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Jon Picoult

Jon Picoult
As Founder of Watermark Consulting, Jon Picoult helps companies impress customers and inspire employees. An acclaimed keynote speaker, Jon’s been featured by dozens of media outlets, including The Wall St Journal and The New York Times. He’s worked with some of the world’s foremost brands, personally advising CEOs and executive teams.Learn more at www.watermarkconsult.net or follow Jon on Twitter.

The Lost Art of the Handwritten Note

[The following article originally appeared in Carrier Management magazine.] When it comes to crafting more engaging employee communications, one solution is literally in business leaders’…

Why The “Fine Print” Is Ruining Your Customer Experience

Businesses have a trust problem – and that’s not even the bad news. Consumers’ lack of trust in companies is well documented.  According to the…

CX 101: What is Customer Experience?

What is the “customer experience”? In its simplest terms, the customer experience refers to how customers feel about their interactions with your company. That’s customer…

For Crying Out Loud, JetBlue! How An Airline Turned Tears Into Cheers

A few years ago, in honor of Mother’s Day, JetBlue released a 3-minute YouTube video paying tribute to mothers who fly with young children: [embedded…

The Problem With Professional Services

Imagine if what you thought was your company’s greatest strength actually turned out to be its greatest weakness. It’s an unsettling prospect, but also a…

Olive Garden’s Recipe For Success

Olive Garden keeps serving up good news for its investors. This week, the restaurant chain posted yet another quarter of revenue and earnings growth that outpaced…

You Can’t Advertise Your Way to a Great Customer Experience

What would it take to convince people that your business delivers a great customer experience?  For tech giant Microsoft, the answer was more than $1…

3 Tips For Aligning Executives Around The Customer Experience

The single most important driver to the success of any customer experience (CX) strategy is executive commitment. However, aligning an executive team around the customer…

The One Chart Every CEO Should Study

Last month, Watermark Consulting released its latest cross-industry Customer Experience ROI Study. The study, which has become one of the most widely-cited analyses of its…

Why Did The Top-Rated Company In Customer Experience Go Bankrupt?

In 2011, bookstore chain Borders filed for bankruptcy.  At the time, many brick-and-mortar retailers were succumbing to new competitive pressures.  Borders, however, was unique in…

Lessons From Two Customer Experience Legends

Earlier this month, in the span of just a couple weeks, the business world lost two great customer experience strategists. Jack Bogle was the founder…

A Bold Customer Experience Prediction

Call me a cynic, but here’s my bold customer experience prediction for most companies in the coming year: Not much will change.

Google Searches For Its Soul

What happens when a company decides to step back from one of the core principles underpinning its customer experience?  Google may well find out in…

Most of your company’s customer experience is forgettable. Here’s why.

No matter how hard you try to improve your company’s customer experience, the reality is that your customers won’t remember much of it. That’s because…

Insurance Customer Experience Leaders Extend Their Edge Over Laggards

Insurers that earn jeers from their customers are falling further behind those that earn cheers. That’s the key takeaway from Watermark Consulting’s 2018 Insurance Customer…

Two Words That Will Hurt Your Business’ Customer Experience

For all the time and energy that companies invest in improving their customer experience, many are unknowingly sabotaging those efforts. How?  Simply by using two…

Is Your “Net Promoter” Really “Not Promoter”?

So, you’ve added the Net Promoter “likely to recommend” question to your customer surveys.  You’re tracking the results and reporting a Net Promoter Score (NPS)…

The Difference Between “Purpose” and “Propaganda”

U.S. pharmacy chain CVS recently announced that it would no longer use “materially altered” imagery to market beauty products in its stores. That means no more…

Where Business Leaders Should Spend More Of Their Time (But Don’t)

Imagine if there were a place where executives could go to discover striking new ways to improve their business.  A place where, just by...

Stop Wasting Your Money On Customer Experience

Faced with increasingly commoditized markets, more and more companies are launching customer experience improvement programs to differentiate themselves.  However, there’s something many of these...

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