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Jon Picoult

Customer Experience & Leadership Expert | Trusted C-suite Advisor | Building Loyalty in the Marketplace and the Workplace

Speaker's Fee Range : $30,000 - $50,000
Travels From :   CT

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Customer Service Employee Engageme... Leadership Management Branding Marketing Sales Inspiration Motivation Corporate Culture Hospitality Retail Virtual Presentat...

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  Jon Picoult Profile

Jon Picoult is masterful at helping companies impress their customers and inspire their employees, creating raving fans that drive business growth. He is a noted authority on customer experience and customer-centric leadership.

A trusted advisor to the Fortune 500 C-suite, Jon has counseled business leaders worldwide on how to cultivate loyalty in both the marketplace and the workplace — not just by shaping people's experiences, but also by shaping their memories.

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Jon Picoult Profile
Jon Picoult is masterful at helping companies impress their customers and inspire their employees, creating raving fans that drive business growth. He is a noted authority on customer experience and customer-centric leadership.

A trusted advisor to the Fortune 500 C-suite, Jon has counseled business leaders worldwide on how to cultivate loyalty in both the marketplace and the workplace — not just by shaping people's experiences, but also by shaping their memories.

Princeton-trained in Cognitive Science, Jon uses captivating stories and eye-opening studies to explain the breakthrough, psychology-based strategies that successful companies use to turn everyday people into lifelong fans. Jon leaves audiences enlightened and energized to apply those same techniques in their roles and organizations.

Jon's insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, Harvard Business Review, Inc., Fortune & Forbes. His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in the industry, referenced by firms such as McKinsey, Deloitte, Accenture, Forrester, SAP, and Oracle.

Jon is also the author of the Amazon bestseller FROM IMPRESSED TO OBSESSED: 12 Principles for Turning Customers and Employees into Lifelong Fans (featured in The Wall Street Journal as a top reading pick).

Currently the Founder & Principal of Watermark Consulting, Jon previously held senior executive roles at Fortune 100 firms — leading service, operations, distribution, technology, sales and marketing. Early in his career, at the age of 29, Jon earned the distinction of becoming the youngest executive officer in the over 150-year history of a global financial services firm with $500 billion in assets under management.

Jon received his bachelor's degree in Cognitive Science from Princeton University and his M.B.A. in General Management from Duke University.

Why Choose Jon?
Whether it's a live or virtual session, a sales conference, an all-employee meeting or an executive retreat — Jon knows there's a lot riding on your event. With careful attention to every detail, he'll help make your meeting a great success. Here are three reasons why:

1. He offers a new and refreshing perspective. Instead of touting well-worn sales and service soundbites, Jon describes fascinating science-based techniques (such as memory sculpting) that enhance how people perceive and remember their interactions with a business — thereby driving better conversion/retention rates, improved brand loyalty, and more profitable growth.

2. He's walked in your audience's shoes. Jon's broad business background brings unique credibility to his programs. In addition to being an entrepreneur, he's also led sales, marketing, service, distribution and technology for Fortune 100 companies. Jon can truly relate to the opportunities and challenges faced by most any audience.

3. He has a keen appreciation for "the day after." The most important day of any event is the day after it ends. Will people apply what they learned, or will they get distracted by the whirlwind of day-to-day business? Jon won't leave your audience with platitudes — he'll captivate them with actionable, customized advice that they can easily put to use back on the job.

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  Jon Picoult Talk Titles

FROM IMPRESSED TO OBSESSED:

FROM IMPRESSED TO OBSESSED:
The Art & Science Of A Great Customer Experience
If you're aspiring to satisfy your customers, then you're aspiring to mediocrity. That's the intriguing premise behind this keynote, and it will fundamentally change how you think about creating a successful, beloved business.

Jon explains why building customer loyalty requires not just satisfying customers, but impressing them — forging indelible memories that drive repurchase and referral behavior (the lifeblood of any thriving business). With fascinating case studies and engaging stories, Jon shares key elements of his "12 Principle" framework — science-based strategies 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.

Whether you serve external or internal customers, you'll emerge from this program with specific, actionable ideas for turning your organization's customer experience into its greatest competitive advantage.

THE FINE ART OF MEMORY SCULPTING:

THE FINE ART OF MEMORY SCULPTING:
The Cognitive Science Behind Great Customer Experiences
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 intriguing program, Jon explores a central tenet of his customer experience philosophy — the notion that customers' memories can be strategically "sculpted" to create competitive advantage. When done correctly, it means people will remember the best parts of their experience with your business, while the less favorable parts will evaporate from their recollection. It's a technique that has obvious benefits for how customers perceive a brand, as well as their willingness to engage with it in the future.

If you want to grow your business by cultivating customer loyalty, then you need to be skilled in memory sculpting — and this keynote will equip you with the knowledge and skills to do it effectively.

A WORKPLACE THAT WORKS:

A WORKPLACE THAT WORKS:
How Great Leaders Create Customer-Centric Organizations
How do you create a workplace that works — for both employees and customers? It requires aligning all of an organization's "backstage" components (e.g., hiring practices, performance metrics, reward systems, etc.) with the "onstage" customer experience you aspire to deliver. That's easier said than done — which is why, when businesses achieve such alignment, it creates sustainable competitive advantage.

In this thought-provoking keynote, Jon describes the critical role business leaders play in engineering that alignment, thereby shaping a workplace that fosters customer experience excellence.

Through both the work environment they create, and the personal interactions they engage in, leaders have an unparalleled opportunity to keep their teams' focus where it belongs — on their customers. This keynote shows them precisely how to accomplish that.

AN "A" FOR EFFORTLESS:

AN "A" FOR EFFORTLESS:
The "Easy" Way To Turn Customers Into Lifelong Fans
Lots of companies fly the "easy to do business with" banner. Few ever actually fulfill that promise, as most consumers can attest. In this captivating talk, Jon will challenge your audience to raise the bar — showing them how to make it not just easy for customers to do business — but truly effortless.

Using eye-opening statistics and amusing real-world examples, Jon explains why an effortless customer experience is such a rare and powerful competitive differentiator. He describes the two primary sources of loyalty-sapping effort (physical and cognitive) and shares actionable strategies for mitigating both.

Oftentimes, it's not the best product or service that wins in the marketplace — it's the one that's easiest for people to access, to comprehend, to buy, and to use. This keynote will show you how to create that kind of competitive differentiation in your business.

FROM GREAT RECESSION TO GREAT CESSATI...

FROM GREAT RECESSION TO GREAT CESSATION:
Building Customer Loyalty During Difficult Times
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.

Just a few years after the Covid-19 pandemic's Great Cessation decimated the air travel industry, Delta Airlines bounced back strong, delivering a shareholder return that was more than twice that of its peer group.

These are just three examples of companies that skillfully leveraged Customer Experience strategic principles to not just survive a period of crisis, but to thrive in the aftermath. In this fascinating and timely program, Jon reveals the techniques that smart companies use to strengthen customer loyalty during even the most challenging times.

  Topics

Customer Service Employee Engageme... Leadership Management Branding Marketing Sales Inspiration Motivation Corporate Culture Hospitality Retail Virtual Presentat...

More topics

  Books

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