Why "Customer Experience" Is Bigger Than "Customer Service"

Using a lesson from Amazon.com's fight against wrap rage, Customer Experience expert and keynote speaker Jon Picoult illustrates what it really looks like when a company thoughtfully designs its end-to-end customer experience. ---------------------------------------------- Jon Picoult helps companies 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. A sought-after business advisor and public speaker, Jon has advised some of the world’s foremost brands, helping organizations capitalize on the power of loyalty – both in the marketplace and in the workplace. Jon’s insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, Harvard Business Review, and Fortune. Jon is also the author of the Amazon best-selling book, “From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans,” which has earned praise from business luminaries such as Horst Schulze (co-founder of Ritz-Carlton Hotels), Hubert Joly (former CEO of Best Buy), and Marshall Goldsmith (world-renowned executive coach). Jon received his bachelor’s degree in cognitive science from Princeton University and his M.B.A. in general management from Duke University. To learn more or to inquire about Jon's availability for your company's next live or virtual event, please visit https://www.jonpicoult.com. To learn more about Jon's book, "FROM IMPRESSED TO OBSESSED: 12 Principles For Turning Customers And Employees Into Lifelong Fans," please visit https://www.impressed2obsessed.com.