Jon Picoult on Turning Customers and Employees into Lifelong Fans
Excellence is never an accident. That idea runs all the way through my very first episode.
Jon Picoult joined me to share principles from his book, From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans. It was the right way to start this show: practical, grounded in research, and focused on what leaders can actually do.
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Originally aired August 25, 2022 as Episode 1 of The Trusted Guide Podcast (then The Delighted Customers Podcast).
What we cover
Proven principles from From Impressed to Obsessed
Real-world challenges CX leaders face
What cognitive science says about where organizations go wrong
What leaders can do about it
Why the science matters
Jon pulls the curtain back on how people actually experience a business. A lot of what goes wrong isn't about effort or intent. It's about not understanding how customers and employees remember and judge their experiences. Once you see that, the fixes become much clearer.
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About the guest
Jon Picoult is the founder of Watermark Consulting and an authority on customer and employee experience. His study on the ROI of customer experience is one of the most widely cited pieces of research in the industry. He is the author of From Impressed to Obsessed (McGraw-Hill).
If this conversation was useful, you'll find more like it in The Trusted Guide Newsletter: practical insights on trust, influence, and leading change.
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