Customer Experience ROI Study: www.watermarkconsult.net/cx-roi

The Worst Customer Service Telephone Greeting… Ever!: https://youtu.be/fQmBDsqVPCY

Jon Picoult on Twitter: www.twitter.com/jonpicoult

Jon Picoult on Instagram: www.instagram.com/jonpicoult

Jagged with Jasravee is facilitated by Jasravee Kaur Chandra, Director- Brand Building, Research & Innovation at Master Sun, Consulting Brand of Adiva L Pvt. Ltd. Jasravee has over 20 years experience as a Strategic Brand Builder,Communications Leader and Entrepreneur.

Please visit Jasravee at https://jasravee.com/

Connect with Jasravee on Linkedin at https://www.linkedin.com/in/jasravee/

Email Jasravee at [e-mail]

Index

00:00 Preview & Introduction to Jon

02:27 Focusing on Customer Satisfaction is Not Enough

07:23 Definition of Customer Experience

09:45 Difference Between Customer Experience Vs Customer Service

13:20 Great Customer Experience - True Value or ROI

15:42 Correlation Between Customer Experience & Shareholder Return

18:47 Principle of Customer Experience - Keeping It Simple

24:48 Cognitive Effort Reduction - Overload of Choice American Retirement Plan Example

27:54 Cognitive Effort Reduction - Worst Customer Service Telephone Greeting

31:59 Efficient vs Engaging Experience - Starbucks Turnaround Example

39:09 Being Relevant for Customers- Brand Vision Translating Into Operations

41:50 Principle of Giving the Perception of Control - Red Cross Example

49:00 Principle of Delivering Pleasant Surprises

54:19 Rapid Fire - Personally Speaking with Jon

56:37 Connect with Jon

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