Jon Picoult teaches organizations how to impress their customers and inspire their employees, creating raving fans that drive business growth. He is the founder of Watermark Consulting and a noted authority on customer and employee experience. An acclaimed speaker and sought-after consultant, Jon has personally advised the CEOs and executive teams at some of the world’s foremost brands. He helps businesses large and small turn more sales prospects into customers and more customers into lifelong fans. Jon’s insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, Inc., NBC News, and Forbes.com (where he is a regular contributor). His new book, “From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans” will be published in October 2021.
The Art & Science Of A Great Customer Experience
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 a sustainable competitive advantage. In this captivating program based on Jon’s forthcoming book, he reveals the breakthrough, science-based techniques that legendary companies use to turn sales prospects into customers, and customers into raving fans.
An ‘A’ For Effortless
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.
The Cognitive Science Behind A Great Customer Experience
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.
From Great Recession To Great Cessation: How To Strengthen 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. In this intriguing program, Jon reveals how these and other smart companies strengthen customer loyalty during even the most challenging times.
Grow Your Business “On Purpose”
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.
Lessons From The Apocoflix: Navigating People Through Change
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.
“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 insurance 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 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.”
“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 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.”